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Ticket response times

davidj66
Rising Star
Posts: 626
Thanks: 36
Fixes: 1
Registered: ‎04-09-2008

Ticket response times

Posted a question on Friday afternoon,when it was suggested response time of ~ 30 hours -is this "Mon -Friday" hours or actual hours because nothing has happened after ~ 42 hours?
14 REPLIES
reserved
Grafter
Posts: 617
Registered: ‎08-11-2008

Re: Ticket response times

Don't hold your breath, mine took over 48 hours for initial response  Sad
davidj66
Rising Star
Posts: 626
Thanks: 36
Fixes: 1
Registered: ‎04-09-2008

Re: Ticket response times

 Ticket number 78231708 -Now over 60 hours and still waiting for it to be picked up.......I notice that Question waiting time hasn't been updated since 4th DecemberHuh Huh
I did try ringing last Friday - but as I had already spent ages on the phone trying to get thru to Tesco Customer Services ,another long wait listening to Musak didn't appeal!!!!
Plusnet Help Team
Plusnet Help Team
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Registered: ‎01-01-2012

Re: Ticket response times

Hi there
Sorry for the delay in getting this picked up.
I've responded to your ticket now
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
davidj66
Rising Star
Posts: 626
Thanks: 36
Fixes: 1
Registered: ‎04-09-2008

Re: Ticket response times

Many thanks Matthew Smiley
reserved
Grafter
Posts: 617
Registered: ‎08-11-2008

Re: Ticket response times

I replied to my ticket (78128694) at 8.17pm on Friday after doing what was asked but have not had a reply!

edit: added ticket number!
Community Gaffer
Community Gaffer
Posts: 17,667
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Registered: ‎05-04-2007

Re: Ticket response times

@reserved
Unfortunately fault tickets often take longer to respond to, it's in the correct place for a reply and I'll check it later to make sure it's looked at today.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
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Grafter
Posts: 617
Registered: ‎08-11-2008

Re: Ticket response times

Thanks Chris. As I said in the ticket the speed has gone right up. I've done nothing my end and wonder why because I don't want to do anything to spoil it  Cheesy
reserved
Grafter
Posts: 617
Registered: ‎08-11-2008

Re: Ticket response times

Quote from: Chris
@reserved
Unfortunately fault tickets often take longer to respond to, it's in the correct place for a reply and I'll check it later to make sure it's looked at today.

Perhaps a nudge is needed Chris.
Community Gaffer
Community Gaffer
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Registered: ‎05-04-2007

Re: Ticket response times

Quote
As I said in the ticket the speed has gone right up

Are you still having issues then? I'd assumed from this comment that your speed was fine now?
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Community Gaffer
Community Gaffer
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Re: Ticket response times

I've just noticed that on your faults ticket you've mentioned that you sometimes get noise on the line, so I'm just running a test on the phone line.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Community Gaffer
Community Gaffer
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Re: Ticket response times

That's not found any fault, so let me know if you're still seeing speed problems or whether they're sorted now.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
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Grafter
Posts: 617
Registered: ‎08-11-2008

Re: Ticket response times

Thanks Chris.
The noise is very intermittent. The speed has been very good since Saturday afternoon when I got a different ip address. I'm still on that one but just hope that the speed doesn't go down if I get on a different gateway!
Shall I close the ticket now and raise another one if the speed goes down?
Highlighted
Community Gaffer
Community Gaffer
Posts: 17,667
Thanks: 659
Fixes: 163
Registered: ‎05-04-2007

Re: Ticket response times

It's very very unlikely to be gateway related, I think it's more likely the noise causing the issues. Next time the noise happens let me/us know and we'll run a line test to try and pin it down.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
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Grafter
Posts: 617
Registered: ‎08-11-2008

Re: Ticket response times

Thanks again Chris, I'll close the ticket & do as you suggest.