How long is a normal Response time ? I’ve waited 18 hrs…

[Chayse2001]

How long is a normal response time anyways when private messaging customer service? I’ve waited 18 hrs and submitted two tickets without a response.  I just switched to public mobile and have had issues with my SIM card trying to activate and keep getting sos code 

[maximum_gato]

@Chayse2001 

So reprovisioning didn't fix it? Wow duds are rare....do you have a spare Sim card? Or are you able to purchase one nearby? Just remember to save your reciept if you have to purchase one.

Edit:

Whoops missed the message before your latest. You need to insist they try to provision the Sim card to the account. If they don't and that is the issue (most likely)....then changing Sim cards will do absolutely nothing. You will still have a provisioning issue and have wasted a perfectly good Sim card.

[Chayse2001]

No the public mobile isn’t coming up In the top of the screen where my service bars and network name normally is. And it also isn’t showing up up in the about section of my setting. So I did assume it was something I. Their end but apparently my sim is defective and they offered to reimburse me

[Chayse2001]

So I actually got a reply to both messages within minutes of each other. They never troubleshooted anything but basically said my SIM card was defective and they would reimburse me for it

[maximum_gato · Accepted solution]

@Chayse2001 

Still waiting for a reply.....

So there are no working services at all on the Sim card? Does PUBLIC appear up top on the home screen? If you got the same result on another phone it sounds like the Sim card did not provision correctly upon activation so you need customer support to fix it.

Trying checking "About phone"  with the pm Sim card inserted and see if Public mobile registers there? If not then it's an issue only customer support can fix.

[Chayse2001]

I did it through the website and then finished through the app. I also went in and changed my number as I read that sometimes the  issue could have been me switching the number over and because it wasn’t that important to keep my number I even switched it to see if that was the issue.

[HALIMACS]

@Chayse2001 

to confirm, you completed the activation, using the Public Mobile app, correct?

Also, are you trying to port a number from another mobile service provider in the process?

[Chayse2001]

I have checked out the community so I had already read all the stuff about what I could on my end and everything I tried never worked so i than tried the sim in another phone  and it did the same thing as it did in the phone I’m trying to fix so I’m thinking it may be something on their end?!?

[HALIMACS]

@Chayse2001 

did you try the typical troubleshooting stuff, such as:

• rebooting your device,
• resetting your network connections,
• removing and re-inserting the SIM card (if it’s a physical one),
• toggling airplane mode on and off?

also, if available, try your Public Mobile Sim card in another device to see if any services work with it.

[Dunkman]

@Chayse2001 

Maybe we can help troubleshoot as your wait. As mentioned, on the website, it does say it can take up to 48 hours for CSA respond.  Usually much quicker though. 

Did you activate via website?  or via PM app?  If you activate via website, did you finish the activation process via the app?  More details would be helpful.  

[Chalupa_Batman]

Honestly @Chayse2001 sometimes it's a hit or miss. Sometimes they reply within an hour, sometimes the next day. Depending on the time you put in your request for help and their staffing at the time.

[maximum_gato]

@Chayse2001 

OK it looks like they are getting the coffee machine warmed up so we can see the response time for a Sunday morning. It's always a tad slow til they get their first cup of java....lol!

[maximum_gato]

@Chayse2001 

That's longer than normal and I don't see any mention of them being backed up? Often response time is under an hour during business hours but plan for 2 hours maybe 3....during exceptional times it can be up to 48 hours but that's just about unheard of nowadays.....

Let me see if they gave answered my message submitted overnight...? In the meantime check your "sent" box and ensure it was sent to CS_Agent.