topic Re: No response to ticket in Plusnet Feedback

No response to ticket

maphisto2000 — Sat, 06 Feb 2010 00:20:06 GMT

I raised the following ticket a fews ago and have received no response whatsoever.

Quote
Hi,
Last night my D-Link DSL-2640B Wireless ADSL Router died. It suddenly rebooted itself and returned with just a single red power light. My LAN then flickered on but I was unable to make any connection to the router. No other lights came on and the power light remained red. I've tried resetting the router with no success.
I've now managed to get connected via an old Netgear modem, but is it possible to get a replacement?
Kind Regards
Gary

The netgear I have is rubbish at streaming video across my network, so I'm quite keen to get a replacement.
Help!

Re: No response to ticket

Oldjim — Sat, 06 Feb 2010 10:32:53 GMT

It may be it finished up in a non monitored pool.
If you want action before Monday I suggest phoning

Re: No response to ticket

Docrob — Sun, 07 Feb 2010 09:01:03 GMT

You are not the only one, I raised one now over 80 hours ago and a 2nd some 48 hours ago.

Re: No response to ticket

maphisto2000 — Sun, 07 Feb 2010 21:53:49 GMT

Response received.
Option 1: Pay £40+P&P for new router
Option 2: Pay just P&P and get free router but sign to a 12 month contract. If I cancel before 12 months is up I not only have to pay for router but the remaining months.
Neither of which I will be taking up. I can understand paying the cost of the router if cancel within 12 months but the remainder of the contract is a bit steep for an existing customer.
But at least I know the options now.

Re: No response to ticket

Oldjim — Sun, 07 Feb 2010 22:18:40 GMT

That is rubbish. These are the options
Option 1: Pay £40+P&P for new router
Option 2: Pay just P&P and get free router ~~but sign to a 12 month contrac~~t. If I cancel before 12 months is up I ~~not~~ only have to pay for router ~~but the remaining months.~~ and remain on 10 days notice.
If you were told otherwise in a ticket can you please quote the ticket (without the agents name) and I will ensure that it is picked up on Monday and the agent educated.

Re: No response to ticket

Mand — Mon, 08 Feb 2010 09:35:34 GMT

@Oldjim, I've looked at the ticket, and will deal with the agent involved.
Gary, your options are as Oldjim explained, if you'd like me to sort a router for you give me a shout.

Re: No response to ticket

maphisto2000 — Mon, 08 Feb 2010 20:32:48 GMT

Thanks guys. I really appreciate the clarification - it didn't seem right when the response came through.
Could you send me through a new router for just the cost of P&P please (as per the revised Option 2)? I'm more than happy to pay the cost in the unlikely event I cancel in the next 12 months.

Re: No response to ticket

Mand — Mon, 08 Feb 2010 21:38:14 GMT

I can sort this for you, but can you please add card details for the P+P fee? The ones you have have expired.

Re: No response to ticket

gnu — Sat, 27 Feb 2010 17:49:39 GMT

No response to my ticket either.
I raised it on Wednesday and it's now Saturday.
That's poor.

Re: No response to ticket

Mand — Mon, 01 Mar 2010 09:33:16 GMT

We do have a bit of a backlog at the moment, but we're all working hard to reduce this.
@gnu, looking at your ticket, I assume your issue is resolved?