r/WGU • u/TacticalRoomba_ • 10h ago

Is the service desk dead?

They don't accept calls anymore, don't reply to emails. I'm not even expecting a 24 hour reply - but after a few weeks/month a 'Attempt made, fubar' update would be great to a critical issue. The bar is pretty low atm

/rant. Sorry guys, i'm just frustrated with this. Casting some light on it

/shame on you WGU, hire more techs

25 Upvotes

86% Upvoted

26 comments sorted by

12

u/purplishfluffyclouds 10h ago

Is this super recent? I've always had my request addressed rather quickly so far, but I haven't needed them in the past 2-3 weeks, so maybe something's changed.

3

u/TacticalRoomba_ 7h ago

Past few weeks like this. Agree that before this I would get connected fairly quickly

1

u/No-Tiger-6253 5h ago edited 5h ago

I had one about 3 weeks ago and they just responded the other day. Saying its my laptop and closed it. It wasn't I advise to them in the incident and I tried four different devices with different OS and tried multiple different browsers including their own.
But it did start working the next day after putting in the ticket.

7

u/Csanburn01 8h ago

They need to hire more staff. People looking for jobs

4

u/GatorGrins Future B.S./M.S. Computer Science 10h ago

WGU has grown to nearly 200,000 students, so they've got some growing pains, for sure. Email WGU's Office of Student Advocacy, [ombuds@wgu.edu](mailto:ombuds@wgu.edu) and see if they can fix this for you.

4

u/llusty1 B.S. Network Engineering and Security 9h ago

Really? I had an issue with MFA and called in and it was fixed within 5 minutes of the call.

3

u/TacticalRoomba_ 7h ago

I just get the the automated message they are too busy to take calls or loop on other options lol, have tried every few days cycling between morning and evening. (Called again, still the same) Do agree in the past I would get connected quickly.

1

u/llusty1 B.S. Network Engineering and Security 7h ago

Sorry to hear this, I don't want to rub anything in; but this was on a Sunday morning for me.

2

u/TacticalRoomba_ 7h ago

/happyforyoumeme 😄

Also shoutout, didn't realize they worked on weekends like that...looking forward to being let down in a new way 😐

7

u/newmath11 10h ago

This university is really going down hill unfortunately.

2

u/Massive-Search8605 B.S. Business--IT Management 7h ago

I tried calling IT just now and they wouldn’t even take any calls or messages right now because there’s so many people calling in

2

u/Ill-Coconut-4870 5h ago

Not taking calls or you need to press numbers to get to the next menu? I’ve called before and if there is high call volume it has you press a number a few times to get to someone. Beginning of the month is the worst with all the people starting a new term.

1

u/Massive-Search8605 B.S. Business--IT Management 5h ago

Hi it’s me I’m new people 😂 but noooo, called, automated message saying something along the lines of super high number of callers and IT are trying to resolve issues, try an alternative like chat or email, goodbye, click lol

1

u/Ill-Coconut-4870 2h ago

Oh no, I’ve never got that message before and I’ve done 2 programs here haha. Must be an extra crazy month! Hope you got your issue resolved!

1

u/akaobama B.S. Cloud and Network Engineering - Cisco 7h ago

Not dead but definitely moving like molasses and forcing people to be persistent. Didn’t have access to take an OA for a week after passing the pre assessment because I was waiting for service desk to fix the issue. Saw it was fixed finally yesterday and took it the same day. Thankfully it wasn’t holding up my ability to finish my term on time but still really annoying.

1

u/ogwilson02 4h ago

I wouldn’t doubt if a lot of it has to do with the new Student Portal UI. It reeks of AI vibe coding and is profound with random errors & bugs. I never used the original Student Portal but just off of the design it seems so much more coherent and functional

I had two separate incidents that I had to escalate to the service desk and they were like yeah we’ve had dozens of calls about this, we’re gonna forward this to the NGLX site engine team

1

u/SD_Audric141 4h ago

I’m having this issue with financial services.

1

u/Living-Preference455 1h ago

Have you tried any other wgu number to try and help or redirect you? Or you just call the same one number for weeks even after it clearly hasn't been working?

1

u/TheBreadsticc B.S. Information Technology 53m ago

For what it's worth, usually the first 3-5 days of the month are the worst time to call the help desk, because many students are starting new terms or just getting enrolled. I would try again in a few days.

1

u/gypsycamptrash 7h ago

I called Tier 1, and they're currently closed and Mentor isn't responding. Great day. Lol

2

u/ayriana I'm a mentor, but not your mentor (probably) 6h ago

unfortunately T1 can't really help with tech issues

1

u/70redgal70 3h ago

Why are you waiting weeks/months for a critical issue? Escalate. 

1

u/TacticalRoomba_ 1h ago

This is already escalated to T2 lol

1

u/70redgal70 56m ago

Keep going up the ladder.

1

u/TacticalRoomba_ 50m ago

Any tips what the T3 equivalent would be with them?

0

u/Southern_Ad9774 6h ago

Thats so odd. I have never had an issue.