Getting help / answers

[Ken57]

Hi just wondering PM is new to me but is it normal to have an open ticket not resolved after 2 days entering 3 rd day tomorrow. My ticket is in reference to an email about a new offer PM sent me. It’s nothing not a complaint or anything but just a query regarding a new offer which I don’t care if I get lol. Anyways seems unnecessarily lengthy to get an answer on this, or is this the norm?

[KHANK]

Honestly? Yeah, a 2 to 3-day wait is pretty normal right now, especially for a general question. Because Public Mobile doesn't have a call center, their online support agents (CS_Agents) triage tickets by urgency. Dead lines or billing glitches get pushed to the front, while promo queries take a bit longer.

Two quick tips while you wait:

• Check your forum inbox: Click the envelope icon at the top right of this page. Sometimes replies land there without sending you an email notification.
• Don't send a follow-up: Avoid bumping your ticket or opening a new one. The system can accidentally push you to the back of the line if it sees a "new" update.

If you want to share the details of the offer here, there's a good chance someone 

in the community can answer it for you way faster than support!

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[Ken57]

Thank you I’ll check it out. 

[slusagm]

they usually reply within an hour or two and issues usually resolved on the same day or the next day

but honest, you won't get anything for asking PM for offer, PM staff cannot offer you anything.  You have to check your My Account -> Change Subscription page or check offers sent via SMS (which they do occassionally)

[TheSterlinger · Accepted solution]

Technically,  it's not normal. But they do tend to take a long time sometimes.  Lately,  since they have switched to this new system, most people are complaining about sending 3 -4 tickets over a 4 day period.

Double check that they didn't close your case. 

[hairbag1]

@Ken57 

you should message them again for update to your question.