New card woes

[Derwan]

I ordered a Go card online on Tuesday night even though I'm not in the current roll-out area.  Yesterday during our QR tour, we were given a Go Card.

Thinking the one I ordered would take ages to process, I phoned this morning to have it cancelled and the money I'd outlayed transferred to the one I was given yesterday.  The operator seemed to know what I was saying, took my details and said someone would call in 5 to 10 working days.

This afternoon I arrive home to find that the Go Card I'd ordered had already arrived.  I tried logging into my account on the net but it didn't work.  I thought that perhaps it had already been cancelled.  I phoned TransLink again and explained what had happened so far.  The operator looked up my details and said the card I'd ordered was active and that I should be able to access it online.

When I told him that my login attempts were unsuccessful, he said he didn't know anything about the website, that it was different to them and he couldn't help.  I asked who could help and he didn't know.  In the end I said I'd try again tomorrow in case it hadn't been activated.

On checking the website, the FAQ on the login page indicates:

Q: My password doesn't work?
A: Check your caps lock key as your password is case sensitive. Remember, the answer to your security question (nominated at time of application) is not your password. If you are still experiencing difficulties call TransLink on 13 12 30.

When I put in my card details and the password I originally chose, it says:

# Unable to retrieve go card 01600237576XXXXX. Please make sure the serial number and password are entered correctly. Please contact TransLink on 13 12 30 if you need further assistance.

It tells me I'm supposed to call TransLink - but they tell me they don't know anything about it.  Still some issues to be sorted out!!

It's crazy that they don't have an online "Reset Password" or "Send Password" option on the website.  It is ridiculous that we'd have to phone TransLink for something so simple.  If the programmers can't even do something as simple as that, it's no wonder they can't program weekly caps into the system!

[ozbob]

Even RAIL Back On Track has a password retrieval ... 

Major failing Derwan, basic web programmng 101   

Hope they sort that out pronto, otherwise they will have a lot of phone calls!!

(well I think they might have a lot of phone calls about other matters too)

[Derwan]

Even I've got password retrieval on my website - and I programmed that myself!

I dropped into the station earlier.  Both cards appear to work - with the ordered one indicating a balance of $5 and the one from yesterday $0, which is what I would expect if nothing's been cancelled.

I bought a weekly this morning (thinking it would take ages for anything to happen), so I'll see what happens between now and Wednesday.

[Derwan]

My new card woes have been sorted.

I topped up at a fare machine yesterday so I could start using my purchased card.  Today I received a return phone call from the original call I made.  It was confirmed that the order had already been processed (I had the card) so nothing was changed.  I mentioned the problem logging into the website but she said I'd have to phone the call centre and offered to put me through.  I was just about to go into the Central-Brunswick St tunnel so I said I'd phone back later.

I phoned when I got home and spoke to a very pleasant guy who gladly reset my password. I tried to log in while still on the phone, which was lucky because he'd accidentally left his caps lock key on when he typed in the new password.  He changed it again and I was able to log in to manage my account .

So - thanks goes to the two people from TransLink I spoke to today.  It's good to speak to people who are pleasant and know what they're talking about.

[mrciclismo]

I have just received my new registered Go Card with $5 credit on it.  I live on the Ipswich line and travel into th CBD to work.  Can I now use this card since the card readers have been activated on all the stations that I travel to??

[ozbob]

Yes, sure can!  Good luck 

From http://www.translink.com.au/qt/TransLin.nsf/index/go_where

Accessed 9 Feb 2008

You can use your go card on TransLink bus, train and ferry services across South East Queensland.

go card can be used at all QR Citytrain stations excluding:

    * Altandi
    * Banoon
    * Fruitgrove
    * Kuraby
    * Runcorn
    * Sunnybank.

go card can be used on all TransLink bus and ferry services temporarily excluding:

    * Airtrain
    * Laidley Bus Service
    * Surfside Buslines
    * Westside Bus Company

[palmboy]

I also received my Go Card and was unable to log on to top up my balance. I too had to ring Translink, they had to put in a new password for me and then I logged on and changed it to one of my own choice. The Translink man indicated this was a common (?100%) problem.

I got the bus today and I bought a daily off-peak paper ticket which is cheaper than if I had used the Go Card.

If I knew what I know now, I would NOT have purchased a Go Card.

Am waiting for a reply to my letter of complaint and request for refund that I have sent to Transport Minister. If you are not happy please let the Minister know - see my letter of complaint on the "Go Card Feedback - tell us of your Go Card experiences!!" page on this website.

You can contact the transport Minister at:
John Mickel MP
Transport Minister
Qld Govt.
transport@ministerial.qld.gov.au

[ozbob]

Re the password.  When you lodge the application the security question is not the password.  I think this is confusing many, you need to ring TL and activate the card when you receive you registered card (with respect to the online facility to manage the card) and they will issue a temporary password and activate the online 'my account'.  You can then log in and change the issued password to one of your choosing.  Perhaps this needs to be made a bit clearer for all.

The present FU fare scheme works against many.  It is very funny (and sad) that they rolled the card out on the North coast line where there are many high zone commuters who have a very big impact in cost if they use the Go Card.  I expect similiar fireworks when the Gold Coast commuters finally wake up too.

Lets hope common-sense prevails and they fix this terrible fare structure on the Go Card.

Cheers
Ozbob

[monkey]

I have just received my new registered Go Card with $5 credit on it.  I live on the Ipswich line and travel into th CBD to work.  Can I now use this card since the card readers have been activated on all the stations that I travel to??

If you're lucky...

I tried to use my card for the first time today - what an experience that was...

