topic Re: How long does it take for a mod to respond to a ticket in Get Support

How long does it take for a mod to respond to a ticket

ahm3dag — Wed, 05 Jan 2022 18:11:26 GMT

I submitted a ticket on Wednesday and still haven't recieved a response. It's a little urgent as my cellphone has not had service for the past 3 days

Re: How long does it take for a mod to respond to a ticket

esjliv — Sat, 12 Sep 2020 15:00:43 GMT

Hi @ahm3dag ,

Sorry to hear there has been no response yet. It should be with 24-48 hours.

Put in another ticket!

Contact A Moderator - At Public Mobile, our support is all online.

Here’s when and how to contact the Moderator Team:

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.

Note that you'll need to create a Community account in order to submit a ticket to us.

During business hours, we strive to answer all customer messages/inquiries as soon as possible. Our Moderators are available from:

- Monday to Friday: 8AM- midnight EST
- Saturday and Sunday: 8AM- 10PM EST

Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Re: How long does it take for a mod to respond to a ticket

esjliv — Sat, 12 Sep 2020 15:02:10 GMT

@ahm3dag ,

Maybe your issue is something the Community can assist with!

What STATUS does your self serve account say?

Re: How long does it take for a mod to respond to a ticket

Anonymous — Sat, 12 Sep 2020 15:02:29 GMT

@ahm3dag wrote:
I submitted a ticket on Wednesday and still haven't recieved a response. It's a little urgent as my cellphone has not had service for the past 3 days

Can you login to your self-serve?

Can you dial 611?

If it's just suspended then if you have a pre-registered payment card then you could make a manual payment either in the self-serve or 611.

You can buy vouchers in many stores or online and also use either the self-serve and 611.

You can do instant top-up at some stores.

If you can login to your self-serve then use the Change SIM function to see if the last 4 digits there match your actual SIM card numbers.

Re: How long does it take for a mod to respond to a ticket

svitmayak — Sat, 12 Sep 2020 16:09:59 GMT

I heard you, same here, payed to start my service and waiting the second day already. Nothing working, nobody to talk to. I requested my money back.

Re: How long does it take for a mod to respond to a ticket

Staliger — Sat, 12 Sep 2020 16:21:43 GMT

@ahm3dag in the worst case, up to 3 days. Usually, within a day. Sending a direct message instead of creating a ticket has a faster response from mods.

Re: How long does it take for a mod to respond to a ticket

svitmayak — Sat, 12 Sep 2020 16:36:26 GMT

I understand that some time it could happen. I n my case I just listen to my friend who recommended Public Mobile, and I got the phone the SIM card, paid 30$ for the promo plan with 2GB data, and second day waiting for somebody to resolve my problem. Can’t login to my account, because it wasn’t verified yet. When I paid for my crevices I got a text massage from 611 that confirmation email will be sent shortly, than right after that: I dyed of email a text that to get that confirmation I need a text massage to be an able. Of cause because I didn’t confirm my account yet.

Re: How long does it take for a mod to respond to a ticket

LurganIeUk — Sat, 12 Sep 2020 16:47:46 GMT

@ahm3dag wrote:
I submitted a ticket on Wednesday and still haven't recieved a response. It's a little urgent as my cellphone has not had service for the past 3 days

For the few issues I have had.....all resolved in 4-5 hours or less.

Re: How long does it take for a mod to respond to a ticket

ZachsMom — Sat, 12 Sep 2020 16:55:29 GMT

I am still waiting 48 hours and counting....beyond frustrated!!! Take money and zero service!!

Re: How long does it take for a mod to respond to a ticket

svitmayak — Sat, 12 Sep 2020 16:58:00 GMT

Well lucky you. I am not so fortunate. But I finally got the reply from different MOD about my problem and she gave me some hope. Maybe soon they can solve my problem.

Re: How long does it take for a mod to respond to a ticket

Anonymous — Sat, 12 Sep 2020 17:00:56 GMT

@ZachsMom wrote:
I am still waiting 48 hours and counting....beyond frustrated!!! Take money and zero service!!

@ZachsMom

In your No SIM thread, I offered some thoughts that you might be interested in.

Re: How long does it take for a mod to respond to a ticket

svitmayak — Sat, 12 Sep 2020 17:04:24 GMT

@ZachsMom

Don’t loose hope. I am totally understand your frustration, I am going through this road of frustration too. I just got the reply from MOD, about my problem.

Re: How long does it take for a mod to respond to a ticket

hairbag1 — Sat, 12 Sep 2020 17:09:33 GMT

@ZachsMom...

for the time being...download the free TextNow app. You can make and receive free calls and texting as long as you have a wifi signal.

It's not the answer to your problems but until you hear back from moderator...give it a try at least.

Make sure you check the little envelope icon on top right side of page...that's where you'll see response from moderators, when they do reply.

Re: How long does it take for a mod to respond to a ticket

svitmayak — Sat, 12 Sep 2020 17:17:20 GMT

@hairbag1

I have that app, so far I like it.

Thanks.

Re: How long does it take for a mod to respond to a ticket

ZachsMom — Sat, 12 Sep 2020 17:21:32 GMT

Thanks I am trying to be patient! The wifi doesn’t help my son as he needs a cell signal no wifi when travelling on public transit to and from school. The phone is for emergencies. My patience is really wearing!!

Re: How long does it take for a mod to respond to a ticket

svitmayak — Sat, 12 Sep 2020 17:27:20 GMT

Same here, that was the reason to try out Public Mobile. But at this moment one of the MOD tries to fix mine issue. I hope yours will be taken care of soon.

Re: How long does it take for a mod to respond to a ticket

hairbag1 — Sat, 12 Sep 2020 17:41:29 GMT

@ZachsMom...

your sim works in his phone...ok so who is your cell provider ?

It really does lead us to suspect that his phone is locked to a previous cell network. Who was the previous cell provider anyhow ?

Re: How long does it take for a mod to respond to a ticket

ZachsMom — Sat, 12 Sep 2020 18:31:31 GMT

My previous provider was Bell, my new SIM is with Telus, the phone is not locked!!

Re: How long does it take for a mod to respond to a ticket

LurganIeUk — Sat, 12 Sep 2020 18:55:04 GMT

You need to talk to Telus if that is where you created an account.

You need to buy a Public Mobile SIM and create an account accordingly.

Re: How long does it take for a mod to respond to a ticket

ZachsMom — Sat, 12 Sep 2020 20:12:32 GMT

Thanks I have done all of that!! I need a moderator to respond I am 100% certain the SIM is defective!!