topic Re: question in Get Support

question

gittyklein — Wed, 28 Sep 2022 21:59:28 GMT

hi ones i message with a agent does it take a lot of time for them to respond????????????

Re: question

will13am — Wed, 28 Sep 2022 22:02:11 GMT

@gittyklein , it depends on their workload. If the ticket load factor is high, it can take longer. Earlier this afternoon, I submitted a ticket and was on live chat with an agent within 15 minutes. My ticket was resolved 3 minutes later.

Re: question

Remember — Wed, 28 Sep 2022 22:03:45 GMT

@gittyklein

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.Customer Support Agents are available:

Monday to Sunday: 6 AM to 10 PM EST

check inbox(top right corner envelope icon) for response from CS_Agent so soon you will get a answer.

Re: question

softech — Wed, 28 Sep 2022 22:06:36 GMT

https://publicmobile.ca/en/on/get-help/articles/moderator-hours-of-operation

Re: question

Yummy — Wed, 28 Sep 2022 22:16:11 GMT

@Remember wrote:
@gittyklein
During business hours, we strive to answer customer messages swiftly

We??? Who is WE? Are you PM staff?

PM staff - agent, will answer as soon as possible depending on workload and number of inquiries they have to handle. It could be from minutes to hours (or days).

Community volunteers answer within minutes or seconds depending who is on-line.

So be patient.

Re: question

computergeek541 — Thu, 29 Sep 2022 02:05:21 GMT

@Yummy wrote:
@Remember wrote:
@gittyklein
During business hours, we strive to answer customer messages swiftly
We??? Who is WE? Are you PM staff?
PM staff - agent, will answer as soon as possible depending on workload and number of inquiries they have to handle. It could be from minutes to hours (or days).
Community volunteers answer within minutes or seconds depending who is on-line.
So be patient.

For clarification for those new to this Community, the member with the name of Remember is not a a Public Mobile employee and cannot provide account level support for anyone. Please do not contact this person with your personal or account information.

Re: question

hTideGnow — Thu, 29 Sep 2022 02:10:00 GMT

HI @computergeek541 would be nice if you add that directly to her post, just in case

Re: question

Hus — Thu, 29 Sep 2022 14:33:04 GMT

Honestly I contacted 2 agents within 2 days and they were VERY quick to respond! I was very satisfied. So they should respond within the same day normally!

ticket

gittyklein — Thu, 29 Sep 2022 15:52:57 GMT

how do i apply for a ticket

Re: ticket

softech — Thu, 29 Sep 2022 15:56:56 GMT

@gittyklein do you mind if we ask what kind of help you need? if you don't mind sharing, maybe the Community have some quick workarounds for you

But if it is account issue that might involves payment, then yes, open ticket with PM Support. You can open it with one of the 2 methods below:

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there

Re: ticket

hairbag1 — Thu, 29 Sep 2022 16:02:58 GMT

Best is to ask your questions here..then we can guide you to proper resource if we can't help. Start by asking questions here.

Re: ticket

dust2dust — Thu, 29 Sep 2022 16:05:52 GMT

You've been provided all this information in your previous questions.

But yes maybe we can help you if you have yet another question.