topic Re: How to contact a customer support agent in Get Support

How to contact a customer support agent

HangNguyen — Sat, 11 Nov 2023 17:05:06 GMT

Hi. Can anyone show me how to contact customer support agent again? I sent a private message to them but do not know how to check if they responded to me or not?

Thanks

Re: How to contact a customer support agent

SourDude1234 — Sat, 11 Nov 2023 17:06:22 GMT

Hi @HangNguyen
Monitor the envelope icon on the top right of the page and that is where you will receive the notification.

Re: How to contact a customer support agent

dust2dust — Sat, 11 Nov 2023 17:10:29 GMT

Same place you sent the private message. On desktop, the envelope next to your house avatar or on mobile tap the avatar and tap messages.
I suggest turning on the email notification for when a private message arrives in the inbox. Then you come here and deal with it.
Different colour scheme but it's the same idea. v

How long to wait for customer support agent

HangNguyen — Sat, 11 Nov 2023 17:29:52 GMT

Hi. Do you know how long we should wait for customer support agent to help with our sim activation error after we have sent them a private message?

Re: How long to wait for customer support agent

DennyCrane — Sat, 11 Nov 2023 17:33:06 GMT

Usually no more than 2-3 hours, sometimes sooner.

Re: How long to wait for customer support agent

Hollister — Sat, 11 Nov 2023 17:34:22 GMT

@HangNguyen

I find that on weekends the wait time is much longer. Could be up to 48 hours as posted on their website.

Re: How long to wait for customer support agent

MartinX — Sat, 11 Nov 2023 17:34:57 GMT

I've been getting replies every 15-30 minutes during my exchange with a rep. If only there were a way to do this live.... hrrrrm....

Re: How long to wait for customer support agent

HangNguyen — Sat, 11 Nov 2023 17:50:45 GMT

Do you think my activation failed means what i paid for the supscription will be untouched until the sim is fully activated or they will deduct the balance from it for each day that went by?

Re: How long to wait for customer support agent

MartinX — Sat, 11 Nov 2023 17:54:27 GMT

So far they have only accused me of failing to complete the port transfer. I showed them proof of the contrary but have received no apology yet.
From the looks of things they are not taking any responsibility for these widespread problems, so it's very unlikely they'll issue any credit or refund.

Just my opinion so far, I could be wrong. We haven't reached that point in our discussion yet.

Re: How long to wait for customer support agent

Ontariodude — Sat, 11 Nov 2023 20:54:15 GMT

What is the exact error in the activation process? I just went through my own activation process and it took a bit of time (it definitely was not instantaneous).
As far as your second question, your plan usage clock starts to tick only when the SIM is fully activated and you have an operational phone number.

Re: How to contact a customer support agent

computergeek541 — Sun, 12 Nov 2023 07:20:30 GMT

Re: How to contact a customer support agent

frankyssst — Fri, 24 May 2024 15:05:19 GMT

Same here and no results of course. They probably have 0 agents, only machines

Re: How to contact a customer support agent

hTideGnow — Fri, 24 May 2024 15:14:45 GMT

@frankyssst wrote:
Same here and no results of course. They probably have 0 agents, only machines

HI @frankyssst

there are many agents, not machine

How long you submitted ticket or message? did you check your community inbox for their reply
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

they usually reply within 4 hours. If no reply still , please message them again for update
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: How to contact a customer support agent

frankyssst — Fri, 24 May 2024 16:00:03 GMT

So, why not leave your phone number?