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No response to an ticket raised online after 36+ hours!

Posts: 6
Registered: 31-10-2017

No response to an ticket raised online after 36+ hours!

As per the title. I raised a ticket online (160898526) Sunday night, and there has been nothing other than the automated response from plusnet.

Internet speeds have been drastically below contracted speeds since Sunday night, upload wont even register sometimes on the speed test sites. 



36 hours and nothing from support is laughable!

Plusnet Help Team
Plusnet Help Team
Posts: 13,487
Thanks: 248
Fixes: 68
Registered: 27-04-2007

Re: No response to an ticket raised online after 36+ hours!

Hi there, 


I've just tested your line and everything looks as expected, no issues are being flagged up and speeds are showing as above the estimates provided. 


I'm wondering if you usually connect to the service over WiFi?


If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Posts: 12,596
Thanks: 3,874
Fixes: 25
Registered: 22-08-2007

Re: No response to an ticket raised online after 36+ hours!


A warm welcome to the forums.  In case such as this, its wise to go back to base principles to provide an expectation framework...

What are the expectations for your line?

Please use the following links to check the services available and their estimated speeds. From the first link, please record and report back the distance from the exchange. The second link advises of which fibre services (if any) are available on your line and their anticipated speed.


How is your line performing?

Please post your router stats; for PN TG582n and 2704n routers use the buttons below, for other routers look at the Kitz link.

Also run a BT Wholesale speed test (ideally using an Ethernet wired PC with the WiFi turned off) then run the further diagnostics and post the results here. DO NOT REBOOT the router!

Also find your CURRENT SPEED (PlusNet line profile) from the PlusNet user portal - you will need to log in.


Broadband is not going to work well if the "phone" line is not working properly.

Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.

If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below.