I had to call IB last week for the first time in several years, and again today on a separate issue, and wait times were very long. e-mini YM quotes December contract were not available on TWS for almost 2 hours after market opened, and there wasn't any notification on TWS. It took me almost 30 minutes to talk to a rep, then another 30 minutes before he transferred me to a Tech rep. I was trying to setup a pair trade with e-mini YM and NQ. Even though the reps were courteous, they were simply not as knowledgeable as the reps I spoke with a few years ago, when I last called IB Customer Service. I've been with IB over 10 years and like them, but the deterioration in the level of Customer Service has me concerned. BTW, the reps that I spoke with were in India, in my previous encounter a few years ago, the rep was in the US. It seems like the reps that I spoke with today are inadequately trained.
For the first time in almost a decade, I created a ticket a month ago. I waited and waited and waited. Then the ticket disappeared a few days ago. Always avoid contacting brokers, or charting s/w service providers unless it is life and death situation.
I had all sort of experiences with IB, and I learned that if you don't like the answer try again. You eventually will find someone there that knows what is up to your issue. It is unlikely that you will get someone very helpful the first time. If they want to waste their employees time is their business, I would call them again until I am satisfied.
IB outsourced their customer service to India long time ago. And to be fair, IB customer service has never been good regardless of where they are located so there is really no deterioration there. LOL The only issue with customer service now located in India is data security with the customer information. All of our most private information are now wide open and I don't know of any security measures that IB has undertaken to ensure the security of our information.
I haven't experienced any significant wait times, but their level of service likely depends on how much you spend at their boutique.