Why are the wait times so unacceptable?

When I first signed up for this service 5-6 years ago someone would actually answer the phone in a timely manner.  Now trying to call, within their tight business hours, and actually reach someone takes soooooo lonnnnng.  My average wait time to talk to someone is well over 45 minutes.

this is completely unacceptable.

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  • Hey Susan, 

    We recently completed migration of customers of a competitor called FreedomPop. In doing so, our customer service volume exploded to 10 times its normal rate. This means that for the first few weeks following the closure of the migration, we're slammed. 

    We hired new people to help and we're all running at full steam, but we're still slammed. We ARE here and are working to get back to the no-hold service you're familiar with. We will get back there once we can get this volume under control.

    If it's not a pressing issue you need help with, email us at help@ting.com -- our turnaround time for first response right now is about 6 days. If it's more urgent, calling in is the way to go, even with the current 45 minutes wait.

    We hope to be back to no-holds in no time.

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  • ...our turnaround time for first response right now is about 6 days. If it's more urgent, calling in is the way to go, even with the current 45 minutes wait.

     

    Seriously? 6 days?? Utterly unacceptable!! And good luck reaching support on the phone...that line has been busy continuously since Monday (45 min. wait, Hah!) that I know of personally. And the online chat has been disabled since then, too. 

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  • We did disable our online chat feature during this migration due to the increase in volume and we are working as hard as we can to get back to the no hold times so that when you call we can pick up right away.

    We appreciate your patience and understanding as this migration takes place. 

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