topic Re: How long does it take for moderators to reply? in Get Support

How long does it take for moderators to reply?

vvnwyl — Wed, 05 Jan 2022 10:22:54 GMT

I have sent a private message to @CS_Agent two nights ago... How long does it take for them to get back to me?

Re: How long does it take for moderators to reply?

jp2 — Tue, 14 Aug 2018 12:18:54 GMT

Usually only a couple hours but now it's taking 24 to 48 hours

Useful info

Office Hours: Mon-Friday 9am to 9pm, and Saturday & Sunday from 9am to 7:30pm [Toronto Time]

Messages are replied to during office hours, in the order in which they are received

There is no need to send multiple messages. If you send another k estate you will be sent to the back of the line again

Re: How long does it take for moderators to reply?

dna2016 — Tue, 14 Aug 2018 13:19:36 GMT

@vvnwyl response times can vary, but from what I've experienced it can take anywhere from 24 - 72 hours. It was more the latter when all the nice promos were happening which ended last week. So I assume things are slowly getting back to normal for the moderators. If I'm you, I'd prepare more for a 48-72hr response time.

Re: How long does it take for moderators to reply?

mimmo — Tue, 14 Aug 2018 13:57:08 GMT

@vvnwyl what is your situation, maybe someone in the forum might have an idea or temporary workaround.

Re: How long does it take for moderators to reply?

Missashleyann29 — Tue, 14 Aug 2018 13:59:51 GMT

24-48 hours

Re: How long does it take for moderators to reply?

CLB — Tue, 14 Aug 2018 16:29:33 GMT

I paid for a Data add on yesterday morning. I am COMPLETELY out of Data and my account has STILL not updated the data although the payment clearly processed through my bank immediately! Sent to private messages with NO response!! Is this seriously how Public Mobile runs because if so...WOW!! Not a good first impression!!

Re: How long does it take for moderators to reply?

will13am — Tue, 14 Aug 2018 16:41:44 GMT

@CLB wrote:
I paid for a Data add on yesterday morning. I am COMPLETELY out of Data and my account has STILL not updated the data although the payment clearly processed through my bank immediately! Sent to private messages with NO response!! Is this seriously how Public Mobile runs because if so...WOW!! Not a good first impression!!

@CLB, add-on purchase is a two step process. It's quite likely that only step 1 was completed which results in funds being taken from the credit card. Please take a look through this awesome illustration of the add-on purchase process. You should be able to get your data going without needing any moderator team assistance.

https://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/HOWTO-Purchasing-Add-ons/td-p/198974

Re: How long does it take for moderators to reply?

Anonymous — Tue, 14 Aug 2018 16:43:18 GMT

@CLB wrote:
Is this seriously how Public Mobile runs because if so...WOW!!

Yes. If you want all kinds of available customer service then you'll need to pay much higher rates elsewhere.

Otherwise, enjoy saving your money, and be a little patient waiting for their response.

Re: How long does it take for moderators to reply?

CLB — Tue, 14 Aug 2018 16:44:19 GMT

I am aware of the process and have successfully done this before. This time, however, there is an issue that needs solved!

Re: How long does it take for moderators to reply?

Anonymous — Tue, 14 Aug 2018 16:48:00 GMT

@CLB wrote:
I am aware of the process and have successfully done this before. This time, however, there is an issue that needs solved!

Everybody has their urgencies. Everybody has to wait in line for a response.

Just like those expensive call centres where it tells you you're 123rd in line and it'll be 3 hours to wait.

Yes, it would be nice if this service had some indication of that but then those things cost money.

Re: How long does it take for moderators to reply?

CLB — Tue, 14 Aug 2018 17:33:14 GMT

Ok....anyway.... does anyone else have a timeframe of how long you have to wait for answers from qualified people?? I honestly have never been “123rd” in line for a call centre nor have I ever waited for 3 hours to be answered, although, considering this is a time sensitive issue, 3 hours would be better than 3 days to have a problem solved!! To each their own I guess!

