topic Re: Two tickets submitted with no email confirmation or response in Get Support

Two tickets submitted with no email confirmation or response

SC123 — Sun, 05 Jan 2025 01:49:28 GMT

I understand PM agents are busy with the influx the new account recently added.\

I've recently sent in two tickets to change a plan that I'm not able to do on my end.

Sadly I don't have confirmation of the ticket numbers as I haven't been emailed them on my end(I know I should have screenshot both of them).

Just wondering on a timeline on when I'd received a response.

Re: Two tickets submitted with no email confirmation or response

Chalupa_Batman — Sat, 04 Jan 2025 21:20:36 GMT

@SC123 wrote:
I understand PM agents are busy with the influx the new account recently added.\
I've recently sent in two tickets to change a plan that I'm not able to do on my end.
Sadly I don't have confirmation of the ticket numbers as I haven't been emailed them on my end(I know I should have screenshot both of them).
Just wondering on a timeline on when I'd received a response.

Hey @SC123

Check the top right corner of the page.

You'll see the envelope there with notice. If they still haven't responded, send a 3rd request and in the subject line enter ESCALATION 3rd response in (how many days) without response.

Re: Two tickets submitted with no email confirmation or response

hTideGnow — Sat, 04 Jan 2025 21:27:34 GMT

hi @SC123

did you check the community inbox

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

if no reply, message support again and ask for update

Re: Two tickets submitted with no email confirmation or response

Phil_Adelphus — Sat, 04 Jan 2025 22:08:12 GMT

@SC123 I've recently sent in two tickets to change a plan that I'm not able to do on my end.

If you mean you want to change to a plan that doesn't appear in your account's "change subscription" then that usually means you aren't able to get it. Specific plans are offered to specific customers now, unfortunately.

Re: Two tickets submitted with no email confirmation or response

SC123 — Sat, 04 Jan 2025 22:52:53 GMT

funny enough I'm missing the envelope at the top

Re: Two tickets submitted with no email confirmation or response

Phil_Adelphus — Sat, 04 Jan 2025 23:14:49 GMT

@SC123 The envelope is not there for everyone. I never see it either. Instead you need to tap your avatar to the right of the bell icon and there'll be a drop down with Messages. It's too bad there isn't an indicator on the avatar that there is something in Messages, same as there is on the envelope.

Re: Two tickets submitted with no email confirmation or response

SC123 — Sun, 05 Jan 2025 01:36:15 GMT

Yup no response. I think it's been 4-5 days at this point.

Re: Two tickets submitted with no email confirmation or response

SC123 — Sun, 05 Jan 2025 18:40:08 GMT

I never PM'd the agent directly. Sorry for the trouble guys. I rarely do it so totally forgot that was an option.