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Raised ticket about 10 days ago, no response from support to date
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Raised ticket about 10 days ago, no response from support to date
15-04-2014 12:55 PM
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Hi
we had a period of near constant dropoffs on our line back in February which seemed to get sorted (or sorted itself, it was hard to tell at the time). Things have started to get worse again in the last couple of weeks, a few dropoffs a night, not sure if the day is the same as we're not around. No idea why this might be, nothing has changed from our end.
I raised a ticket weekend before last and have had no contact at all from plusnet. It's hard to see from the support pages if this is even being flagged as there's no open question, etc.
Is there someone I need to follow up with to get this looked at?
Thanks in advance
Mark
we had a period of near constant dropoffs on our line back in February which seemed to get sorted (or sorted itself, it was hard to tell at the time). Things have started to get worse again in the last couple of weeks, a few dropoffs a night, not sure if the day is the same as we're not around. No idea why this might be, nothing has changed from our end.
I raised a ticket weekend before last and have had no contact at all from plusnet. It's hard to see from the support pages if this is even being flagged as there's no open question, etc.
Is there someone I need to follow up with to get this looked at?
Thanks in advance
Mark
Message 1 of 7
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Re: Raised ticket about 10 days ago, no response from support to date
15-04-2014 1:06 PM
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If the issue is on the account related to this one, then we haven't received a ticket from you since the fault report in January. If you're having connection issues can you run through faults.plus.net and the team here will get on to this for you.
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
Message 2 of 7
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Re: Raised ticket about 10 days ago, no response from support to date
15-04-2014 1:22 PM
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Hi Chris
that's what I orginally did. I've just gone to the site again and am seeing the same message - which must be wrong if you've not received anything your end:
Thanks, you've given us all the information we need to investigate your problem
A Ticket has been raised to our Faults Team with these details. We'll contact you as soon as we have more information and let you know what happens next.
In the meantime, we'll run some more tests on your telephone line over the next 24 hours.
You can help us by:
1.Leaving your equipment plugged in and switched on.
2.Making sure you've given us a contact number we can reach you on. If you've given us a mobile number we'll text you to keep you updated.
Please contact us if you need to provide a different contact number, or if there's any change to the problem you're having.
Broadband Troubleshooter Unavailable
There is currently a fault open in our systems for your line. This may be as a result of an old fault, or a system error.
A problem has been raised, and will be investigated by our developers. In the meantime, if you're still having problems with your broadband please give us a call.
that's what I orginally did. I've just gone to the site again and am seeing the same message - which must be wrong if you've not received anything your end:
Thanks, you've given us all the information we need to investigate your problem
A Ticket has been raised to our Faults Team with these details. We'll contact you as soon as we have more information and let you know what happens next.
In the meantime, we'll run some more tests on your telephone line over the next 24 hours.
You can help us by:
1.Leaving your equipment plugged in and switched on.
2.Making sure you've given us a contact number we can reach you on. If you've given us a mobile number we'll text you to keep you updated.
Please contact us if you need to provide a different contact number, or if there's any change to the problem you're having.
Broadband Troubleshooter Unavailable
There is currently a fault open in our systems for your line. This may be as a result of an old fault, or a system error.
A problem has been raised, and will be investigated by our developers. In the meantime, if you're still having problems with your broadband please give us a call.
Message 3 of 7
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Re: Raised ticket about 10 days ago, no response from support to date
15-04-2014 2:16 PM
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Message 4 of 7
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Re: Raised ticket about 10 days ago, no response from support to date
15-04-2014 2:18 PM
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Any ideas when you would be available for an engineer visit at all?
Message 5 of 7
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Re: Raised ticket about 10 days ago, no response from support to date
15-04-2014 2:28 PM
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Hello Chris
thanks for the reply. Thursday this week or Tues/Wed/Thur next week should all be possible.
thanks again
Mark
thanks for the reply. Thursday this week or Tues/Wed/Thur next week should all be possible.
thanks again
Mark
Message 6 of 7
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Re: Raised ticket about 10 days ago, no response from support to date
15-04-2014 2:29 PM
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You might receive a text message but you can just ignore that - I'll get you an engineer booked in, I'll confirm the details within the next 10-15 minutes.
Message 7 of 7
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- Re: Raised ticket about 10 days ago, no response f...