Brunswick St station - I was told as I tried to go through the manned 'gate' that I required a ticket to go through, even though I had a Go card and the Go card reader is on the other side of the gate.  I ended up having to buy a paper ticket and just not using the Go card.

I successfully used the card to go from Central to Brunswick St later in the day.  At least I assume it was successful - with people behind me I didn't get time to hang around to see the display, and the three beeps sounded more like a fail than anything, but the light was green (and when I tagged on it showed the $5 balance).

Figured I'd top up the card at Brunswick St so I could use it in the morning.  "Sorry Sir, we don't do that here - I think you can do it at central, or if you're lucky the machine round the corner might be working".

I'm beginning to think this is more hassle than it's worth.  My major reason for using it is that I use the train semi-regularly for work transport between offices, and the ability to see online a history of travel gives me a log that I'm hoping to be able to use for reimbursement.  A good theory I thought.

[Derwan]

I successfully used the card to go from Central to Brunswick St later in the day.  At least I assume it was successful - with people behind me I didn't get time to hang around to see the display, and the three beeps sounded more like a fail than anything, but the light was green (and when I tagged on it showed the $5 balance).

The 3 beeps are a low balance warning, meaning you have less than $7 on the card. 

[ozbob]

Hi Monkey,

Welcome.  Sounds as though you had an interesting day!

I am going to use mine tomorrow.  Oxley to Roma St, I plan to use the gates at Roma St to see how quick they are.  Will have a stop watch on it!   

The thought occurred to me today that when I come back to Oxley and stop at the top of the stairs to touch off I might get pushed down the stairs by the escaping crowd if it is too slow ... 

[Derwan]

Going through the gates at Central is great.  Rather than being stuck behind the crowds, you just head to the closed gates behind the backs of the TransLink officers.  It's like going through the express lane!

The machines aren't too slow.  You probably spend more time reacting to the beep than it takes to beep itself.  Once you get used to how long it takes, you should be able to touch on/off without stopping.

[monkey]

The 3 beeps are a low balance warning, meaning you have less than $7 on the card. 

Ah, that makes sense.  Thanks :-)

[monkey]

I am going to use mine tomorrow.  Oxley to Roma St, I plan to use the gates at Roma St to see how quick they are.  Will have a stop watch on it! 

They're not too slow.  I think the natural reaction the first few times is to stop and look at the display to see if it worked properly.  At stations with only a couple of readers that might be a problem if you've got a lot of people behind you.  At central it should be OK if you use a reader away from everyone else :-)

[ozbob]

Thanks, looking forward to it.

[mrciclismo]

Yep, tried to log in with my password to manage my account and it wouldn't let me in.  The friendly young woman on the phone changed it for me and I had access right away, then I changed it to one of my choice.

[Derwan]

Caught the train to Dutton Park today.  With detraining at a different station and the rain, I forgot to touch off.  Oops!  Oh well, at this stage it's just an extra $1.80.

It'll be interesting to see if my FU count is affected - as someone else reported.

Just so everyone is aware, when you fail to touch off, the next time you touch on, you'll see "Charge $5.00" on the screen.  In the history online, this single touch is recorded as both a touch off and touch on.

[monkey]

OK, the day 2 experience.

Stopped at Central around 7:30am to see about charging up this Go card.  Stopped at the ticket office - "Sorry mate, we don't have a machine here to do that.  You can wander over to Ticket Central though".  Except they're shut at 7:30am.

Came back just after 5pm.  Went to Ticket Central - the place with signs everywhere saying "we don't sell train tickets".  Asked about charging the Go Card.  "Sorry mate, the machine broke yesterday.  We've only had it a week and it's packed up already!".  Great.

So, with $2.70 left on the card I headed off to Brunswick St to try the ticket machine there (I had to go to Brunswick St anyway).  I could have tried the machines at central, but the lines were huge.

At Brunswick I tell the machine I want to put $100 on the card.  It asks me for exact notes, so I feed it a $100 note.  Three times it spat that back at me, so I guess you can't pay for a $100 recharge with a $100 note.  Maybe it's written somewhere that it doesn't take $100 notes - if so, I didn't see it.

So I paid for it with EFTPOS - although I almost had to kneel on the floor to read the LCD display.

A few bugs to iron out I think...

[Derwan]

It asks me for exact notes, so I feed it a $100 note.

Have a look at the picture of notes beside the slot you put notes in.  Do you see a $100 note? 

[Mozz]

This is one of the big issues I have with the current regime of ticketing and payment frameworks being promoted by Translink. Apparently travelling without a valid ticket is a crime and worthy of a $150 fine.  However if you happen to be at an unstaffed station without the "absolute" correct combination of money the TVM takes at that particular time and are unable to complete a ticket transaction you are not able to board a train - thus:

A commuter in possession of $10,000 in notes trying to buy a ticket at those stations with coin only TVM's is courting criminality by boarding a train without a valid ticket.

A commuter in possession of a combination of notes and coins amounting to a substantial amount of money, who is at a station with a TVM that is displaying the equivalent of "correct fare only" and who unfortunately cannot make the funds in their possession equate to the valid fare is courting criminality by boarding a train without a valid ticket.

[Derwan]

It'll be interesting to see if my FU count is affected - as someone else reported.

After travelling to work today (the 4th day), I can confirm that the trip where I forgot to touch off isn't counted towards the FU scheme - so instead of this morning's fare being half price, it didn't kick in until the trip home.

This isn't too bad - and is extra incentive to remember to touch off!

[ozbob]

The two phantom penalties I received last night on the bus didn't interfere with my FU discount either.  7th valid trip discounted, and hopefully the rest until midnight Sunday.