How long do tickets take to resolve?

Cody B.
Cody B. Posts: 3 ✭✭
edited April 7 in Your Fizz Account

Greetings,

I'm having issues with my addons, they've been charge to my CC but haven't been applied to my plan which is frustrating as I've done what I always do and it works fine.

I started a ticket to solve the issue but it's been days and still no progress. Haven't had service for days now and getting impatient.

Thanks in advance.

Answers

  • elena code xzi4t
    elena code xzi4t Posts: 11,478 ✭✭

    Hi @Cody B.

    This depends from the complexity

    You should ask to the support, sorry

  • Shmutz
    Shmutz Posts: 123 ✭✭

    I don't know the stats but I have a ticket that's open for 4 months and it doesn't seem like anyone is handling it. It was closed without resolution after 3 months and I reopened it. Whenever I inquired CS only gave generic "please wait" responses.

  • Mike RZMAX
    Mike RZMAX Posts: 4,054 ✭✭

    In my case, it took about 1 month for the resolution.

  • Andrei_ref_R7VK1
    Andrei_ref_R7VK1 Posts: 9,157 ✭✭

    Fizz should have an internal SLA for different types of issues, but as users we don't know it. Unfortunately this is used against us, as we can't push on Fizz to fix it within their SLA and just getting some canned responses like "technical team is working on it..."

    I find it unacceptable to have a ticket open for more than 3 months.

    PS.

    I had a ticket opened in September 2024, so called "technical team" closed it and opened a new one and so on. The issue is still not fixed.

  • Whizz
    Whizz Posts: 24,629 admin

    Hello Cody B.,
    I am sorry to hear that you encountered this issue.
    I have verified on your account and I was able to see that the add-ons you bought have been added to your account.
    You can view them by logging into your Fizz account and going to My plans section.
    If you still do not see it feel free to reach us out to https://fizz.ca/en/support and we will further investigate this situation.
    Thank you for your understanding and cooperation. 
    Have a nice day.
    -Mihai, Community Moderator 

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