topic Re: How long does a ticket response take? in Get Support

How long does a ticket response take?

Slowgold99 — Thu, 07 Mar 2024 00:52:22 GMT

Re: How long does a ticket response take?

OlivierR — Thu, 07 Mar 2024 00:56:16 GMT

Usualy between 30 minutes to 3 hours but with the legacy reward removal their are probably getting alot of tickets so it may be longer

Re: How long does a ticket response take?

Slowgold99 — Thu, 07 Mar 2024 00:57:28 GMT

I've been waiting for over 2 days

Re: How long does a ticket response take?

OlivierR — Thu, 07 Mar 2024 00:59:43 GMT

That's not normal you could try to create a new ticket or try to get help here if it doesnt need the assistance of a customer service agent

Re: How long does a ticket response take?

Slowgold99 — Thu, 07 Mar 2024 01:01:45 GMT

I didn't think it was normal but I don't see why I should be required to open a new ticket. I have the ticket reference number and it was opened 2 days ago.

Re: How long does a ticket response take?

Neil11 — Thu, 07 Mar 2024 01:06:59 GMT

You can private message a CS agent and they will help you with ur issue via email responses. You get an email notification when they respond. My agent was very helpful and replied quickly within 30mins.

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

Re: How long does a ticket response take?

OlivierR — Thu, 07 Mar 2024 01:08:11 GMT

Well I dont know what to say there only 2 way to contact them eighter by ticket or private message 2 days is a realy long time. You could try to send them a private message https://productioncommunity.publicmobile.ca/t5/user/viewprofilepage/user-id/22437

Re: How long does a ticket response take?

Slowgold99 — Thu, 07 Mar 2024 01:11:07 GMT

I've reached out/tried to reach out to cs_agent via private message and no responses since monday either

Re: How long does a ticket response take?

kcorscadden — Thu, 07 Mar 2024 01:19:16 GMT

@Slowgold99 I am in the same boat. PM'd CS_Agent and haven't received a response and that was sent 2 days ago as well. Sent another one earlier today and still nothing

Re: How long does a ticket response take?

Slowgold99 — Thu, 07 Mar 2024 01:24:16 GMT

I'm all for self service but when I cannot even activate the service I've just signed up for after 2 days I have to question is this worth it

Re: How long does a ticket response take?

kcorscadden — Thu, 07 Mar 2024 01:26:11 GMT

@Slowgold99 Mine is a SIM card credit question, so not a huge deal for me.

What kind of activation are you doing? Port?

Re: How long does a ticket response take?

Slowgold99 — Thu, 07 Mar 2024 01:29:19 GMT

tried doing the port in and then the app gets stuck at step 6 and says reach out to support. that was 2 days ago.

Re: How long does a ticket response take?

kcorscadden — Thu, 07 Mar 2024 01:45:12 GMT

@Slowgold99 I believe there is a phone # to call if you have porting problems. I don't know the #, but someone should see this and PM it to you.

Re: How long does a ticket response take?

Slowgold99 — Thu, 07 Mar 2024 01:46:46 GMT

I have the number and I need my account number which I cannot get because no one has responded to my ticket from 2 days ago.

Re: How long does a ticket response take?

kcorscadden — Thu, 07 Mar 2024 01:51:48 GMT

@Slowgold99 You should have some kind of account #. Or at least give them your email address that you use as your username for your account. They should be able to find something to find your account.

Try logging into your account from the main screen and see what generates and then go from there

Re: How long does a ticket response take?

Slowgold99 — Thu, 07 Mar 2024 16:21:08 GMT

I really wonder where you come up with your responses. The email received when signing up only shows the last 4 digits of my account number, which doesn't help. Even giving the support team on the phone my email address didn't help. Again no account number is shown when logging in. I just need the cs_agents to respond to my tickets and messages as it's been 3 days now.

Re: How long does a ticket response take?

Neil11 — Thu, 07 Mar 2024 16:31:05 GMT

If u are able to sign in to your account, go to your profile and you will be able to see ur whole acct number if click "eye" icon.

Re: How long does a ticket response take?

Slowgold99 — Thu, 07 Mar 2024 16:46:23 GMT

that's not possible unless you complete activation of service which I cannot because the it puts me in a perpetual loop of the either resume activation or log in. and I cannot complete activation because of the port transfer. Which is why I opened the ticket. And if no one from support can respond 3 days later why am I wasting my time?

Re: How long does a ticket response take?

kcorscadden — Thu, 07 Mar 2024 16:58:47 GMT

You wonder where I get my responses from? This isn't rocket science man. You must have some form of account info. The last 4 digits of your account # + your email address is enough for them to find your account.

Have you even tried calling the porting number? Call the number and explain your situation to them and see what they say. Maybe they'll refer you to another phone #.

Re: How long does a ticket response take?

Slowgold99 — Thu, 07 Mar 2024 17:15:57 GMT

I know it's not rocket science and yet they cannot find the account without the all digits to the account number. Dude you clearly don't know what you're talking about as I was already on the phone with them as I mentioned earlier.