Misleading Contact us page

  • 1
  • Problem
  • Updated 2 years ago
  • Solved
Currently having issues with internet connection and was surprised when calling tech support that it is now closed. Been a MTS user for years and tech support has always been 24 hours it is even listed on the contact us page as 24 hours
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Craig Provo

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  • frusterated

Posted 2 years ago

  • 1
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Jason Z, Official Rep

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Hi Craig, sorry for the delay in responding.  

Our Technical Support is still available 24/7, we do hear this happening on occasion and it can be a few things - an error within our IVR, human error when selecting the options on the IVR or there is an issue with the billing on your account and it automatically gets routed to our billing department which doesn't operate 24 hours.

Hope that helps a bit and I would suggest trying again today to reach us.
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Amanda, Alum

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Hi Craig

Sorry you couldn't reach technical support.  They are open 24/7, so there must be a problem with your account.  Please try calling us again today before 6pm so we can look at your account with you. 

Thank you
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Clifford Lewis, Champion

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This problem seems to come up every few months in the Community

 When an issue like this happens on an account after hours, is there a way for MTS's IVR programming  to offer an after hours  announcement saying something like

 "You will be unable  to access Tech Services due to a problem with your account. please call back during normal business hours for assistance"   and then then terminate the call

Doing this instead of a cold  transfer to the customer accounts number  and the customer getting the department closed announcement might be a little more informative for the customer.

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Amanda, Alum

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Great suggestion, Clifford.  I've passed on your idea to the IVR experts to determine if this is possible.  

Thanks, Amanda