topic Re: Customer service in Get Support

Customer service

Jolenemill — Sun, 21 Apr 2024 01:37:18 GMT

How long does it usually take for customer service to get back to you? I sent a message 9 hours ago about my account

Re: Customer service

fixin1 — Sun, 21 Apr 2024 01:39:09 GMT

CS_Agent will typically get back to you within 48 hours. * CS_Agents are at load due to iMessage activation issues so it may take longer than 48 hours. * They work 7 days a week from 9 AM to 10 PM EST. You will be required to login to your Public Mobile Community Account to contact CS_Agent. Once you are finished making the ticket with CS_Agent, please ensure that you monitor for one of the agents responding back to you because they may notify you asking for some information via Private Message, in your mailbox by clicking this link here: Messages

Re: Customer service

hTideGnow — Sun, 21 Apr 2024 01:39:14 GMT

hi @Jolenemill usually in 2 or 4 hours

9 hours is unusual. You checked the Community inbox?? https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

if no reply, don't wait, message CS Agent again

Re: Customer service

Hollister — Sun, 21 Apr 2024 01:46:19 GMT

@Jolenemill

Longer than normal wait times announcement:

https://productioncommunity.publicmobile.ca/t5/Announcements/Longer-Than-Normal-Support-Wait-Times/td-p/1181970

Re: Customer service

Chalupa_Batman — Sun, 21 Apr 2024 02:15:52 GMT

Truthfully @Jolenemill

Nobody really knows. There are set times for them to contact you back but there are so many broken things right now that it could be days. I read today that it's been a week and still hasn't heard back from them.

Re: Customer service

Rastin — Sun, 21 Apr 2024 02:34:13 GMT

For me my first response from them was 20 hours the second was about 36 hours. The first question they ask is your name, number and email. If you want to bypass the first question add it to your first ticket as you will be put back to the end of the wait list just for there first question