Missing ticket target times

[#1]

I've raised a ticket for a very simple question relating to a home move, gaving taking advice from PN over the phone which transpired to be misleading.
At the moment, the average time to respond to tickets is less than 3 hours, with a target time of 4 hours for closure.
My first repsonse from PN came after 11.5 hours, so that's 3 times longer than target.
I'm still awaiting a second response after a further 9 hours, more than twice the target.
So PN has consistently failed to meet its own target, and this is for a very simple ticket. I can only think that because I had the temerity to post the problem here, someone has taken offence and decided to push the ticket to the bottom of the pile. Either that, or the average and target times are completely meaningless.
If I want non-existent service, I might as well sign up to Sky for free, or at significantly less cost than we are paying PN..

[#2]

I'm sorry to hear about this, the ticket should have been picked up sooner then it was.
I have just seen this post and thought I would have a look at the ticket for you, but I can't see any open tickets on the account associated with the community username that you are using (430) have you got another account with us?
If you do want to call in and speak to one of the team, you can do so on 0845 140 0200.

[#3]

I've raised the ticket on my Mothers behalf - ticket 27924077. I don't propose to spend another 45 minutes on the phone to South Africa as I did at the start of this process.

[#4]

Well its pretty clear that  this ticket is being ignored by PN. Now THIRTEEN HOURS since my last request for help, and still no response.
The message is clear.
Two ex-PN customers.
Bye.

[#5]

I dont understand why you keep saying you have to be on phone to south affica for 45 mins.
i allways get through to english sounding cs guys on the geo number when i have had to ring them before.
Customer Support: 0845 140 0200 or 0114 296 5198
Broadband Faults: 0845 140 0080 or 0114 296 5188

[#6]

the Magic words is that his Mum is Madasafish not PN

Quote from: 430

So now I've got to spend another 45 minutes on the phone to South Africa on a premium rate line, after I specifically told  that I could effect this house move on-line. Is it too much to expect that you train your staff adequately in how to support your products?

[#7]

cheers for that i forgot about about madafish.
all to confusing now cant keep up with all this change

[#8]

Hi 430.
I'm really sorry that we've let you down. This is not the level of support we aim to deliver.
I have raised this with the CSC management team.
I hope we can rescue this one for you.

[#9]

Quote from: pierre_pierre

the Magic words is that his Mum is Madasafish not PN Quote from: 430 So now I've got to spend another 45 minutes on the phone to South Africa on a premium rate line, after I specifically told  that I could effect this house move on-line. Is it too much to expect that you train your staff adequately in how to support your products?

She's not Madasafish, she's PN. And it was definitely SA, as I specifically asked him: first he said offshore, and them elaborated with SA.

[#10]

Use the non premium rate line as suggested above

Quote

Customer Support: 0845 140 0200 or 0114 296 5198 Broadband Faults: 0845 140 0080 or 0114 296 5188

[#11]

Quote from: Mark

Hi 430. I'm really sorry that we've let you down. This is not the level of support we aim to deliver. I have raised this with the CSC management team. I hope we can rescue this one for you.

Well it's not too late yet, but as of now, my Mother has moved house, and no longer has access to the PN service for which she is still paying. Any communications on this subject will therefore have to come through me.
Had this been sorted straight away, it is very likely that she would have been locked into an 18 month contract. However, having seen someof the furore which this seems to have caused with customers, there'd no way I'll let her lock-in for that long.

[#12]

I dont think any of our calls to CSC are premium rate, if you are a normal BT 0114 is a national rate and 0845 a local rate, if home phone 0114 at certain time is free