Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for
Broadband down since Saturday. Ticket is being ignored. How do I escalate it?
Topic Options
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Broadband
- :
- Re: Broadband down since Saturday. Ticket is bein...
Broadband down since Saturday. Ticket is being ignored. How do I escalate it?
24-09-2014 8:46 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I raised a 'question' for my broadband being down at the weekend. On Monday I was asked for three timeslots when an engineer could visit. Which I provided. Since then I've been pretty much ignored and my chosen timeslots are passing by. How do I escalate this and get someone to look into my problem?
I just switched to PlusNet 6 weeks ago since my previous supplier had terrible customer service. And now I'm regretting it already.
I just switched to PlusNet 6 weeks ago since my previous supplier had terrible customer service. And now I'm regretting it already.
Message 1 of 6
(957 Views)
5 REPLIES 5
Re: Broadband down since Saturday. Ticket is being ignored. How do I escalate it?
24-09-2014 8:52 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
If you have added to the ticket it will have gone to the back of the queue.
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Message 2 of 6
(626 Views)
Re: Broadband down since Saturday. Ticket is being ignored. How do I escalate it?
24-09-2014 8:54 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
How long is the queue? I added three suitable timeslots on Monday when they asked me to. I presume if I hadn't done that then I wouldn't have been in the queue at all?
Message 3 of 6
(626 Views)
Re: Broadband down since Saturday. Ticket is being ignored. How do I escalate it?
24-09-2014 9:02 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
That's OK then - I got the impression from your first post that you'd added more comments after giving them the slots.
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Message 4 of 6
(626 Views)
Re: Broadband down since Saturday. Ticket is being ignored. How do I escalate it?
24-09-2014 11:41 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
If you raised a fault ticket then phone in, 0800 432 0200 option 1 takes you to a fault agent quickly or has done every time I have phoned in the last 3 weeks for mine
FTTP 500 regrade from Tues 28th November
Message 5 of 6
(626 Views)
Re: Broadband down since Saturday. Ticket is being ignored. How do I escalate it?
24-09-2014 12:47 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi there,
It sounds to me like you're not receiving the updates on your fault ticket as it certainly hasn't been ignored.
The ticket was created on the 21st Sept, on the 22nd we'd tested and raised this to our suppliers and asked you for some appointment dates, which you provided the same day. The next day we tried to book the appointment but there was a system issue stopping us, so earlier today the appointment was book and confirmed for tomorrow morning (8am-1pm).
It sounds to me like you're not receiving the updates on your fault ticket as it certainly hasn't been ignored.
The ticket was created on the 21st Sept, on the 22nd we'd tested and raised this to our suppliers and asked you for some appointment dates, which you provided the same day. The next day we tried to book the appointment but there was a system issue stopping us, so earlier today the appointment was book and confirmed for tomorrow morning (8am-1pm).
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
Message 6 of 6
(626 Views)
Topic Options
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Broadband
- :
- Re: Broadband down since Saturday. Ticket is bein...