topic Re: How long do I have to wait for a moderator? in Get Support

How long do I have to wait for a moderator?

hpang — Wed, 05 Jan 2022 11:06:31 GMT

I have been waiting for some one to contact me for over 9 hours

Re: How long do I have to wait for a moderator?

RossN — Thu, 25 Jul 2019 23:54:50 GMT

@hpang hi depending on how busy they are it could be up to 48 hours

Re: How long do I have to wait for a moderator?

geopublic — Fri, 26 Jul 2019 00:02:34 GMT

@hpang wrote:
I have been waiting for some one to contact me for over 9 hours

@hpang judging by all the issues with vouchers and suspended accounts it's going to take alot longer than that. Maybe 48 if you are lucky. You need to be patient hope for the best and prepare for the worst.

Re: How long do I have to wait for a moderator?

will13am — Fri, 26 Jul 2019 00:09:47 GMT

My most recent interaction earlier in the week was almost 2 full working days. I got a response toward the end of day. The wait time is dynamic and depends on the needs of the customer base.

Re: How long do I have to wait for a moderator?

goldilock — Fri, 26 Jul 2019 00:21:28 GMT

Wait time for a respones from a moderator is usually 48-72 hours give or take, depending on if it's high demand, it can take longer but please be patient. You will get a reply from a moderator as soon as they get to your message. You should receive a reply within the next day or so. It's good to keep in mind that Public Mobile's services rates are low to benefit us and that comes with a lack of phone support and a wait time for online support for moderators.

Re: How long do I have to wait for a moderator?

hpang — Fri, 26 Jul 2019 00:22:23 GMT

So wouldn't a non working phone be a higher priority?

Re: How long do I have to wait for a moderator?

RossN — Fri, 26 Jul 2019 00:25:18 GMT

@hpang I agree that it should, let's hope that it does!!

Re: How long do I have to wait for a moderator?

GinYVR — Fri, 26 Jul 2019 00:26:06 GMT

@hpangHonestly we are just Public Mobile users.. anything we think we know about the Moderators work queue is pure conjecture based on our observation. Nothing has ever been confirmed nor denied. If you have issues about a non working phone and in a hurry, I highly recommend you move up at least to Koodo postpaid. You do get what you pay for.. and Public Mobile "Less is Less" is true for customer service.

Re: How long do I have to wait for a moderator?

RossN — Fri, 26 Jul 2019 00:34:15 GMT

@hpang can you tell us your problem with your phone we have a lot of luck getting them working again

Re: How long do I have to wait for a moderator?

danlee — Fri, 26 Jul 2019 01:19:22 GMT

I almost feel that unless it's an emergency, moderator do not respond. I have email them before and never get a respond. Sad but luckily this Community is very helpful and you can find most of your issues resolved here

Re: How long do I have to wait for a moderator?

RossN — Fri, 26 Jul 2019 01:21:51 GMT

@danlee hi I was wondering how you email them, do you mean private message moderator team?

Re: How long do I have to wait for a moderator?

Brookebailey — Fri, 26 Jul 2019 16:01:38 GMT

I have been waiting since 7pm on Wednesday... no phone or data since 7pm on Wednesday.. 😞

Re: How long do I have to wait for a moderator?

Niousha — Fri, 26 Jul 2019 20:32:04 GMT

@Brookebailey Same here, waiting for 1.5 days no responde. I think they should have a system to let you know if you are in a queue, how many people ahead of you.

Re: How long do I have to wait for a moderator?

Brookebailey — Fri, 26 Jul 2019 21:50:14 GMT

Someone just reached out to me!!!

Re: How long do I have to wait for a moderator?

RossN — Fri, 26 Jul 2019 21:56:20 GMT

@Brookebailey hi right now it seems like the moderators are very busy up to 48 hours response time is there anything we can do to help?

Re: How long do I have to wait for a moderator?

hpang — Fri, 26 Jul 2019 23:27:46 GMT

Thank you to everyone who reponded. Looks like the problem for the service was the delay from the time the credit card is charged to when the credit card company give Publicmobile the all OK message. I am still waiting to hear back from the Moderator about getting into the selfhelp portal.

I guess the fustration is when you ask the Chat AI SIMon how long does it take and the answer back, was usually a few hours. It is more than a few hours

Re: How long do I have to wait for a moderator?

Fergusson — Fri, 26 Jul 2019 23:34:26 GMT

well, we have 2 non-working phones/accounts and I am a Type 1 diabetic living in a rural area so making our request a priority would be most appreciated. We do not have a landline either but I am hoping I will not regret my decision to go with Public Mobile.

Re: How long do I have to wait for a moderator?

saeliux — Fri, 26 Jul 2019 23:36:09 GMT

@Brookebailey wrote:
Someone just reached out to me!!!

I am glad to hear!!!!

The longuest I waited was 2 to 3 days. I was unlucky I decided to contact them over a weekend after hours 😞

Does anyone know if they work sundays? Or what are the working hours?

Re: How long do I have to wait for a moderator?

geopublic — Fri, 26 Jul 2019 23:37:59 GMT

@saeliux wrote:
@Brookebailey wrote:
Someone just reached out to me!!!
I am glad to hear!!!!
The longuest I waited was 2 to 3 days. I was unlucky I decided to contact them over a weekend after hours 😞

Does anyone know if they work sundays? Or what are the working hours?

Moderators are available: M-F from 8 AM to midnight Eastern time and S-S from 8 AM to 10 PM Eastern time.

Note: Moderator Hours are subject to change, but you can always find the current times here

Re: How long do I have to wait for a moderator?

111111 — Mon, 05 Aug 2019 19:14:32 GMT

I was contacted within 12-24 hrs