topic Re: Just signed up! Moderator response time in Get Support

Just signed up! Moderator response time

maliyar — Wed, 05 Jan 2022 13:56:16 GMT

Hi,

My husband and I just switched to PM. We are Koodo customers. We both activated new lines and per instructions we both sent private messages to moderators to transfer our numbers from Koodo. My husband got a reply from a moderator and his number is ported less than 30 minutes from posting. I on the other hand didn't get any replies 😞

@Alan_KDoes a private message to moderators automatically goes to only one of the moderators? if so, I am at the mercy of whoever my request went to?

Thanks.

Re: Just signed up! Moderator response time

dabr — Mon, 16 Sep 2019 20:11:13 GMT

@maliyar wrote:
Hi,

My husband and I just switched to PM. We are Koodo customers. We both activated new lines and per instructions we both sent private messages to moderators to transfer our numbers from Koodo. My husband got a reply from a moderator and his number is ported less than 30 minutes from posting. I on the other hand didn't get any replies 😞

@Alan_KDoes a private message to moderators automatically goes to only one of the moderators? if so, I am at the mercy of whoever my request went to?

Thanks.

There are a number of moderators working at any given time, so you should still be able to hear back anytime. Sometimes a little patience is necessary with the PM response time. Welcome to both of you to PM:)

Re: Just signed up! Moderator response time

sunflowershine — Mon, 16 Sep 2019 20:11:16 GMT

@maliyar When you husband contact the Moderator, does it get one ticket or two ticket? He probably need two tickets to work on two differnt lines issue.

Re: Just signed up! Moderator response time

maliyar — Mon, 16 Sep 2019 20:12:38 GMT

Each one of us created tickets separately using our own accounts. He got responded really quickly and is now enjoying PM with his phone number.

I am on the other hand stuck with a temp number. I only have one phone 😞

Re: Just signed up! Moderator response time

will13am — Mon, 16 Sep 2019 20:14:42 GMT

We are all guessing what the response times are for moderator team interactions. We have only customer feedback to go on. Last week it was 4 days. Maybe they stepped up their game.

Re: Just signed up! Moderator response time

maliyar — Mon, 16 Sep 2019 20:22:34 GMT

One of the moderators just reached out to me 🙂 Thank you all!

Re: Just signed up! Moderator response time

will13am — Mon, 16 Sep 2019 20:27:13 GMT

So maybe moderator team response time is way down now. Until there is greater transparency, we can only speculate based on community feedback. The canned response is not reliable. There seems to be only one response.

We're actually trending quite well right now and will most likely respond to your support related questions in under a few hours!

Re: Just signed up! Moderator response time

darlicious — Mon, 16 Sep 2019 20:35:55 GMT

Awesome when youre all done can you tell us how long from submitting your ticket to the mods to first contact? Were awaiting response times with baited breath.....

Re: Just signed up! Moderator response time

GGPlayer — Mon, 16 Sep 2019 20:39:53 GMT

I just ported my number using the webpage when I was activated my simcard. The phone number migration only took 5 minutes.

Re: Just signed up! Moderator response time

darlicious — Mon, 16 Sep 2019 20:47:18 GMT

@GGPlayer wrote:
I just ported my number using the webpage when I was activated my simcard. The phone number migration only took 5 minutes.

Awesome it's good to know this stuff enables users to self-serve themselves even more thus speeding up moderator response times for everyone else.

Re: Just signed up! Moderator response time

maliyar — Mon, 16 Sep 2019 20:49:15 GMT

Just to close this thread, my number is now ported 🙂 Thank you moderators and others! Happy to join the PM family.

Re: Just signed up! Moderator response time

darlicious — Mon, 16 Sep 2019 20:53:12 GMT

@maliyar wrote:
Just to close this thread, my number is now ported 🙂 Thank you moderators and others! Happy to join the PM family.

Woohooooo! Can you tell us how long you waited? Welcome to public mobile...please choose a solution the best answered your question....oh the irony of that statement.

Re: Just signed up! Moderator response time

maliyar — Mon, 16 Sep 2019 20:54:22 GMT

Thanks. It took less than 2 hours. My husband (as I mentioned in my first post) had to wait less than an hour.

Re: Just signed up! Moderator response time

darlicious — Mon, 16 Sep 2019 20:59:10 GMT

@maliyar wrote:
Thanks. It took less than 2 hours. My husband (as I mentioned in my first post) had to wait less than an hour.
@maliyar thanks for the update... we couldn't answer you query til you got back to us. So the answer to your question is about 1 to 2 hours today .

Re: Just signed up! Moderator response time

darlicious — Mon, 16 Sep 2019 21:09:53 GMT

Closest to the time without going over...very perceptive of you. You may only pick up your prize after answering a skill testing question.

Re: Just signed up! Moderator response time

AE_Collector — Mon, 16 Sep 2019 21:34:56 GMT

As a side note to others porting from Koodo Prepaid, someone reported here within the last week or so that they did the same at a dealer who called the Koodo porting department directly and they were done in about 30 minutes. If porting from Koodo Prepaid (only Koodo Prepaid has this stumbling block, not Koodo Postpaid) going to a dealer to port in to PM might be a good move.

Terry