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# Why is it taking so long to get an update on my request?

||| Note: If you have a 5-digit Cogeco account number, you will continue to use this article. If you have a 11-digit Cogeco account number starting with a 5 or 6, you'll use My Account to manage your services. [__Get support content for using My Account__](https://support.cogeco.ca/hc/en-ca). 



You've reached out to our Customer Service team and are waiting for an update on your request. We understand you're eager for a resolution, and we appreciate your patience.

|| How We Process Your Request

When our team places a request for things like a technician visit, service change, or installation, we are working with our network partners. Cogeco's network is extensive, but sometimes we need to work with other providers to get you the best service possible.

Depending on the nature of your request, it can sometimes take up to 5 business days for the network provider to process it and give us an update.


|| What Happens Next?

Rest assured, our team is closely monitoring all requests. As soon as we receive an update from our network partner, we will contact you immediately with the new information.