topic Re: What is with the support system? Is there a better way to get help? in Get Support

What is with the support system? Is there a better way to get help?

danlea99 — Thu, 26 May 2022 20:05:06 GMT

I have been trying to contact someone for over an hour and a half. I have issued a ticket, Jorge has sent me a message but then has not answered me. Does this kind of thing happen a lot? I am very frustrated as this is not the first issue I have had and I just signed up a week ago.

Re: What is with the support system? Is there a better way to get help?

softech — Thu, 26 May 2022 20:06:40 GMT

@danlea99

Sorry, this is the only way to engage support. You have done it correctly.

It's good Jorge replied, so, at least they accepted the ticket and it wasn't lost Sometimes, the back and forth could take time. Just reply again on the message and ask for an update

Re: What is with the support system? Is there a better way to get help?

dust2dust — Thu, 26 May 2022 20:07:56 GMT

Did you reply to him in email or in the private message system?

What's the problem you're having otherwise while you wait?

Re: What is with the support system? Is there a better way to get help?

JL9 — Thu, 26 May 2022 20:14:24 GMT

A sacrifice for the lower cost and rewards unfortunately, but customer service are still pretty reliable at resolving issues

Re: What is with the support system? Is there a better way to get help?

danlea99 — Thu, 26 May 2022 20:25:44 GMT

I have replied 6 times. I get nothing back.

Re: What is with the support system? Is there a better way to get help?

computergeek541 — Thu, 26 May 2022 20:28:35 GMT

@danlea99 wrote:
I have replied 6 times. I get nothing back.

Please see the question asked 3 message posts earlier about if you're using the Public Mobile Community private messaging system. If you're simply opening your e-mail account and replying to e-mail message that informs of you of a new Community private message, nobody will ever receive that.

Re: What is with the support system? Is there a better way to get help?

danlea99 — Thu, 26 May 2022 20:28:32 GMT

I reply in the private message system. I get nothing back. I started trying to get help at 12:30 and it is now 2:30. I have paid for service and people tell me when they try to call it says the number is not in service. I am expecting a very important call.

Re: What is with the support system? Is there a better way to get help?

computergeek541 — Thu, 26 May 2022 20:30:50 GMT

@danlea99 wrote:
I reply in the private message system. I get nothing back. I started trying to get help at 12:30 and it is now 2:30. I have paid for service and people tell me when they try to call it says the number is not in service. I am expecting a very important call.

This means that the CSAs havne't gotten to you yet. Support isn't always provided immediately. It can sometimes take a few hours or a few days (but it's usually quicker than that).

Re: What is with the support system? Is there a better way to get help?

danlea99 — Thu, 26 May 2022 20:31:18 GMT

Not in this case I'm afraid. I started asking for help at 12:30 and it is now 2:30. I get nothing. I can't verified my account because the PIN number I used is Invalid. The phone number is not working. It's a mess.

Re: What is with the support system? Is there a better way to get help?

dust2dust — Thu, 26 May 2022 20:33:37 GMT

Are you able to login to your account? Dial 611? Did you possibly have a credit card fraud recently?

Re: What is with the support system? Is there a better way to get help?

danlea99 — Thu, 26 May 2022 20:35:06 GMT

I can log in to my account but I can't use my phone number or PIN that was set up.

Re: What is with the support system? Is there a better way to get help?

dust2dust — Thu, 26 May 2022 20:36:12 GMT

Does your account show active or suspended?

Re: What is with the support system? Is there a better way to get help?

darlicious — Thu, 26 May 2022 20:37:24 GMT

@danlea99

90 minutes is a longer than usual gap between messages to get a reply back from the CSA. As noted by @computergeek541 and @dust2dust are you replying to the email notification or thru your private message box the envelope icon next to your avatar at the top right corner of your screen?

Has a little number popped up indicating a reply from a CSA? Occasionally the CSA can take a much longer time to reply or if they are waiting for you to complete verification may not respond until you do so?

You can always reply and change the subject line to " Hello? Did you forget about me?!!" to grab the agents attention or the attention of a colleague?

To contact customer support : Submit a support ticket via SIMon the chat bot Click here

Or if you cannot submit a ticket via SIMon then Click here ....for additional member supplied info.

Re: What is with the support system? Is there a better way to get help?

danlea99 — Thu, 26 May 2022 20:41:47 GMT

I have had nothing but trouble. I received help the first time when I first opened my account. They thought they had fixed the issue and I started receiving Texts so I thought it was fixed. Now I can't receive phone calls as it says my number is out of service yet texts are still coming through. I can't use my phone number or my pin as it comes up invalid. This makes it very difficult to navigate through their system.

Re: What is with the support system? Is there a better way to get help?

danlea99 — Thu, 26 May 2022 20:58:34 GMT

I'm not replying to an email. Not my first rodeo with this system. I'm so frustrated I'm beyond words. Tickets get issued and I reply and then nothing back. I answer on the community board like instructed.

Re: What is with the support system? Is there a better way to get help?

softech — Thu, 26 May 2022 21:02:20 GMT

@danlea99 You can login to My Account without issue?

and for the reply, how long since you replied them?

And, reply once again and hope that can speed things up

Re: What is with the support system? Is there a better way to get help?

danlea99 — Thu, 26 May 2022 21:03:32 GMT

I have tickets issued. I go to my community page. I see the message sent that an agent will be with me in approx. 14 minutes. Then an agent comes on and gives me his name and asks what is the problem. I reply back to the message and get nothing back.

Re: What is with the support system? Is there a better way to get help?

darlicious — Thu, 26 May 2022 21:04:13 GMT

@danlea99

Well that's not acceptable service. Sounds like your sim card needs reprovisioning and your account reset although they may have done that originally. Let's see if we can't get you the reply you are seeking at the moment first....then I have an idea about your actual issue that we can deal with if to customer support still can't fix the issue.

To contact customer support : Submit a support ticket via SIMon the chat bot Click here

Or if you cannot submit a ticket via SIMon then Click here ....for additional member supplied info.

Re: What is with the support system? Is there a better way to get help?

danlea99 — Thu, 26 May 2022 21:05:53 GMT

My account is active and all is good on the account. I had trouble to start with the activation not working. I went through this whole process then and thought everything had been fixed. Apparently not. There are still issues. Something has been changed as my number is not working nor my PIN number

Re: What is with the support system? Is there a better way to get help?

darlicious — Thu, 26 May 2022 21:06:26 GMT

@danlea99

What time was the last reply from the CSA? Eastern?

To contact customer support : Submit a support ticket via SIMon the chat bot Click here

Or if you cannot submit a ticket via SIMon then Click here ....for additional member supplied info.