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Tech support

Teazle
Dabbler
Posts: 16
Registered: 11-02-2015

Tech support

Is there a problem with tech support?
I reported a problem on Sunday but having heard nothing I had a bizarre "chat" with somebody online...........
Q "When can I expect a reply?
A "Within 48hrs"
Q "I reported the poblem on Sunday, but I have heard nothing"
A  "48 hours means 48 working hours"
Q "What do you mean by "working hours"?"
....eventually it turns out that they mean "weekdays"
Q "I reported the problem on Sunday. More than 48 hours ago...however you define it. When may I expect a response?
A. "You'll have to contact them"
Q "In that case, would you transfer this chat to them?"
...and so it went on in ever decreasing circles.........................................
Still no response
6 REPLIES
Kremmen
Rising Star
Posts: 501
Thanks: 5
Fixes: 1
Registered: 13-04-2013

Re: Tech support

48 working hours.
That's a new one  Grin
Let's be careful out there !
Teazle
Dabbler
Posts: 16
Registered: 11-02-2015

Re: Tech support

Particularly as the site promises a 24hr response!!!  Angry  Grin
Plusnet Help Team
Plusnet Help Team
Posts: 5,601
Thanks: 530
Fixes: 203
Registered: 01-01-2012

Re: Tech support

Sorry to hear your having issues.
I've run a few tests and I can't see anything wrong from here.
Your fault ticket says you can't get online at all?
What sort of errors are you receiving?
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Teazle
Dabbler
Posts: 16
Registered: 11-02-2015

Re: Tech support

It's a little frustrating to hear that the fault ticket is inaccurate................
What I reported was constant dropped connections and "hangups" together with real problems in geting re-connected. On Sunday and Monday I went for several hours at a time during which it was impossible to get connected. I have been able to get connections on my Ipad (albeit with problems) but have not been able o get any connections at all with either laptop or desktop. I frequently have to reboot the router to get any chance of getting a connection.
When I tried the desktop it took me right throught the Plusnet Assist routines and ended up being told to contact you...........
I'm sorry, but if the ticket is inaccurate what chance do I have in getting this sorted.
My guess is that the router is faulty but.....................
I need to do a job which has to be done on my Desktop but have been unable to since the weekend........
Plusnet Help Team
Plusnet Help Team
Posts: 5,601
Thanks: 530
Fixes: 203
Registered: 01-01-2012

Re: Tech support

The routers just within its warranty so I'll get a replacement processed for you now.
You should receive this in the next couple of days
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Teazle
Dabbler
Posts: 16
Registered: 11-02-2015

Re: Tech support

Thanks for that.
Let's see if it makes a difference.