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Customer service

Kjtoffle
Good Citizen / Bon Citoyen

I have been waiting for over an hour and sent multiple tickets with no response. Starting to get extremely frustrated. Is there any way to contact someone directly that can actually assist me 

1 ACCEPTED SOLUTION

Accepted Solutions

JK8
Mayor / Maire

@Kjtoffle 

 

You will just have to wait. Keep an eye on the envelope icon in the top right corner for a reply.

View solution in original post

18 REPLIES 18

JK8
Mayor / Maire

@Kjtoffle 

 

You will just have to wait. Keep an eye on the envelope icon in the top right corner for a reply.

Kjtoffle
Good Citizen / Bon Citoyen

That's crazy basically just have to sit and stare at my phone untill i get a message 

@Kjtoffle 

 

The get help pages says it sometimes takes up to 48 hours for a reply during busy periods. They usually get back to you within a couple of hours.

 

 

During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:

  • Monday to Sunday: 6 AM to 10 PM EST


@Kjtoffle wrote:

That's crazy basically just have to sit and stare at my phone untill i get a message 


@Kjtoffle  - if you are on your community account now on your phone, then yes, you will need to be logged into your community to receive the INBOX message back from customer support.

 

Keep checking the envelope at the top, right of your community account for any new messages.

esjliv_0-1653519665426.png

 

 

dust2dust
Model Citizen / Citoyen Modèle

You can also turn on email notifications for private messages and when they respond you will get a notification in your email. Then come back here and deal with it. But that of course depends on how often you check or have your email set up.

BKNS27
Mayor / Maire

@Kjtoffle 

Just wondering what was your issue?

If it is a simple fix, we can help you here.

Kjtoffle
Good Citizen / Bon Citoyen

Already tried that changed my number didn't work tried again now still not working and my lte abs service just keep flashing can't make calls or nothing call the new number says not in service 

@Kjtoffle 

Sorry, I didn’t read your other post. Sounds like rebooting your phone didn’t work.

Is it possible to see if your SIM works in another phone to eliminate the possibility that the phone is not the problem.

 

If it doesn’t work then it is an backend problem with the SIM but I am surprised that an @CS_Agent didn’t get back to you.

 

If it works in the other phone then it is your iPhone that is the problem.

 

 

@Kjtoffle  - oh yes, now I see your other post.

Can you make outgoing calls, text in/out and able to you data?

 

As for the tickets to customer support, you said multiply over an hour ago, how many did you submit?

 

I submitted one about 20 minutes ago through SIMon,  Get Help With SIMon the Public Mobile chatbot

16 minutes later I got a response back and all ready to go.

 

Can you check to make sure you have the SENT ticket messages under the envelope, top right of your community page? You will just need to toggle from the INBOX messages to the SENT ones to see them. 

Just making sure you see you submitted successfully.