topic Re: Tickets submitted, no contact or reply in Get Support

Tickets submitted, no contact or reply

Winger1919 — Sun, 31 Dec 2023 01:27:49 GMT

Hi, trying to solve a time sensitive deal offer and submitted two separate tickets for resolution, no CS contact in any way, took screen shots of ticket info, so being time sensitive, this is not a great situation to be in, to hope someone maybe notices. Any thoughts to expedite process.

Re: Tickets submitted, no contact or reply

softech — Sat, 30 Dec 2023 15:20:14 GMT

@Winger1919

did you open ticket via chatbot or messaging?

usually they reply resonably quickly. Check your Community inbox. If no reply in 2 hours, please message them again:

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

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

Also, mind to share the issue? not sure if we can help or suggest workarounds

Re: Tickets submitted, no contact or reply

HALIMACS — Sat, 30 Dec 2023 15:20:16 GMT

No way to expedite once a ticket is sent.

Just keep an eye on your private message inbox for reply @Winger1919

Re: Tickets submitted, no contact or reply

Handy1 — Sat, 30 Dec 2023 15:20:43 GMT

@Winger1919 Just keep an eye on your community in box for agents reply . Or you can use this link to the community in box

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Tickets submitted, no contact or reply

Winger1919 — Sat, 30 Dec 2023 15:24:26 GMT

Via messaging, and I do not see any envelope symbol, but I do see an alarm bell symbol

Re: Tickets submitted, no contact or reply

Phil_Adelphus — Sat, 30 Dec 2023 15:26:53 GMT

@Winger1919 If you don't see an envelope icon click or tap on your avatar to the right of the bell and there is a drop down menu with Messages. Not all devices show the envelope, took me a while to figure that one out myself!

Re: Tickets submitted, no contact or reply

softech — Sat, 30 Dec 2023 15:26:59 GMT

@Winger1919 wrote:
Via messaging, and I do not see any envelope symbol, but I do see an alarm bell symbol

@Winger1919

click on the avatar on the top right to expand the menu and you will see the inbox icon

or use this direct link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Tickets submitted, no contact or reply

Winger1919 — Sat, 30 Dec 2023 15:31:04 GMT

Yes, I see that area now, and have been patiently awaiting a communication and ideally a resolution to our issue, so I will check there going forward.... just get the feeling like time will pass and resolution regarding an offer will expire.

Re: Tickets submitted, no contact or reply

Handy1 — Sat, 30 Dec 2023 15:36:12 GMT

@Winger1919 So this is for the 50GB for $39 offer ? It’s still in our accounts and you can make plan change for still . Just make change for next renewal and not immediately or you lose money on your current cycle

Re: Tickets submitted, no contact or reply

Winger1919 — Sat, 30 Dec 2023 15:50:41 GMT

Yes, seems like best solution. Thank you.

Re: Tickets submitted, no contact or reply

HALIMACS — Sat, 30 Dec 2023 15:50:55 GMT

It won't @Winger1919 , so long as there is an active communication in the works regarding an issue you feel you may succeed at.

Their failure to reply doesn't give them the ability to say "you're too late". Surely if the front line customer support agents say this, a request to deal with a more experienced CSA will see it through.

Just stay calm and polite and you will get better outcomes with them.

Re: Tickets submitted, no contact or reply

computergeek541 — Sun, 31 Dec 2023 01:27:21 GMT

@Winger1919 wrote:
Yes, seems like best solution. Thank you.

self solution removed