topic Re: Been here for 2 months in Plusnet Feedback

Been here for 2 months

thedarkmaster — Thu, 04 Feb 2016 12:26:48 GMT

Been here for 2 months now and my speed as been getting slower and slower.
I've been in touch with 5 advisors on the chat. And had 2 engineer's out.
This last advisor told me I need to wait 72 HOURS for a ticket, when it fact it says 24 hours.
Had another drop out last night, from 33.6 down to 27.
Please tell me whats going off with my speeds, or Ill be getting in touch with people who deal with this.

Re: Been here for 2 months

adamwalker — Thu, 04 Feb 2016 13:25:36 GMT

Hi there,
I've performed some faults diagnostics and couldn't see an obvious issues so we need our faults team to pick this up.
I can see we did have an open fault ticket which you closed yesterday before opening a new one, I'd advise against doing that as it causes further delays picking the issue back up due to how tickets are worked.
I'll update the new faults ticket referencing the old one to make sure we're not picking this up as a new issue and will do what I can to get our faults team to respond again ASAP.

Re: Been here for 2 months

thedarkmaster — Thu, 04 Feb 2016 16:33:14 GMT

Thank you
Didn't realize the last ticket was closed.
All that it said was: The broadband fault has been closed by the supplier. Should problems re-occur, please restart the Broadband Fault Checker

Re: Been here for 2 months

Anotherone — Wed, 24 Feb 2016 12:57:34 GMT

Just because the broadband fault has been closed by the "supplier" doesn't always mean your problem has been fixed. It's best not to close tickets until you are sure it has been fixed (you may have accidentally clicked on the Close Ticket button). Sometimes the supplier (Openreach/BTwholesale) think they've fixed things, or sometimes don't think there's a problem

Re: Been here for 2 months

Townman — Mon, 29 Feb 2016 11:30:27 GMT

It is all too easy to close a ticket by mistake. Unintentionally click 'close' and it's gone - no friendly "did you really intend to close this ticket?"
Spooky that as I typed this reply, my mate who's problem ticket got closed exactly the same as above, has just had the same supplier closure message on his active fault report. Seems BTOR are trying to avoid accepting issues.