topic Re: Ticket answer time in Get Support

Ticket answer time

Sapstar66 — Tue, 10 Dec 2024 15:27:54 GMT

Hello all...

New to PM and having a major issue since trying to port a voip number to PM.

PM profile shows the ported number even though the demand was not even sent to voip provider. Phone can now place a phone call and shows ported number as caller ID, but cannot receive call at that number NOR the number originally assinged to the account. Cannot SMS neither.

Opened a ticket yesterday, but no response yet.

How long does it usually take for them to answer a ticket. This is ridiculous. Almost 2 weeks now without the possibility of receiving phone calls/SMS..........

Will leave PM if no answer soon.

Let me know please!

Re: Ticket answer time

Handy1 — Tue, 10 Dec 2024 15:29:47 GMT

@Sapstar66 Usually they reply in 1-3 hours sometimes longer but two weeks is to long if submit another ticket

send a private message To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

After submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

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

Re: Ticket answer time

slusagm — Tue, 10 Dec 2024 15:31:36 GMT

they usually reply the same day. Just check the inbox first

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

and message them again if really nothing

Re: Ticket answer time

Sapstar66 — Tue, 10 Dec 2024 15:32:26 GMT

Thank you for the reply. The ticket was only submitted yesterday, but yeah, had the service for almost 2 weeks now. Will give it a few extra hours before opening a new ticket (ticket was sent to the CS_Agent as shown)

Again... thanks! 🙂

Re: Ticket answer time

Yummy — Tue, 10 Dec 2024 15:35:13 GMT

Agent's response time depends on how many requests they receive.

It could be from 30 min to few hours or worst case scenario - days.

BUT agent WILL get back to you.

You are free to chose provider which suits your needs the best. PM does not care much if you leave...

Re: Ticket answer time

Sapstar66 — Tue, 10 Dec 2024 15:36:28 GMT

oh I know they don't care. No one does! 😀

Re: Ticket answer time

computergeek541 — Tue, 10 Dec 2024 17:55:58 GMT

Current wait times should currently be less than 1 hour (during hours of operation). Please note that this can change at any time.

Re: Ticket answer time

Sapstar66 — Tue, 07 Jan 2025 19:06:35 GMT

Me again guys.....

now this is getting almost ridiculous.... I've AGAIN sent a ticket to CS_Agent back on Saturday. Four days now without even an acknowledgement. What am I doing wrong so that every time I ask something it takes forever to get an answer?

Re: Ticket answer time

hTideGnow — Tue, 07 Jan 2025 19:21:04 GMT

hi @Sapstar66

couple posts today and yesterday said the reply from agent was quick

message them again today, and remember that PM does not reply via email but via community inbox, so check here instead

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

Re: Ticket answer time

Sapstar66 — Tue, 07 Jan 2025 19:24:26 GMT

Thank you. Yeah I do check the PM inbox. Nothing. I don't get it. Will reply to my own PM to CS and see.... urghhhhhh....