topic Re: Yet another Ticket Delay in Plusnet Feedback

Yet another Ticket Delay

Laroc — Thu, 29 Oct 2009 07:16:45 GMT

Like so many others I have now been waiting 36hrs for any kind of response to my ticket ( ID: 30516702 )
Unable to upload to new web site
When I first raised the ticket, the page stated something like "target - tickets closure within 4 hrs"
Oh great, I thought, this will soon be sorted..
Can I expect the same lack of response when my ADSL connection fails ?

Re: Yet another Ticket Delay

nottsjohn — Thu, 29 Oct 2009 08:25:06 GMT

In my experience - Yes. They set you a lot of hoops to jump through before taking action. The assumption is it's your kit that is somhow at fault. Just hope it don't happen. like you i have been with PN some time and was surprised when they took so long to take action with BT (I am on Home Phone as well, and as such have to rely on PN to raise faults with BT)

Re: Yet another Ticket Delay

SparckZero — Thu, 29 Oct 2009 08:31:30 GMT

With regards to ADSL faults, it's not really PlusNet's fault that they have to ensure the equipment at your end is not at fault - for example, if a BT engineer is called out and it turns out that your microfilter is faulty, BT will happily charge you a large (think it's over £100) amount of money for the pleasure.
I'm not sure about Home Phone faults, but I would imagine the same concept applies.

Re: Yet another Ticket Delay

Laroc — Thu, 29 Oct 2009 08:34:36 GMT

It seems to me that the "time to close tickets" announcement can be taken with a pinch of salt.
I have been working about a week on getting all the files etc ready for my new website.
Now I am ready to upload, all I get is FTP error messages.
Not impressed at all.
I already manage five other web sites with a Hosting Company so I thought I would take advantage of some free web space with PN
In hindsight, I should have paid for the space and had immediate access rather than this delay,

Re: Yet another Ticket Delay

James — Thu, 29 Oct 2009 09:28:09 GMT

Hiya,
I've tried logging into this via telnet too and I'm also seeing authentication problems, despite the webspace appearing to be active.
I've asked someone to look into it for you.

Re: Yet another Ticket Delay

Laroc — Thu, 29 Oct 2009 09:45:39 GMT

James, your interest is very much appreciated.
I thought it was odd I could access the site via a browser but not FTP.
Keep up the good work
tom:quote

Re: Yet another Ticket Delay

Chris — Thu, 29 Oct 2009 12:49:17 GMT

I think it may have been your account I looked at earlier, it should all be working now correctly.