topic Re: How to get a response for a raised ticket? in Plusnet Feedback

How to get a response for a raised ticket?

Jon74 — Thu, 18 Aug 2016 16:30:56 GMT

Last Friday I raised a ticket as my broadband kept dropping out and still nothing back from anyone at plusnet, I updated it 3 more times but still nothing.

Do plusnet not bother answering questions anymore?

Re: How to get a response for a raised ticket?

alanf — Thu, 18 Aug 2016 16:43:49 GMT

I don't know if it is still the case but I seem to recall that it was reported that updating one's own ticket put it to the back of the queue. Madness.

Re: How to get a response for a raised ticket?

Oldjim — Thu, 18 Aug 2016 16:46:35 GMT

it isn't and hasn't been for ages

Re: How to get a response for a raised ticket?

Chris — Thu, 18 Aug 2016 17:12:19 GMT

Unfortunately you've raised a standard support ticket, not a fault (which doesn't excuse the delay in replying) however we'll need this reporting as a fault at https://faults.plus.net - if you let me know when you've been through and reported it I'll make sure we pick this up asap.

Re: How to get a response for a raised ticket?

Chris — Thu, 18 Aug 2016 17:18:31 GMT

There were quite a few disconnections showing Thursday - Monday, but very few since. The actual line stats themselves look good without any problems.

Are you still experiencing any problems with your service?

Upstream Link Info

Loop Loss	Loop Loss Add Text	SNR Margin	Errored Seconds	HecErrors	Cell Count	Speed
6.5		28.6	0	0	1460596579	448

Downstream Link Info

Loop Loss	Loop Loss Add Text	SNR Margin	Errored Seconds	HecErrors	Cell Count	Speed
8.5		6.5	0	0	356797250	7808

Re: How to get a response for a raised ticket?

Jon74 — Thu, 18 Aug 2016 17:32:19 GMT

its been okay since Monday, but has a history of dropping out especially over weekends.

its always a but random.

i will keep an eye on it and report it in the correct place next time.

thanks

jon

Re: How to get a response for a raised ticket?

Jon74 — Thu, 18 Aug 2016 17:36:32 GMT

One other thing I want to mention.

its not easy to navigate the PlusNet website to find the right place to report faults, you can end up going round in circles, it looks like you are hiding it.

Re: How to get a response for a raised ticket?

hitchhiker43 — Thu, 18 Aug 2016 18:13:04 GMT

Actually I can see one problem with this guy's stats and that's in his uplink! Its running unreasonably slowly at just 448Kbps given it has an snr of 28dB? could be 26 cant see the post now but huge! Give this guy some more uplink bandwidth and improve his service

Re: How to get a response for a raised ticket?

RealAleMadrid — Fri, 19 Aug 2016 09:37:11 GMT

That's the normal upstream speed for a 20CN ADSLmax service which I assume the OP is on. It can't be raised except by paying a lot extra ( around £8 a month) for Max Premium which I'm not sure is available on consumer products now.

Re: How to get a response for a raised ticket?

Chris — Fri, 19 Aug 2016 10:15:15 GMT

That's the normal upstream speed for a 20CN ADSLmax service which I assume the OP is on. It can't be raised except by paying a lot extra ( around £8 a month) for Max Premium which I'm not sure is available on consumer products now.

This is correct, the OP is on 20CN so the upload speed is correct. It can be uncapped for an additional £7.83 per month if needed.

Re: How to get a response for a raised ticket?

hitchhiker43 — Fri, 19 Aug 2016 16:42:30 GMT

Sorry my mistake, didn't realize that subtle difference between 20/21CN, I am the latter.