topic Re: How long does it take a moderator to answer PM in Get Support

How long does it take a moderator to answer PM

degeermichelle — Wed, 05 Jan 2022 11:24:58 GMT

I sent a PM 3 days ago in response to a porting issue - still no response from a moderator. How long does it usually take ? This is terrible customer service in my opinion.

Re: How long does it take a moderator to answer PM

Dchunk74 — Thu, 03 Jan 2019 12:36:58 GMT

I ported December 26th that was not sucessful and are still waiting to get it fixed.

Re: How long does it take a moderator to answer PM

mimmo — Thu, 03 Jan 2019 13:04:21 GMT

Reply times should be currently 48-72 hours. If you have exceeded this time try sending a second message.

Re: How long does it take a moderator to answer PM

ShawnC13 — Thu, 03 Jan 2019 14:35:49 GMT

@degeermichelle wrote:
I sent a PM 3 days ago in response to a porting issue - still no response from a moderator. How long does it usually take ? This is terrible customer service in my opinion.

Last we were told was that the response time was 48 hours. With the holiday inbolved and either no mods working or a reduced team I would add another 24 hours to that total for the next couple of days anyway.

Re: How long does it take a moderator to answer PM

donaldblair — Thu, 03 Jan 2019 14:49:41 GMT

Good cx service is to advise customers of the reduced support time, *before* you take off for the holidays - something that none of PM's customers knew. You can't run a mobile company with bulletin board moderators hiding in mommy's basement, while their very customers are hamstrung to do anything on their own, and without a God-fearing portal to do anything effectively - or anything at all, except give PM more money for hapless, half-assed self-service.

@CS_Agent - what the hell is going on? I realize this is more or less a wind-down pet project for Telus, but, seriously: get your goddamned act together. This is one of the many reasons why Mobilicity tanked.

Re: How long does it take a moderator to answer PM

RossN — Thu, 03 Jan 2019 15:00:03 GMT

i woulud also like to know how long it takes to get some help around here I have been having issues with texting being overcharged since I have become a member in Dec. still no help this is rediculous I will be looking for another carrier!

Re: How long does it take a moderator to answer PM

Jackhyf63 — Thu, 03 Jan 2019 19:23:09 GMT

response times can vary, but from what I've experienced it can take anywhere from 24 - 72 hours. During the Christmas week everything getting slow!So I assume things are slowly getting back to normal for the moderators. I

Re: How long does it take a moderator to answer PM

c70nut — Fri, 04 Jan 2019 03:43:27 GMT

I find the response time isn't too bad, a couple business days average it seems.

Re: How long does it take a moderator to answer PM

Dstasko — Fri, 04 Jan 2019 06:00:18 GMT

Welcome to my pain ... my original message was sent a week ago, I received a message from the Mod team 3 days later asking for additional info about my account. Since then nothing .... crickets ... 4 days and counting now ... total of 7 days. With no service, but my account paid. So I’m paying for a service but not being able to use it .... just unreal!! Oh and don’t send a second message because I was told that sending additional messages moves you back down to the bottom of the list ...

Re: How long does it take a moderator to answer PM

RossN — Sat, 05 Jan 2019 03:32:31 GMT

Just pathetic the service here sucks told my wife and son not to come to Public Mobile for their cell phone plan just to save a couple of bucks

Re: How long does it take a moderator to answer PM

RossN — Sat, 05 Jan 2019 19:22:44 GMT

second third fourth how many you figure, this place is quickly becoming a joke if they are swamped they should put out a bulliton seems to be one thing this place is good at.

Re: How long does it take a moderator to answer PM

Dstasko — Sat, 05 Jan 2019 19:55:03 GMT

I received my second email today 4 hrs ago ... Just replied to their question ... hopefully I can have a resolution shortly.