topic Re: Moderators Operational Hours in Get Support

Moderators Operational Hours

trgtrg2020 — Wed, 05 Jan 2022 21:06:19 GMT

Does anyone know what time Moderators work till? I’m trying to get them to change my Voicemail PIN, Account PIN and Account Email. The entire process is taking hours. They haven’t replied in over 2 hours after asking initial security questions.

Also, every time MOD replies it’s a new person coming in and asking the exact same security questions already asked by the last MOD. Had to answer same questions twice. You would think they’d just assign 1 person to your issue LoL!

Re: Moderators Operational Hours

Jb456 — Fri, 13 Nov 2020 01:34:30 GMT

https://www.publicmobile.ca/en/on/get-help/articles/get-support#:~:text=During%20peak%20periods%2C%20you%20may,to%2010%20PM%20Eastern%20time.

When Are Moderators Available And How Long Till I Get A Response?

During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.

Moderators are available:

Monday to Friday from 8 AM to midnight Eastern time.

Saturday and Sunday from 8 AM to 10 PM Eastern time.

Note - this is the times PM lists however mods have been known to be online very late at night, early morning answering questions.

Re: Moderators Operational Hours

gpixel — Fri, 13 Nov 2020 01:35:51 GMT

@trgtrg2020 you will probably get one more reply today. then your request will be resolved by tomorrow.

Re: Moderators Operational Hours

computergeek541 — Fri, 13 Nov 2020 01:36:25 GMT

@trgtrg2020 wrote:
Does anyone know what time Moderators work till? I’m trying to get them to change my Voicemail PIN, Account PIN and Account Email. The entire process is taking hours. They haven’t replied in over 2 hours after asking initial security questions.

From what I've seen, there are some moderators here pretty much 24 hours per day, although as @Jb456 has said, the help articles don't support this claim.

Re: Moderators Operational Hours

Jb456 — Fri, 13 Nov 2020 01:37:31 GMT

Yup always see a mod 1-4am EST online.

Re: Moderators Operational Hours

popping — Fri, 13 Nov 2020 01:50:29 GMT

@trgtrg2020

At the moment, there are only 3 moderator online.

You may get a moderator to help you tomorrow.