topic Re: Questions Unanswered in Plusnet Feedback

Questions Unanswered

Boz — Tue, 06 Jan 2015 22:35:03 GMT

I've had a question (#96897361) unanswered now since the 29th of December. What is the normal waiting time for answers?

Boz

Re: Questions Unanswered

Chris — Wed, 07 Jan 2015 09:39:34 GMT

At the moment we're averaging around 22 hours for ticket replies. However I can see that your ticket is much older than this, I'm escalating this internally as tehre are some other tickets I've found in the same area that need picking up too. Leave this with me and you should get a reply asap.

Re: Questions Unanswered

Boz — Wed, 07 Jan 2015 10:06:29 GMT

Many thanks, Chris. Look forward to hearing from you.

Boz

Re: Questions Unanswered

Boz — Thu, 08 Jan 2015 09:13:19 GMT

Still no answer to the problem I posed about temporary relocation, but I did receive this response:-
"Please accept my apologies for the delayed response, I am now escalating this ticket to our housemoves team and I will be arranging for someone to give you a call back as soon as possible, to discuss your options for the housemove.
Please do not hesitate to get back in touch online at http://contactus.plus.net or by phone on 0800 432 0200 if we can be of further assistance."

Boz

Re: Questions Unanswered

Joshc — Thu, 08 Jan 2015 09:55:33 GMT

Hey,
Good morning.
You would need to speak to our house move team to get all of the correct information concerning this subject.
There is a lot of it
However I did use to be apart of the house move team so I could give you a call at a convenient time for you if you want me to.???
Thanks

Re: Questions Unanswered

Boz — Fri, 09 Jan 2015 00:31:51 GMT

Thank you, Joshua.
I want to move house for six months while the flood damage is being repaired. It seems simple enough to me for Plusnet to move all the facilities, I currently have under contract, from one number to another, and then back again.

Boz

Re: Questions Unanswered

jelv — Fri, 09 Jan 2015 01:10:13 GMT

Presumably you'll claim the cost of the house move you have to pay for from the insurance?

Re: Questions Unanswered

Boz — Fri, 09 Jan 2015 12:09:06 GMT

Yes - I'm hoping that all costs will be included in the claim.

Boz

Re: Questions Unanswered

Joshc — Fri, 09 Jan 2015 16:31:43 GMT

Good afternoon,
@ Boz
I have tried calling you , When are you available for me to give you a call. I would like to take ownership on this

Re: Questions Unanswered

Boz — Fri, 09 Jan 2015 17:08:25 GMT

Thanks for the offer, Joshua, but I've had a call from a Lee Cox (?) from the Homemoves team. He hopefully will deal with the matter from now on.

Boz

Re: Questions Unanswered

Chris — Sat, 10 Jan 2015 10:22:43 GMT

Hi Boz,
Glad someone got back to you, sorry for the very long delay initially on this.

Re: Questions Unanswered

Boz — Sat, 10 Jan 2015 11:07:32 GMT

Thanks Chris. It's now been twelve days since the initial contact with Plusnet, and I've still not begun to look at the options.
To my mind this seems a very long time, and I was wondering whether you apply a priority scheme, where house moves are at the lowest end of the spectrum.

Boz

Re: Questions Unanswered

Joshc — Sat, 10 Jan 2015 11:40:41 GMT

Good afternoon ,
There is not a priority set . However, our house moves department are really busy at the moment.
But If I can give you a call I would make it my priority to get you some information on your options at least?
Thanks