No response to a support ticket?
- 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: No response to a support ticket?
No response to a support ticket?
17-12-2010 3:39 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I raised a fault on ticket #37961875 on the 14th and still nothing on the 17th but an automated reply to it which was also on the 14th shortly after I posted it.
Thanks,
Craig
Re: No response to a support ticket?
17-12-2010 3:49 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
First thing I would do is reboot. Your connection has been up for over 8 days. You also need to try your connection in the test socket, if not already.
Jojo
Re: No response to a support ticket?
17-12-2010 4:19 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Quote from: giz10p Can anyone tell me how long it usually takes to get a reply to a support ticket?
I raised a fault on ticket #37961875 on the 14th and still nothing on the 17th but an automated reply to it which was also on the 14th shortly after I posted it.
4 days appears to be the average just now.
Re: No response to a support ticket?
17-12-2010 4:41 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: No response to a support ticket?
17-12-2010 10:26 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hopefully someone will figure out where the problem is.
Re: No response to a support ticket?
18-12-2010 1:00 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
"Basically the procedure now, your issues is in good hands, our 3rd line faults team will be testing on your connection over the next few days (So it's important you leave your router on) and they will give you a call once they have any information for you, it shouldn't be much more than 48 - 72 hours from you raising the issue."
Now the 18th. Don't hold your breath for a resolution - they got your money already.
Re: No response to a support ticket?
18-12-2010 1:17 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
<DAYS LATER> it snowed, very heavily - and only a few staff could get in to man the phones, and the phonelines were closed overnight
the result - hunders more tickets open than "normal"
as soon as PN start to get back to go through the tickets
we get more snow, and now more issues.. so id expect PN to start struggling to get tickets answered quickly (afaik - theyre still working through the last backlog)
Just needs a little patience and thought, we all complained about the Durban call centre because it was giving out poor answers and were generally unhelpful - but in situations like this, they would have been valuable
(This does not mean im not glad it is gone!)
Re: No response to a support ticket?
18-12-2010 12:11 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: No response to a support ticket?
21-12-2010 12:09 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: No response to a support ticket?
21-12-2010 12:13 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
There are some oddities around - eg: if you have a master socket that's over a certain age, plus will show a "dis" (disconnected) fault (as that's what the BT automated test systems says due to master socket being old enough to not have a resistor needed for the automated testing to work), meaning the line is totally disconnected, which isn't actually a fault as such, and BT won't recognise that as a fault if you can make calls from the line (obviously).
Re: No response to a support ticket?
21-12-2010 12:36 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
It comes back as battery contact fault T051..
The master socket is a new openreach one with ADSL faceplace / filter.
Re: No response to a support ticket?
21-12-2010 12:45 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
When we tested the line we ran a copper line test and this failed. If we were your phone provider we would get this rectified for you. Unfortunately we are unable to raise a broadband fault while this result is showing as our faults system just refers you to your supplier.
Jojo
Re: No response to a support ticket?
21-12-2010 12:59 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Just to let you know I've nudged yours along too.
Jojo
Re: No response to a support ticket?
21-12-2010 2:00 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Quote from: giz10p Hi jheenan ,
It comes back as battery contact fault T051..
The master socket is a new openreach one with ADSL faceplace / filter.
Apparently that means "Battery Contact - Line is in contact with another. Could be worn isolation or water on the line."
I think unfortunately you have to persist with BT - go back to them and say explicitly that testing on your line has reported a battery contact fault. If they're not seeing it then I guess you have to insist that it's intermittent.
(Alternatively transfer your phone service over to plus.net, and then they'll be able to call out the right part of BT to get the battery contact fault fixed!)
The different parts of BT make this kind of fault very "fun" 😞
Re: No response to a support ticket?
21-12-2010 2:04 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Quote from: Joanne HI jheenan,
Just to let you know I've nudged yours along too.
Jojo
Thanks Jojo I missed the phone call, but apparently I'm going to have interleaving switched on. (My router reckoned it was already on at a depth of 8 on upstream and 8 on downstream, so I guess I should expect to see those figures increase once the order has worked it's way through the system.)
- 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: No response to a support ticket?