How long does it take for CS_Agent to respond?

[DarkPhoenix]

I have no cell service and am unable to login to My Account. I've been waiting since Friday afternoon and have not had any response from CS_Agent. How long does it take to get a response?

LOL I just got a email from PM saying my account is put on hold for non payment when they just charged my credit card.

[Dunkman]

@DarkPhoenix 

Thanks for the additional information.  It looks like an account setup issue and you will need to wait for customer service agent help.  With busier number of tickets/message and likely fewer staff over the weekend, the response times are slower than usual unfortunately. 

[DarkPhoenix]

Yes I'm a new subscriber that ust ported their number over. The porting was done successfully on Friday as I responded yes to my old carrier to transfer the number and received a text message saying the transfer was successfully completed. I inserted the new physical PM sim and can connect to PM network. I can make a call but it disconnected right away. I can also receive twxt message from PM wrt 2FA. I can call 611 and it tells me service is temporarily suspended.

I just reset my mobile settings and still have the same issue.

The My Account issue is when I login I always get Forbidden A1. This happens on phone/tablet/PC browser. On the PM app after login it sends me back to the login screen.

[Dunkman]

@DarkPhoenix 

I just looked at your earlier post.  

So you are a new customer who ported over a number?  More details would be helpful.  Customers here on the forum may offer proper troubleshooting advice.

Did you try a network reset of your phone?  Note: this will erase any saved Wifi settings. 

You could also try your PM SIM card in another phone.  This will help determine whether hardware set up issue versus PM service problem.  

[DarkPhoenix]

Thankyou, I already sent the message on Friday and a update on Saturday.

Ive tried using the app on the phone and the website on the phone/tablet/PC. And have rebooted my phone multiple times. Nothing helped.

[Dunkman]

@DarkPhoenix 

During normal times, it usually takes 1-2 hours for response time.  However, with BF deals, the CSA may be more busier.  Officially, on the website, up to 48 hours for response times.  

If you don't get a response by early this afternoon, I would suggest sending another message. 

[fixin1 · Accepted solution]

@DarkPhoenix - It will take less than 48 hours for a response, they are open from 9AM - 10PM EST.

[eddieO]

@DarkPhoenix it usually takes up to 2 hours but if you message them after hours that wait time will definitely increase. 

Since you've been waiting a while try sending a private message to: 

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

*adding: Have you tried rebooting your phone? And if you are still unable to login, are you trying through PM's website or through the app? try both as something the website has caching issues so you can also try clearing the browser's cache or signing in incognito