cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
Highlighted
Great Citizen / Super Citoyen

Moderator taking over a day to reply

Has anyone else had issues with reply from moderators?? I’ve sent numerous messages about my account being suspended even though my account is 0.00 and my payments made. Why is it taking so long for them to get back to me ??? Well over 24hrs


Accepted Solutions
Highlighted
Mayor / Maire

Re: Moderator taking over a day to reply


@Dstasko wrote:

Well there you go... finally I get a reply to my message by a Moderator and they use the general account so when I reply it goes back into the pool .... here we go again... I replied 5 min after it was sent to me ... 5 hours later ... no answer back 


 @Dstasko

So the other trick that hasn't been mentioned yet is the $1 manual payment. This has often worked for some issues. Add $1 into your account manually and then restart the phone and see what happens. I assume you have a credit card set up. You could also do a $5 voucher from recharge.com to accomplish the same thing.

View solution in original post


All Replies
Highlighted
Oracle

Re: Moderator taking over a day to reply

@Dstasko, moderator response time varies with the number of requests in the queue.  In recent times, we have seen upwards of 72 hour wait times.  The number of staff on weekends could be less and that can exacerbate the situation.  In any event, they do work on a first come first serve basis.  I suggest not sending multiple requests for the same issue.

Highlighted
Great Citizen / Super Citoyen

Re: Moderator taking over a day to reply

My first message was sent yesterday ... not on a weekend. I can appreciate that they may be busy but my payments have been made and I have no service. I haven’t had service since noon yesterday. Totally unsatisfied! This is not the first time this issue has happened to my account. 

Highlighted
Oracle

Re: Moderator taking over a day to reply

Highlighted
Great Citizen / Super Citoyen

Re: Moderator taking over a day to reply

Also, if we don’t make our payments on time our accounts get suspended.. but it’s ok not to have service for days with your account in good status ???? 

Highlighted
Great Citizen / Super Citoyen

Re: Moderator taking over a day to reply

No I have not ... I will try that now. Thanks for the suggestion 

Highlighted
Great Citizen / Super Citoyen

Re: Moderator taking over a day to reply

Ahhhhh now the message has changed to ... “you currently don’t have a long distance add on” even though I do ... WTF is going on 

Highlighted
Mayor / Maire

Re: Moderator taking over a day to reply

To start ...can you please post a screenshot of your plan details and status ? Let's see if there's something anyone can assist you with.

Highlighted
Great Citizen / Super Citoyen

Re: Moderator taking over a day to reply

C0E9B879-A8F1-4CE9-9B20-BCF47FF47B40.png

 

Highlighted
Great Citizen / Super Citoyen

Re: Moderator taking over a day to reply

584383A4-4713-43D1-9D42-0FBE1FFFF66D.png