topic Re: Ticket response time in Get Support

Ticket response time

Double-decker — Sat, 29 Mar 2025 07:44:57 GMT

Is there a service level expectation for the turnaround on submitted tickets? I want to set my expectations appropriately and would appreciate knowing this information.

Thank you in advance!

Re: Ticket response time

hTideGnow — Sat, 29 Mar 2025 02:08:09 GMT

HI @Double-decker

usually within 2 to 4 hours.

Re: Ticket response time

Techfish — Sat, 29 Mar 2025 02:08:57 GMT

From my experiences through private messages, it's usually between 30 minutes and a few hours.

Their hours are 9 AM to 10 PM Eastern.

Re: Ticket response time

golfball — Sat, 29 Mar 2025 02:11:12 GMT

It can sometimes take longer, especially during the evening on a Friday. But you most likely will get a response by tomorrow.

Re: Ticket response time

slusagm — Sat, 29 Mar 2025 02:11:33 GMT

i always have good experience with support from PM, i exchange couple tickets with them, usually problem solved in an hour

but it is now 10PM ET, their support centre already closed and will be reopened tomorrow at 9am. Message them back after 12pm ET if you don't hear from them

Re: Ticket response time

funpig1 — Sat, 29 Mar 2025 04:07:11 GMT

@Double-decker

In my experience, response time is several hours to a couple of days depending on how busy they are.

I attach a screenshot of public mobile's own help topic where they claim that they try to keep the response time to less than 48 hours.

If there is a big promotion and lots of new activations or system issues, the customer agents can be overwhelmed. I have run into situations where they do not respond at all. All you can do is keep sending private messages requesting help.

Although the chatbot is "recommended", many have found that it can be a real time waster and find that it is much better to send a message directly to a customer agent using the following the link:

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

In order to save yourself a little bit of time, you should provide your account number and your four-digit credit card number in your first private message to the customer agent. Otherwise, there will be further delay when they ask you for this information to verify your account.

Good luck.

Re: Ticket response time

Double-decker — Sat, 29 Mar 2025 06:33:09 GMT

Thanks for the responses fellow Publicans!