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How long to wait for a ticket answer

Jem8472
Grafter
Posts: 25
Registered: 26-12-2011

How long to wait for a ticket answer

I logged a question regarding my drop in broadband speed on Saturday. It says its been sent to the correct department but so far, Tuesday afternoon, I have not heard anything.
It gone from about 50Mbps down and 20 up when I first had the FTTC installed, now its running at 4Mbpsdown but still 20 up.
#82476779
it just says awaiting support team answer.
Thanks.
Jeremy
5 REPLIES
stotteh
Newbie
Posts: 2
Registered: 11-03-2014

Re: How long to wait for a ticket answer

I raised a ticket about a similar problem, albeit my download speed has dropped to 1.8Mbps, on Saturday and haven't received a response yet either.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: How long to wait for a ticket answer

Tickets that are raised to our Faults Team are generally dealt with within 48-72 hours.
If your ticket hasn't been picked up within this time, please do let us know and we'll get this chased up for you.
Chris Pettitt
Cloud Environments Engineer
stotteh
Newbie
Posts: 2
Registered: 11-03-2014

Re: How long to wait for a ticket answer

Ticket #82520437 was raised at midday on Saturday so is already beyond 72 hours
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: How long to wait for a ticket answer

I've given the Faults Team a nudge and we'll get that picked up ASAP for you.
Chris Pettitt
Cloud Environments Engineer
Jem8472
Grafter
Posts: 25
Registered: 26-12-2011

Re: How long to wait for a ticket answer

Thanks for looking into it Smiley