topic Re: Support Ticket - no response in Plusnet Feedback

Support Ticket - no response

SkylineUK — Mon, 21 Jul 2014 16:07:53 GMT

My support ticket 87513805 is still awaiting response. Since the last BT engineer visit to fix the previous engineer's omission of not reconnecting my phone ring wire I have a phone that rings for half a second. In short, I can't receive calls unless I pick up in half a second. I raised this in a 13th July response on the above ticket. Since then no one at PlusNet has responded. Is this the norm???
My wife is in the middle of cancer treatment and we URGENTLY need our phone to be working.

Re: Support Ticket - no response

adamwalker — Tue, 22 Jul 2014 08:17:31 GMT

Hi there and sorry to hear about this.

Quote
I raised this in a 13th July response on the above ticket. Since then no one at PlusNet has responded. Is this the norm???

I honestly think there's been some confusion as the reply on the 15th from us does seem to address this, albeit not directly. I'm sorry for any confusion just the same.
Mind updating that ticket with times when you'd be free for another engineer visit to rectify this?
If you can update this thread again after I'll make sure we pick that up urgently for you.
Adam

Re: Support Ticket - no response

SkylineUK — Tue, 22 Jul 2014 08:55:10 GMT

Thanks Adam. The confusion with respect is at your end. My ticket response included two separate points and whoever dealt with it read and responded only to the first point.
I have updated it with convenient times for the BT engineer to call (for the 4th time....)
John

Re: Support Ticket - no response

adamwalker — Tue, 22 Jul 2014 12:40:41 GMT

It looks like my colleague Chris has already picked this up and arranged a visit on Thursday for you.
Cheers Chris and I hope that resolves the issue for you.