Ticket 112694999 no response since.

[#1]

After much searching, I managed to enter a ticket (187741472 ) on Friday afternoon, 22.02.2019. It's now Wednesday night 27.02.2019. All I've seen is an automated response. The ticket has not been visibly updated.

1 - when can I look forward to a reply?

2 - why is it so difficult, hidden? to log a query?

Many thanks

Nigel

[#2]

I know where you are coming from, it can be frustrating

i personally find it much easier and quicker to make a complaint on here, seems to get picked up quicker.

i complained on the Community last Wednesday, as I had upgraded to Fibre Extra, got a reply, then complained through a link that a staff member sent me, a ticket was raised and eI updated it.

My line as checked, PlusNet rang me, and organised. BT engineer to visit my home yesterday, he renewed couple of BT components which fixed my Fibre speed to a higher speed, 

start to finish was. Just 8 days, Great Service from PlusNet Community and staff

So make your complaint known on the Community, and hopefully Staff will pick it up

[#3]

Hi there,

Sorry that you're waiting for a response, however as the issue was reported using the complaints procedure we do advise this takes around 5 working days for a response. You should get an update from the complaints team within that timeframe.

[#4 · Accepted solution]

I received a response Yesterday, Thursday afternoon which answered my question.