Customer Service prompts down?

[lordkaosu]

For the last few weeks, when I call into customer service, I just get a message saying the system is down and I'm being transferred to CS. It does this weather I dial 611 from my phone or use the 800 number.

Is this just a localized problem or is everyone having the issue?

Is there a direct number to call into retentions that skips the need for the prompt?

[Telekom]

For the last few weeks, when I call into customer service, I just get a message saying the system is down and I'm being transferred to CS. It does this weather I dial 611 from my phone or use the 800 number.

Is this just a localized problem or is everyone having the issue?

Is there a direct number to call into retentions that skips the need for the prompt?

It's probably a temporary situation. I've called customer care and sometimes it will ask you to input your 10-digit number and other times it automagically knows your number so you don't have to input the number. As far as getting to retention when the IVR is working as it usually is just say cancel and you'll be transferred to customer care. Contrary to what a lot of people think it's not some "magic" word. Any time you talk to customer care and tell them that you're considering leaving they'll switch into "customer save" mode. Likely they've been tutored to do that when they get those types of calls.

As for direct numbers, there used to be such a thing, but I guess people found out and it was abused so it's not around any longer. However, if you call 505-998-3793 you'll have less prompts than if you call 1-800-WEST-WYR (1-800-937-8997.)

[kogen]

For the last few weeks, when I call into customer service, I just get a message saying the system is down and I'm being transferred to CS. It does this weather I dial 611 from my phone or use the 800 number.

Is this just a localized problem or is everyone having the issue?

Is there a direct number to call into retentions that skips the need for the prompt?

You may try to update your profile and then try again...go to menu settings system updates and select update profile....

Hope this helps

[lordkaosu]

It seems the problem was definitely just me, tested out another account.
Had a rep look at my account for errors, he thinks it could be my plan is scheduled to change at the end of the billing cycle (removing texts, been using GV).

Guess I'll see if prompts work for me after the 20th.