topic Re: 3 Days with Nothing from Support. Options? in Get Support

3 Days with Nothing from Support. Options?

ginan1989 — Tue, 23 Aug 2022 15:43:27 GMT

I just activated my SIM card and paid for my plan on Saturday. I needed to switch my current number from Koodo to Public, so I followed the directions to submit a ticket for an agent to help me with that. It's been over 3 days and I haven't heard from anyone. Is it supposed to take this long? How do I get through to support to actually get help?

Re: 3 Days with Nothing from Support. Options?

dabr — Tue, 23 Aug 2022 15:47:11 GMT

@ginan1989 No, waiting 3 days for a response is definitely not the norm. I'm surprised it's taking so long for them to respond to you, but you should send another ticket or private message.

If you submitted a ticket originally, try send a private message this time around via this link: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: 3 Days with Nothing from Support. Options?

hTideGnow — Tue, 23 Aug 2022 15:48:34 GMT

HI @ginan1989 did you check your Community inbox?

I think you just need to open another ticket with them or message them again

Re: 3 Days with Nothing from Support. Options?

hTideGnow — Tue, 23 Aug 2022 15:50:53 GMT

HI @ginan1989 actually, for porting, there is a number you can call and check the porting status.

I will message you the phone number. Check your Community inbox

Re: 3 Days with Nothing from Support. Options?

ginan1989 — Tue, 23 Aug 2022 16:07:55 GMT

Thanks @hTideGnow! I called that number, but it just said there's no active transfer request for my number and directed me to Koodo's support, which doesn't seem right.

Re: 3 Days with Nothing from Support. Options?

dabr — Tue, 23 Aug 2022 16:14:08 GMT

@ginan1989 Submit another ticket or private message. You should be hearing back within a couple of hours or less so keep an eye on the message box top right to verify the account first.

Re: 3 Days with Nothing from Support. Options?

dust2dust — Tue, 23 Aug 2022 16:15:22 GMT

Do you have the little envelope icon next to your coffee cup avatar?

Re: 3 Days with Nothing from Support. Options?

ginan1989 — Tue, 23 Aug 2022 16:18:41 GMT

I do and double checked the inbox. No messages from support.

Re: 3 Days with Nothing from Support. Options?

ginan1989 — Tue, 23 Aug 2022 16:19:31 GMT

Thanks @dabr. I did both. Let's see how long this takes...

Re: 3 Days with Nothing from Support. Options?

dust2dust — Tue, 23 Aug 2022 16:22:24 GMT

When you click on the Inbox heading you can see your Sent box. Do you see your ticket in there?

Re: 3 Days with Nothing from Support. Options?

ginan1989 — Tue, 23 Aug 2022 16:26:16 GMT

Yes, it's there in sent.

Re: 3 Days with Nothing from Support. Options?

darlicious — Tue, 23 Aug 2022 18:18:47 GMT

@ginan1989

Have you had a reply from a CSA yet? Are you coming from koodo prepaid?

Re: 3 Days with Nothing from Support. Options?

ginan1989 — Tue, 23 Aug 2022 18:19:29 GMT

It seems like there was an issue with my original ticket, so submitting another one did it and I'm all set up now. 👍 Thanks!