Ticket ID: 227183-925

[Byrnemjb344]

I submitted a ticket yesterday and haven't received a reply or acknowledgement as yet.  How long should this usually take?

[HALIMACS]

@Byrnemjb344 

You're not going to like this response, but it can take anywhere from under half an hour to several days to hear back from customer support agents.

It really depends on the timing of the initial ticket and whether it was anywhere close to the shift changes occurring within Public Mobile's customer support team.

My rule of thumb would be if you have not heard back within several hours to definitely submit another ticket referencing that one had already been placed.

[Meow]

I doubt PM has 24/7 email support so I guess you will receive response today.

Usual response is within 1 hour. I received it in about 20 minutes but during the day.

If you do not get any response until 10am, contact agent again:

Send a private message to the CSA by clicking https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[darlicious]

@Byrnemjb344 

Usually you will get a reply within one hour. If you submitted later in tne day then I would expect one within the first 2 hours if the day. If not send a follow up message and wait a maximum of two hours. At that point if you only have one community account I would reach out and ask a fellow member to send a message on your behalf in case there is an issue with your private messaging. Double check your account settings to ensure your private messaging is turned on. There have been times where the recommended wait time is up to 48 hours however this is very unusual and not currently the experience you should expect. 

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #

[softech · Accepted solution]

@Byrnemjb344   Usually you should get a reply within an hour or couple hours, unless you submit it very late in the evening  Did you check the Community inbox on the top right and see if CS Support replied?

You got an initial reply with   this ticket ID in your Community inbox, right?  I would reply it now and wait for another 2 hours.  If still no reply from Support, then I will open the ticket again