topic Re: Moderators reply time in Get Support

Moderators reply time

Sidewinder200 — Wed, 05 Jan 2022 07:10:21 GMT

Hi, just wondering what is the usual wait time for the moderator team to reply to a private message? Been over a day now. Needs them to port my old number from pc mobile. Thanks for any help

Re: Moderators reply time

mimmo — Tue, 16 Oct 2018 21:17:36 GMT

Currently 24-48 hrs

Re: Moderators reply time

will13am — Tue, 16 Oct 2018 21:30:35 GMT

Could be longer than 48 hours. I put in a private message near end of day Saturday. Still no response.

Re: Moderators reply time

Sidewinder200 — Tue, 16 Oct 2018 21:35:11 GMT

Okay. Thanks. Gives me an idea of the wait time.

Re: Moderators reply time

Jarvar — Tue, 16 Oct 2018 21:39:56 GMT

@Sidewinder200

The time varies according to how much their workload is at the current time. I've always had mine answered fairly quickly. I once sent a private message on Sunday afternnon and got a reply by Monday before lunch. Maybe it's not the norm, but I've always had the Moderators reply promptly and resolved my issues efficiently.

I only joined Public Mobile a couple months ago though and I've seen some peoples wait times longer than my own.

In general though it's like @mimmo mentioned and they have a blurb on their Knowledge base to help community members gauge what they could expect.

When are Moderators available and how long till I get a response?

During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.

Moderators are available:

Monday to Friday from 9 AM to 9 PM Eastern time.
Saturday and Sunday from 9 AM to 7:30 PM Eastern time.

https://productioncommunity.publicmobile.ca/t5/Getting-Started/Moderators-reply-time/m-p/287189#M51717

Re: Moderators reply time

Sidewinder200 — Tue, 16 Oct 2018 21:48:37 GMT

Thanks for the info. Appreciate it.

Re: Moderators reply time

bigmouth2015 — Tue, 16 Oct 2018 22:41:40 GMT

@will13am wrote:
Could be longer than 48 hours. I put in a private message near end of day Saturday. Still no response.

Yes, I agree! I helped my friend post a question to the moderator on Sat morning 1am, didn't get response until Tues evening.

Re: Moderators reply time

warny — Wed, 17 Oct 2018 00:27:44 GMT

Good luck. I've been waiting days. I'm leaving public mobile

Re: Moderators reply time

ShawnC13 — Wed, 17 Oct 2018 00:29:34 GMT

@bigmouth2015 wrote:
@will13am wrote:
Could be longer than 48 hours. I put in a private message near end of day Saturday. Still no response.
Yes, I agree! I helped my friend post a question to the moderator on Sat morning 1am, didn't get response until Tues evening.

I know the moderators are running on lower than normal numbers with people off with illness. Some even trying to work through it while sick. I understand it has to be frustrating but they are doing their best in trying to help in a timely manner.

Re: Moderators reply time

CS_Agent — Wed, 17 Oct 2018 14:31:29 GMT

Hi @warny,

We've received your private message and will get back to you soon!

Thank you,

Syed

Re: Moderators reply time

Carld123 — Thu, 18 Oct 2018 22:33:09 GMT

We all complain about response times..but you get what you pay for..we should be thankful that we dont have to mail a letter to complain....if they hada call center over seas like the rest ..cost would increase etc etc...it iswhat it is.....

Re: Moderators reply time

stonechucker — Fri, 19 Oct 2018 02:33:28 GMT

Well I know Freedom has a call centre somewhere in Western Canada, and they’ve closed recently a call centre in Windsor Ontario. Those were not over seas call centres, but rather Canadian residents working in Canada. Bell also has workers in Quebec and Toronto that I am aware of, and Rogers has workers in Brantford Ontario (the Telephone City) working help lines.

Not all carriers use over seas call centres. Stop paining them all with the same brush and can of paint.