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"Missing" ticket 64558643

JohnRG
Grafter
Posts: 40
Registered: 03-02-2013

"Missing" ticket 64558643

I started the thread "Download speed 0.06 Mbps - Connection keeps dropping. Ticket 64558643" yesterday.
This morning I find that this ticket 64558643 has been removed from my account.
[removed] had written on ticket 65207069 - "Dear...  Thanks for getting back to us. This ticket was opened in error. I've added your comments to the open fault investigation on the account and we will be back in touch after we have retested. To ensure the speedtest resolution to this issue, please confine all further contact to Ticket: 64558643. King regards, [removed]"
Just to rub salt in the wounds, it had ben replaced by an old ticket from January saying that as they had not heard from me for a week they assumed all was well and closed an earlier ticket. Until very recently I was not using the website to report faults, I was ringing them up to tell them my problems.
I am appalled that Plusnet should delete my ticket. I have now used the snipping tool and made copies of [xxx's] reply which I have quoted above, just so I have proof that 64558643 existed.

[Moderator's note by Jim (Oldjim): CSA name removed as per the forum rules. but name notes for staff]
John:  so they have not deleted it, it's back, see posts below. I have modified this post accordingly.
8 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: Deleted ticket 64558643 - Should I inform Which? and Ofcom

Can you check if it has been removed or is now showing as closed - it shouldn't be possible to remove tickets
JohnRG
Grafter
Posts: 40
Registered: 03-02-2013

Re: Deleted ticket 64558643 - Should I inform Which? and Ofcom

Hi Oldjim
Sorry for putting in names - I hadn't realised it was against the rules - I removed one more name which you had missed !
Yes, ticket was removed, not closed. I have snipped my list which I can post if required
They might have done some repair work though as my line is still working.  Connected all morning now.  Wow!
Community Gaffer
Community Gaffer
Posts: 17,650
Thanks: 642
Fixes: 162
Registered: 05-04-2007

Re: Deleted ticket 64558643 - Should I inform Which? and Ofcom

The ticket is still open and is with our faults team for investigation, you should be able to see here: https://www.plus.net/wizard/?p=search
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
JohnRG
Grafter
Posts: 40
Registered: 03-02-2013

Re: Deleted ticket 64558643 - Should I inform Which? and Ofcom

Hi Chris
Thanks for replying
There are 4 questions in the open list, 65366832, 65302266, 65207069 and 64974283.
A search for 64558643 says it did not match any documents. I can't see that ticket.
My line is working, has Plusnet repaired it? If so, thank you
John
Community Gaffer
Community Gaffer
Posts: 17,650
Thanks: 642
Fixes: 162
Registered: 05-04-2007

Re: Deleted ticket 64558643 - Should I inform Which? and Ofcom

The search won't look specifically at your account details, that's more to search the site for help and support.
The ticket is definitely open. I'm wondering if that page is only displaying 4 tickets at a time. To test that I've closed one of the 2 identical tickets on your account, can you check and see if you can now see the ticket?
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
JohnRG
Grafter
Posts: 40
Registered: 03-02-2013

Re: "Missing" ticket 64558643

You are right Chris, the ticket is back.
Can you please let me know what has been causing the problems I have been having for the past 3 weeks with my connection?
I have amended the title of this thread and my first post to reflect the return of the ticket
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: "Missing" ticket 64558643

Hi JohnRG,
I've updated you on one of your other threads here: http://community.plus.net/forum/index.php/topic,111582.msg956785.html#msg956785
JohnRG
Grafter
Posts: 40
Registered: 03-02-2013

Re: "Missing" ticket 64558643

Mant thanks Matt - I've replied on the other thread