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Where has my Fault Ticket Gone
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- Re: Where has my Fault Ticket Gone
Where has my Fault Ticket Gone
18-10-2012 10:32 PM
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24 hours ago I raised a fault ticket after suffering multiple disconnects yesterday, I checked the ticket several time today but it wasn't updated at all, A couple of hours ago I added a comment asking for an update and now the ticket seems to have disappeared completely
Whats happening? I am not happy that 24 hours after raising the call nothing seems to have been done and now the ticket looks as though its been deleted, and I am still getting disconnects.
Is there a direct link to fault tickets because I cant find it anywhere, normally I access them from Member Centre.
Whats happening? I am not happy that 24 hours after raising the call nothing seems to have been done and now the ticket looks as though its been deleted, and I am still getting disconnects.
Is there a direct link to fault tickets because I cant find it anywhere, normally I access them from Member Centre.
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Re: Where has my Fault Ticket Gone
18-10-2012 10:39 PM
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Ticket number is #61161021 I am pretty sure this ticket has been completely ignored, nothing at all has been added to it other that the automatic entries when it was raised.
I managed to find it bu using an old link from an earliet ticket but the fault is not showing on my Memeber Centre screen.
I managed to find it bu using an old link from an earliet ticket but the fault is not showing on my Memeber Centre screen.
Message 2 of 9
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Re: Where has my Fault Ticket Gone
18-10-2012 10:47 PM
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The initial reply to a fault ticket is around 48 hours currently, if noone else has replied to it by tomorrow we'll take a look when the team here are back in the office.
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
Message 3 of 9
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Re: Where has my Fault Ticket Gone
18-10-2012 10:59 PM
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48 Hours wow that's terrible, there is no point in raising a ticket through your automatic system if it means such huge delays, phoning is much quicker. In the past whether by phone or automatically I have not had to wait this long for a response.
I thought Plusnet support was meant to be first class this is a long way from first class.
dick:quote
I thought Plusnet support was meant to be first class this is a long way from first class.
dick:quote
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Re: Where has my Fault Ticket Gone
19-10-2012 8:56 AM
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To be clear that's for *fault* tickets, standard support tickets are picked up much quicker than this.
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
Message 5 of 9
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Re: Where has my Fault Ticket Gone
19-10-2012 9:56 AM
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OK well I am not sure what it is but I think its a support ticket, whatever it is it still says "Awaiting support team answer " and I have still not received any updates at all. So I don't think its been looked at.
dick:quote
dick:quote
Message 6 of 9
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Re: Where has my Fault Ticket Gone
19-10-2012 9:58 AM
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It is a fault ticket that has been raised which current response time is around 48 hours. Your line is undergoing testing and we'll be in-touch as soon as it's completed.
Message 7 of 9
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Re: Where has my Fault Ticket Gone
20-10-2012 9:21 AM
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Its well over 48 hours my connection is unstable I have still heard nothing at all.. Link was down for several hours this morning and would not come back up. I have no idea what I can do to get someone to look at it.
Plusnet service seems to have gone form first class to terrible is a very short period of time, I fully understand it can take time to fix things but not giving any updates at all for more than 2 days is terrible by any standards. I wont be recommending plusnet any more.
dick:quote
Plusnet service seems to have gone form first class to terrible is a very short period of time, I fully understand it can take time to fix things but not giving any updates at all for more than 2 days is terrible by any standards. I wont be recommending plusnet any more.
dick:quote
Message 8 of 9
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Re: Where has my Fault Ticket Gone
22-10-2012 1:23 PM
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Thanks for your time on the phone just now, I'm sorry you feel that this has taken too long for a response to the issue so far. I can see that an engineer visit has been booked for tomorrow morning so please let us know how that goes and if any further assistance is needed.
Adam
Adam
Message 9 of 9
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