topic Re: Support in Get Support

Support

BobPattison — Wed, 18 Dec 2024 19:58:37 GMT

I have created a ticket, received a connection to Hassell, Customer Support Agent and after responding to him yesterday, still waiting on him to connect. Is this normal customer service for Public Mobile?

Re: Support

slusagm — Wed, 18 Dec 2024 17:02:06 GMT

check the inbox again, and reply again for update

Re: Support

eddieO — Wed, 18 Dec 2024 17:03:08 GMT

@BobPattison, have you tried messaging the same support agent back? If it's been more than a few hours you can try opening another ticket

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

Re: Support

BKNS27 — Wed, 18 Dec 2024 17:04:27 GMT

@BobPattison

Yes this is normal because when they reply back and you didn’t see the reply. The Agent won’t wait a longtime for you to reply so they move onto the next ticket.

Re: Support

BobPattison — Wed, 18 Dec 2024 17:05:04 GMT

done and done, nothing in either

Re: Support

Phil_Adelphus — Wed, 18 Dec 2024 17:09:38 GMT

@BobPattison I haven't needed support very often but when I have they have replied within the hour. If you open a ticket/send a private message too late in the day you may have to wait a while as their hours are 9 a.m. to 10 p.m. eastern time. Maybe someone here in the community can help with your issue if you'd care to post it here (without any personal info of course since it's public).

Re: Support

BobPattison — Wed, 18 Dec 2024 17:41:13 GMT

Thanks Phil, submitted new ticket and received immediate action and solution to issue. Your assistance is appreciated. Have a great day.