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Where has my Fault Ticket Gone

wytco0
Grafter
Posts: 48
Thanks: 7
Registered: ‎03-03-2012

Where has my Fault Ticket Gone

24 hours ago I raised a fault ticket after suffering multiple disconnects yesterday, I checked the ticket several time today but it wasn't updated at all, A couple of hours ago I added a comment asking for an update and now the ticket seems to have disappeared completely
Whats happening? I am not happy that 24 hours after raising the call nothing seems to have been done and now the ticket looks as though its been deleted, and I am still getting disconnects.
Is there a direct link to fault tickets because I cant find it anywhere, normally I access them from Member Centre.
8 REPLIES 8
wytco0
Grafter
Posts: 48
Thanks: 7
Registered: ‎03-03-2012

Re: Where has my Fault Ticket Gone

Ticket number is #61161021 I am pretty sure this ticket has been completely ignored, nothing at all has been added to it other that the automatic entries when it was raised.
I managed to find it bu using an old link from an earliet ticket but the fault is not showing on my Memeber Centre screen.
Chris
Legend
Posts: 17,724
Thanks: 600
Fixes: 169
Registered: ‎05-04-2007

Re: Where has my Fault Ticket Gone

The initial reply to a fault ticket is around 48 hours currently, if noone else has replied to it by tomorrow we'll take a look when the team here are back in the office.
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
wytco0
Grafter
Posts: 48
Thanks: 7
Registered: ‎03-03-2012

Re: Where has my Fault Ticket Gone

48 Hours wow that's terrible, there is no point in raising a ticket through your automatic system if it means such huge delays, phoning is much quicker. In the past whether by phone or automatically I have not had to wait this long for a response.
I thought Plusnet support was meant to be first class this is a long way from first class.
dick:quote
Chris
Legend
Posts: 17,724
Thanks: 600
Fixes: 169
Registered: ‎05-04-2007

Re: Where has my Fault Ticket Gone

To be clear that's for *fault* tickets, standard support tickets are picked up much quicker than this.
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
wytco0
Grafter
Posts: 48
Thanks: 7
Registered: ‎03-03-2012

Re: Where has my Fault Ticket Gone

OK well I am not sure what it is but I think its a support ticket, whatever it is it still says "Awaiting support team answer " and I have still not received any updates at all. So I don't think its been looked at.
dick:quote
chrispurvey
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Where has my Fault Ticket Gone

It is a fault ticket that has been raised which current response time is around 48 hours. Your line is undergoing testing and we'll be in-touch as soon as it's completed.
wytco0
Grafter
Posts: 48
Thanks: 7
Registered: ‎03-03-2012

Re: Where has my Fault Ticket Gone

Its well over 48 hours my connection is unstable I have still heard nothing at all.. Link was down for several hours this morning and would not come back up. I have no idea what I can do to get someone to look at it.
Plusnet service seems to have gone form first class to terrible is a very short period of time, I fully understand it can take time to fix things but not giving any updates at all for more than 2 days is terrible by any standards. I wont be recommending plusnet any more.
dick:quote
adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,871
Thanks: 882
Fixes: 221
Registered: ‎27-04-2007

Re: Where has my Fault Ticket Gone

Thanks for your time on the phone just now, I'm sorry you feel that this has taken too long for a response to the issue so far. I can see that an engineer visit has been booked for tomorrow morning so please let us know how that goes and if any further assistance is needed.
Adam
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 Adam Walker
 Plusnet Help Team