topic Re: Cs agent response delay in Get Support

Cs agent response delay

bot898 — Mon, 26 Jan 2026 16:54:26 GMT

Hello, what is the average response time from cs_agent? Its been 3 days and still no response to my request. My service plan needs to be replenished ASAP since I need to the call the police for an emergency so this delay is terrible!!

Re: Cs agent response delay

hTideGnow — Mon, 26 Jan 2026 16:55:46 GMT

hi @bot898

the delay is long because of the 50% off deals

message them again today for help, they will get to you today

Re: Cs agent response delay

kb_mv — Mon, 26 Jan 2026 16:59:03 GMT

@hTideGnow @bot898 I'm also waiting going on 3 days now. Wouldn't submitting a "new" ticket put it behind older ones they have yet to address?

Re: Cs agent response delay

hTideGnow — Mon, 26 Jan 2026 17:05:19 GMT

hi @kb_mv

I don't think so, afterall, a new message just asking for an update

but @kb_mv if you can use chatbot to open ticket, use that, it is likely a faster route

Re: Cs agent response delay

Sansan — Mon, 26 Jan 2026 17:09:45 GMT

The average wait time is 30 minutes to 2 hours.

Unfortunately, due to multiple issues since Friday, most people have not heard back from them and have been waiting 3 days now for a response.

Creating multiple tickets will not help as they are worked in order received.

If you successfully submitted one, only thing you can do is wait.

Did you reset your pin yet? You can use this link to do so

https://myaccount.publicmobile.ca/en/account/reset/pin

I believe by law, you can call 911 regardless of if you have a working phone or not.

Re: Cs agent response delay

kb_mv — Mon, 26 Jan 2026 17:12:28 GMT

@Sansan wrote:
I believe by law, you can call 911 regardless of if you have a working phone or not.

@Sansan you are correct, any cell phone can dial 911 even without a sim card. That's why organizations that help homeless etc, take old cell phones and pass them out to these people.

Re: Cs agent response delay

Sansan — Mon, 26 Jan 2026 17:34:59 GMT

Super, thank you