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Opened ticket last Friday, not being progressed

Newbie
Posts: 2
Registered: ‎07-09-2018

Opened ticket last Friday, not being progressed

Opened ticket number 182204697 about broadband stability and performance issues last Friday but as far as I can see nobody is looking at it. Pretty disappointing customer service - and I have been with PlusNet for many years. 😞
13 REPLIES 13
Dabbler
Posts: 15
Thanks: 3
Registered: ‎27-10-2014

Re: Opened ticket last Friday, not being progressed

Similar issue, ticket opened 8th August, problem not fixed, no response to 'added details' since last Monday. Waiting times on the phones seem to always exceed 20 minutes, live chat never available. Is there something serious going on?

All Star
Posts: 2,019
Thanks: 232
Fixes: 24
Registered: ‎02-08-2007

Re: Opened ticket last Friday, not being progressed

Dabbler
Posts: 15
Thanks: 3
Registered: ‎27-10-2014

Re: Opened ticket last Friday, not being progressed

Thank you, 'chat' is working but returns 'All our advisors are currently busy, please try again later'  every time.....

All Star
Posts: 2,019
Thanks: 232
Fixes: 24
Registered: ‎02-08-2007

Re: Opened ticket last Friday, not being progressed

Dabbler
Posts: 15
Thanks: 3
Registered: ‎27-10-2014

Re: Opened ticket last Friday, not being progressed

More likely to 'persevere off' at end of contract!

Dabbler
Posts: 15
Thanks: 3
Registered: ‎27-10-2014

Re: Opened ticket last Friday, not being progressed

Right now......'Online chat is currently unavailable, please choose another option'...… or better still, another supplier!!

Call wait time 20 minutes....

Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,915
Fixes: 75
Registered: ‎11-01-2018

Re: Opened ticket last Friday, not being progressed

 

HI @Lambers thanks for getting in touch. I'm sorry that nobody updated you on your fault ticket. I can see that an engineer attended and marked this as resolved. Unfortunately, I can also see that the stablity issues with your connection have re-emerged. Could you please re-raise this as a new fault here and I'll get this tracked as a priority? Just drop me your ticket number across, or respond here saying "Done". Thanks.

 

@PJW - It looks like we're waiting for you to respond here?

 

Just to confirm, guys, live chat has been taken off line until Monday, so please continue to use the forums/social media and we'll support as required.

 

Best wishes,

 

Dave

 

 

 

 

 

Dabbler
Posts: 15
Thanks: 3
Registered: ‎27-10-2014

Re: Opened ticket last Friday, not being progressed

Thanks @RandallFlagg but it's not my ticket that I'm commenting on here, it's a friend who has no internet and hence I've been trying to sort for him. He is 95 and struggles with the telephone. I can give you the ticket number either here or by PM if you can help?

Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,915
Fixes: 75
Registered: ‎11-01-2018

Re: Opened ticket last Friday, not being progressed

 

Here is fine, @PJW.

 

Thanks for the clarity.

 

Dave

Dabbler
Posts: 15
Thanks: 3
Registered: ‎27-10-2014

Re: Opened ticket last Friday, not being progressed

@RandallFlagg

ticket  #180616748 Thank you 

 

Plusnet Help Team
Plusnet Help Team
Posts: 18,011
Thanks: 5,743
Fixes: 963
Registered: ‎21-04-2017

Re: Opened ticket last Friday, not being progressed

Thanks.

I think I've fixed the problem with their broadband connection now. If they do a factory reset of their router by pushing a paperclip into the reset hole at the back for 15 seconds they should be back up and running shortly after. I've updated his ticket with more information too.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Dabbler
Posts: 15
Thanks: 3
Registered: ‎27-10-2014

Re: Opened ticket last Friday, not being progressed

Thank you, issue seems resolved.

'This fixed my problem' button......where is it?

Plusnet Help Team
Plusnet Help Team
Posts: 18,011
Thanks: 5,743
Fixes: 963
Registered: ‎21-04-2017

Re: Opened ticket last Friday, not being progressed

Glad to hear that!

Unfortunately only the original poster of a thread can mark a post as a fix.

Let us know if you or your friend need any further assistance.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team