We have had issues where our phone has stopped working (on more than one occasion). We have done the usual diagnostic tests (power off, remove battery, etc.) and the phone still fails to function. We are able to submit a request for help via e-mail. Then Ting sends a confirmation e-mail stating that the request has been received and if it is an urgent issue to call.
There needs to be a live chat option since a phone not working for a whole day can be considered an urgent issue. And without a working phone, it is impossible to call Ting.