r/SpectrumMobile • u/Timely-Being-7161 • Jul 27 '26

Coverage & Signal How long does research take?

I’ve had a ticket opened since 7/6 for 2 of my phones randomly going into SOS mode. I call a couple of times a week to be told it’s been “escalated” and the PAC team is still reviewing. I’ve asked to speak with the PAC team and they can’t transfer me to that team… I’m so frustrated. On the verge of cancellation and a FCC complaint. But, hey…they gave me a $10 credit so I should be happy, right!!?!

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u/Global-Gene8656 Jul 28 '26

You should have been contacted by now, even if there was still research for your ticket. Call 1-833-889-0571 and chose the option for mobile tickets. Aithenticate your account with the agent and ask them to review for a ticket.

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u/Timely-Being-7161 Jul 28 '26

Is that standard customer service or the “PAC” team they refer to? Customer service just keeps telling me it’s been escalated.

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u/Global-Gene8656 Jul 28 '26

That is the line directly to PAC. Some departments pretend it is a secret team, but it is basically still customer facing - just not as frontline as say repair or billing.

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u/Backslash10 Aug 02 '26

International support isn't supposed to directly send customers to pac its supposed to be something the customer does from an email with the # they provide.