Re: How long does it take for moderators to reply?

Anonymous — Tue, 14 Aug 2018 17:52:35 GMT

@CLB wrote:
I honestly have never been “123rd” in line for a call centre nor have I ever waited for 3 hours to be answered, although, considering this is a time sensitive issue, 3 hours would be better than 3 days to have a problem solved!! To each their own I guess!

Obviously my numbers were exaggerations to make a point. If you want service then you have to pay for it in your rate.

To the problem at hand, it occurs to me to wonder if you have to restart your phone. I haven't added any add-ons yet in my short time here so I don't know if that's needed.

Re: How long does it take for moderators to reply?

CLB — Tue, 14 Aug 2018 17:54:32 GMT

It doesn’t.

Re: How long does it take for moderators to reply?

jp2 — Tue, 14 Aug 2018 18:21:26 GMT

@CLB wrote:
Ok....anyway.... does anyone else have a timeframe of how long you have to wait for answers from qualified people??

As we said typically it's less than 3 hours, however, the company states it can take up to 48 hours to hear back from the mods. Lately, we have heard of 72 hours from people in the community.

Ensure you do NOT send multiple messages, or it will send you to the back of the line.

Re: How long does it take for moderators to reply?

pm-smayer97 — Wed, 15 Aug 2018 22:58:40 GMT

Well it has taken well over 72 hours in my case (since Sunday afternoon).... and still waiting....I have 5 open inquiries (all separate and unrelated).... 😕

Re: How long does it take for moderators to reply?

jp2 — Thu, 16 Aug 2018 05:33:46 GMT

@pm-smayer97 wrote:
Well it has taken well over 72 hours in my case (since Sunday afternoon).... and still waiting....I have 5 open inquiries (all separate and unrelated).... 😕

If you opened 5 inquiries that means you have been sent to back of the line 5 times and explains your long wait time. Please remember it doesn't matter if they are related or not any time any message is sent to the mods the system will put all of your messages to the back of the line

Re: How long does it take for moderators to reply?

pm-smayer97 — Thu, 16 Aug 2018 22:54:03 GMT

@jp2 wrote:
@pm-smayer97 wrote:
Well it has taken well over 72 hours in my case (since Sunday afternoon).... and still waiting....I have 5 open inquiries (all separate and unrelated).... 😕
If you opened 5 inquiries that means you have been sent to back of the line 5 times and explains your long wait time. Please remember it doesn't matter if they are related or not any time any message is sent to the mods the system will put all of your messages to the back of the line

Does anyone have first-hand knowledge of that or is that just speculation?

I can tell you that this does not match my experience... as I mentioned here, or elsewhere, I did receive one brief reply to one of my inquiries... IF they are all kept together, even at the end of the line, I should have received replies to all... but that is not the case.

And that has been my experience with many other times when I have submitted multiple inquiries... so this does not seem accurate, as much as it might feel that way.

Oh. and all those inquiries were submitted Sudnay afternoon.... so we are over 96 hours now and still waiting....

Re: How long does it take for moderators to reply?

jp2 — Fri, 17 Aug 2018 01:02:08 GMT

You can speculate whatever you want all I know is that the mods have posted in the community multiple times if you send another message the system will put all of your messages to the back of the line.

Re: How long does it take for moderators to reply?

pm-smayer97 — Fri, 17 Aug 2018 03:03:37 GMT

Great. Can you point me to anywhere they have posted that?

BTW, I just received a reply for one of latest of my 5 inquiries....but none of the earlier ones 😕

So why did they not reply to all at the same time if they are all bumped down? And why the last one and not the rest?

Bottom line is, they have a terrrible "tracking" system, if we can even call it that.

Re: How long does it take for moderators to reply?

jp2 — Fri, 17 Aug 2018 03:45:41 GMT

Read this post by the mod team

https://productioncommunity.publicmobile.ca/t5/Discussions/Timeframe-to-hear-back-from-Moderator-Team/m-p/262908#M75114