topic Re: Out of hours support in Plusnet Feedback

Out of hours support

dankek — Wed, 28 Sep 2016 22:04:57 GMT

The ticket system's submit button seems to have disappeared, the live chat is seldom available, and the support phone lines are time-limited (and optimized for people who don't have jobs). How can I get a support request in at 11 o'clock at night? It would be nice to drop a ticket in when it's convenient for me, and then have someone pick it up the next day without me needing to worry about making the time for a call.

Re: Out of hours support

jelv — Wed, 28 Sep 2016 22:40:18 GMT

@dankek wrote:
How can I get a support request in at 11 o'clock at night?

You can't unless it is to raise a fault which can be done online at any time.

Re: Out of hours support

dankek — Wed, 28 Sep 2016 23:31:18 GMT

I don't suppose being on the wrong internet plan (service provided not matching what I pay for) counts as a fault? I'm not making a generic "they're slow" complaint, I mean I'm pretty much certain that I've been set up with a different plan to the one I asked for.

Re: Out of hours support

jelv — Wed, 28 Sep 2016 23:33:42 GMT

Run the further diagnostics part of the BT speed test to see what your up and down IP Profiles are.

Re: Out of hours support

Chris — Thu, 29 Sep 2016 11:42:04 GMT

It looks like the order has completed on the wrong speeds, I'll get an order correct to fix that and confirm when this will complete shortly.

Re: Out of hours support

Chris — Thu, 29 Sep 2016 11:51:21 GMT

Sorry for the error, you should start seeing an improvement tomorrow in your speeds.