topic Re: PM needs more transparency on customer support in Get Support

PM needs more transparency on customer support

dkww — Wed, 28 Jan 2026 18:41:15 GMT

Heard replying timeline of several hours.

The CS teams can be overloaded due to sales event - got it. Whether it is several hours, or several days, there has to be more transparency so we as a customer are able to have realistic expectation. There should be statistical data on response timeline available to customers, so we can even anticipate before a ticket is created or even before a potential customer joins. Now it looks back, because PM keeps failing expectations.

Re: PM needs more transparency on customer support

hTideGnow — Wed, 28 Jan 2026 18:59:51 GMT

hi @dkww

we are just customers here. Agents do not monitor community post. If you want your voice be heard, submit proper ticket

submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
   (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")
If any issue with ticket submission, you can submit ticket by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: PM needs more transparency on customer support

Moses_B — Mon, 02 Feb 2026 00:05:35 GMT

@dkww We apologize for the delay, we have sent a private message, please review your community inbox.