topic Re: Moderator not responding in Get Support

Moderator not responding

Socks18 — Wed, 05 Jan 2022 10:36:09 GMT

I contacted a moderator 14 hours ago, and I have not yet received a response. I am not able to login into My Account. How do I get a timely response?

Re: Moderator not responding

mojorising — Thu, 27 Jun 2019 00:39:25 GMT

It can take up to 72 hours for a response.

Re: Moderator not responding

GinYVR — Thu, 27 Jun 2019 00:39:54 GMT

@Socks18Depending on your issue.. you might need to wait for 48 hours for a response.. Also note the support is not 24/7 so requests may be piled up during off hours.

Are you able to use your phone in the mean time?.. you can still perform some account function via *611.

Re: Moderator not responding

Triguy — Thu, 27 Jun 2019 00:43:13 GMT

It usually takes 48-72 hours depending on workload. If after 48 hours you have not received a response then try messaging them again.

Re: Moderator not responding

dabr — Thu, 27 Jun 2019 00:42:37 GMT

@Socks18 wrote:
I contacted a moderator 14 hours ago, and I have not yet received a response. I am not able to login into My Account. How do I get a timely response?

It looks like the moderators are quite backed up, so unfortunately you'll have to be patient. A lot of posters are waiting to hear back.

Have you tried to use a different browser or incognito mode to log in?

Re: Moderator not responding

RossN — Thu, 27 Jun 2019 00:42:34 GMT

@Socks18 Hi alot of people are having that issue today give it a little time it may resolve itself if you have to pay for renewal of your plan you could try *611 on your phone

Re: Moderator not responding

Triguy — Thu, 27 Jun 2019 00:50:39 GMT

Try clearing your cache which seems to allow people to login.

Re: Moderator not responding

popping — Thu, 27 Jun 2019 01:07:57 GMT

@Socks18 wrote:
I contacted a moderator 14 hours ago, and I have not yet received a response. I am not able to login into My Account. How do I get a timely response?

Moderator wait time is 2 - 3 days. Nothing you can do but wait.

Did you try the "Forgot your password?" link from the login page?

You need your email address and security question to reset your password.

PM system is slow.

It took over 5 minutes to submit my email address and security question.

I received the password reset email after waiting for 5 minutes.

You can do some of the Self-serve portalfunction by call 611 from your phone.

What do you want to do?

Re: Moderator not responding

cavemantoronto — Thu, 27 Jun 2019 02:03:15 GMT

@Socks18 wrote:
I contacted a moderator 14 hours ago, and I have not yet received a response. I am not able to login into My Account. How do I get a timely response?

You can't speed it up. You can only wait it might take a couple days.

Re: Moderator not responding

TheOldVR — Thu, 27 Jun 2019 03:22:40 GMT

Hang in there bro (or sis)... they'll get to you soon.

It's a little disturbing to see the numerous complaints regarding response times lately :(.