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No broadband and no response to my ticket for 3 days now.

confident
Rising Star
Posts: 86
Thanks: 12
Registered: 27-10-2009

No broadband and no response to my ticket for 3 days now.

Can anyone PLEASE give me some feedback on what is happening on ticket #144545248?

The ticket says it can take "up to 24 hours" to reply to a new fault, it's now been 3 DAYS! No idea what is going on or if anyone has even bothered to run any tests. I posted my frustration in feedback yesterday, no response to that either. No feedback, no replies to ticket, over an hour wait time on the phone, no proper webmail and still NO BROADBAND after 3 days. Sorry for shouting but I'm now way beyond annoyed and frustrated. 

3 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 17,640
Thanks: 534
Fixes: 159
Registered: 05-04-2007

Re: No broadband and no response to my ticket for 3 days now.

Sorry for the lack of updates, I'm just testing the line now and will reply again shortly.

 

update

 

Testing your line is suggesting the fault lies on the voice side of things. I'll get that tested and raised through.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Plusnet Staff
Plusnet Staff
Posts: 17,640
Thanks: 534
Fixes: 159
Registered: 05-04-2007

Re: No broadband and no response to my ticket for 3 days now.

Testing the phone has found an external fault (unbalanced cable), so that's now with Openreach for investigation. I've responded to the ticket on your account too.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
confident
Rising Star
Posts: 86
Thanks: 12
Registered: 27-10-2009

Re: No broadband and no response to my ticket for 3 days now.

Thank you very much for the information and getting things moving Chris much appreciated. However, I find it totally unacceptable that customers (and faults!) are completely ignored for 3 days with no information and nothing done. It is only when complaints are posted in a public forum that someone actually does something. This is very far from good enough PN.