topic Re: Moderator taking over a day to reply in Get Support

Moderator taking over a day to reply

Dstasko — Wed, 05 Jan 2022 11:23:35 GMT

Has anyone else had issues with reply from moderators?? I’ve sent numerous messages about my account being suspended even though my account is 0.00 and my payments made. Why is it taking so long for them to get back to me ??? Well over 24hrs

Re: Moderator taking over a day to reply

will13am — Sat, 29 Dec 2018 22:47:04 GMT

@Dstasko, moderator response time varies with the number of requests in the queue. In recent times, we have seen upwards of 72 hour wait times. The number of staff on weekends could be less and that can exacerbate the situation. In any event, they do work on a first come first serve basis. I suggest not sending multiple requests for the same issue.

Re: Moderator taking over a day to reply

Dstasko — Sat, 29 Dec 2018 22:50:53 GMT

My first message was sent yesterday ... not on a weekend. I can appreciate that they may be busy but my payments have been made and I have no service. I haven’t had service since noon yesterday. Totally unsatisfied! This is not the first time this issue has happened to my account.

Re: Moderator taking over a day to reply

mimmo — Sat, 29 Dec 2018 22:53:23 GMT

@Dstasko have you tried the lost stolen trick.

https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/SOLUTION-My-plan-has-enough-funds-but-will-not-renew-or-re/m-p/284552#M20518

Re: Moderator taking over a day to reply

Dstasko — Sat, 29 Dec 2018 22:54:20 GMT

Also, if we don’t make our payments on time our accounts get suspended.. but it’s ok not to have service for days with your account in good status ????

Re: Moderator taking over a day to reply

Dstasko — Sat, 29 Dec 2018 22:55:44 GMT

No I have not ... I will try that now. Thanks for the suggestion

Re: Moderator taking over a day to reply

Dstasko — Sat, 29 Dec 2018 23:14:20 GMT

Ahhhhh now the message has changed to ... “you currently don’t have a long distance add on” even though I do ... WTF is going on

Re: Moderator taking over a day to reply

hairbag1 — Sat, 29 Dec 2018 23:52:14 GMT

To start ...can you please post a screenshot of your plan details and status ? Let's see if there's something anyone can assist you with.

Re: Moderator taking over a day to reply

Dstasko — Sat, 29 Dec 2018 23:55:58 GMT

Re: Moderator taking over a day to reply

Dstasko — Sat, 29 Dec 2018 23:58:31 GMT

Re: Moderator taking over a day to reply

hairbag1 — Sun, 30 Dec 2018 00:04:27 GMT

Good job. Did you try the "Lost/Stolen" remedy ? Sometimes that's all it takes to get your glitch cleared up...give it a try and let us know if it works. Also, try cycling phone off / on. Good luck.

Re: Moderator taking over a day to reply

Dstasko — Sun, 30 Dec 2018 00:04:09 GMT

Yeah I did that ... it took the message from “your account is suspended “ to “you do not have a long distance add on for this call” but I will try again ...

Re: Moderator taking over a day to reply

Dstasko — Sun, 30 Dec 2018 00:17:37 GMT

Just did it again ... same message “sorry you do not have a long distance add on for this call” I’m calling my land line to test ... can’t text either ... can’t receive calls or texts

Re: Moderator taking over a day to reply

hairbag1 — Sun, 30 Dec 2018 00:25:44 GMT

It's a hail mary but...take your sim card out of the phone...wait a couple of minutes...reinstall sim. See if this does the trick.

Re: Moderator taking over a day to reply

Dstasko — Sun, 30 Dec 2018 00:40:44 GMT

Ok I’ll try that

Re: Moderator taking over a day to reply

Dstasko — Sun, 30 Dec 2018 00:53:07 GMT

Just tried that ... didn’t change anything 😞 ... still can’t do anything and still getting the same message saying I don’t have a long distance add on

Re: Moderator taking over a day to reply

hairbag1 — Sun, 30 Dec 2018 01:16:47 GMT

Is this the same plan you had up until Dec 26th ? Same phone ? Have you changed or amended your plan lately ?

Re: Moderator taking over a day to reply

Dstasko — Sun, 30 Dec 2018 11:57:03 GMT

No changes to my plan or phone ... all the same

Re: Moderator taking over a day to reply

Gregmt — Sun, 30 Dec 2018 12:53:36 GMT

What is it that you are waiting on the moderator to do for you? Most things can be done from self serve. Let us know what you are trying to do and most likely you will get a solution or how to from the community .

Re: Moderator taking over a day to reply

Dunkgirl — Sun, 30 Dec 2018 13:08:02 GMT

@Gregmt wrote:
What is it that you are waiting on the moderator to do for you? Most things can be done from self serve. Let us know what you are trying to do and most likely you will get a solution or how to from the community .

@GregmtIf you read the entire topic the customer said the account was unable to make calls with the voice message error "Your account is suspended" the community helped the user try the lost/stolen trick now they are complaining they get the error message "sorry you do not have a long distance add on for this call" and they are unable to receive calls and text messages. There is nothing else in self serve that will remedy this situation. They have to wait for moderator intervention now.