topic 39 hour response time! in Plusnet Feedback

39 hour response time!

Ficklefinger — Thu, 31 Jul 2014 08:57:29 GMT

Just reported that I have no phone connection and poor intermittent internet. I was quoted over 39 hours as an average response time! "We will do you proud" lol.

Re: 39 hour response time!

Acassim — Thu, 31 Jul 2014 09:12:44 GMT

Hi Ficklefinger,
We're sorry about the wait time on ticket responses at the moment, I'll get the initial checks raised for you now so you should see a little movement on it. It can take us a little time to get an update back from our supplier but hopefully the problem should be evident after the check completes.
Please keep an eye on this ticket and you'll have an update applied as soon as we have details back.

Re: 39 hour response time!

GeordieMark — Thu, 31 Jul 2014 13:40:45 GMT

I agree it's quite frustrating especially when you're waiting for a response on a fault.
Maybe it'd be worth changing / removing the wording when you reaise a fault that states the initial testing can take up to 24 hours when it's taking way longer?