topic Re: Response time for new query in Plusnet Feedback

Response time for new query

198kHz — Mon, 22 Jul 2013 15:19:06 GMT

Quote
Your question is now with our Support Team
We'll be in touch when your answer is ready.
At the moment we're averaging a response time of 13 hours 46 minutes 19 seconds for new queries.
If our Support Team need to contact another department or 3rd party then we may take longer to respond.

I had the impression lately that things were improving in this regard - obviously I was mistaken.

Re: Response time for new query

Chris — Mon, 22 Jul 2013 15:21:45 GMT

That figure has increased as I've made sure we're now including more ticket pools (places where tickets go for CSC to work on) than we used to, these include some additional pools which generally take longer to pick up.

Re: Response time for new query

God — Wed, 24 Jul 2013 13:46:12 GMT

I have a ticket that has been escalated and it has been 2 days now and it is a fairly simple request.

Re: Response time for new query

orbrey — Wed, 24 Jul 2013 14:03:01 GMT

Can't see that on the account linked with your forum username? Happy to get it chased up if you could provide the ID, if only to check on it and make sure there's nothing odd going on if that's alright?

Re: Response time for new query

God — Wed, 24 Jul 2013 14:05:44 GMT

That would be great. The ticket is raised on behalf of an account I administer. #72286984

Re: Response time for new query

orbrey — Wed, 24 Jul 2013 14:39:58 GMT

Thanks for that, I've given the team a nudge and it'll be picked up shortly. If left it might not have been picked up today as that team are very busy at present, but I'd have been very surprised if you'd had no reply tomorrow.

Re: Response time for new query

God — Wed, 24 Jul 2013 14:41:01 GMT

Thanks for that Matt.

Re: Response time for new query

nakop — Wed, 24 Jul 2013 15:37:34 GMT

I also have a ticket raised which after almost 48 hours I have not heard anything back, would be most appreciative if someone could chase up for me please.
Thanks!
Ticket number is:
#72302377

Re: Response time for new query

Chris — Wed, 24 Jul 2013 15:47:23 GMT

Faults tickets do take us longer to respond to initially at the moment, your connection is dropping a lot. Are you currently connected into the master socket with your router?

Re: Response time for new query

nakop — Wed, 24 Jul 2013 16:30:37 GMT

yes connected to the master socket. Nothing has changed at all from my end. Been running fine since I had a similar fault sometime last year.