How long should I expect a support ticket response to take?

[#1]

I submitted a ticket via the Plusnet portal wizard on an Unlimited Business Fibre (12 Month) M3 account, at 8:02pm, Friday 9 Aug 2019, with additional information added a few moments later at 8:04pm, Friday 9 Aug 2019, and on Monday at 12:38pm, Monday 12 Aug 2019.

According to the service levels page I was expecting it'd be a response within 8 hours:

All our Broadband and Fibre Broadband services come with Standard Care (unless you chose to take Enhanced Care – see below). With Standard Care we aim to respond to any technical support queries raised via the Plusnet portal within 8 hours.

8:02pm, Friday 9 Aug 2019
[Support Wizard Journey]
[I have a question about my connection]
[My Broadband Connection]
[Connection Problems]
[I have a question about my connection]
[Additional Information]

How long should I expect a support ticket response to take, for a Business Fibre package?

Thanks,

Simon

[#2]

Hi @fenlandbroadban,

I'm sorry that you've not yet received a response to the support ticket that you've raised and I'll pass on feedback about this.

The connection log shows the intermittent drops that you've mentioned:

However, testing your line hasn't picked up the cause of this from here.

GEA Test Detail
Circuit ID	NA	Service ID	BBEUXXXXXXXX

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	80.0 Mbps
Upstream Speed	20.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Not Detected
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	348.6
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Very Good
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream Traffic Detected
Technology	VDSL
Profile Name	0.128M-80M Downstream, Error Protection Off - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2019-07-31T15:45:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	80.0 Mbps	80.0 Mbps	80.0 Mbps
Up Stream Line Rate	19.9 Mbps	19.9 Mbps	19.9 Mbps
Up Time	757.0 Sec	900.0 Sec	899.8 Sec
Retrains	0.0	1.0	0.0

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2019-08-13T14:03:18Z	2019-08-13T14:18:18Z
Ingress Code Violation	0	0
Egress Code Violation	1	0
Errored Seconds	1	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

We'll need to do some troubleshooting to try and narrow down the cause of this issue. I'd recommend starting with basic checks here: If these checks don't resolve the problem, the next step would be to connect your router directly to the test socket, which is under the faceplate of your master socket and seeing if the connection stabilises. This rules out internal wiring, face plates and extension sockets as being the cause. Please see the following guide for instructions on how to connect to the test socket.

[#3]

Thank you for this information, Emily. I have replied to the ticket.

[#4]

Thanks for that @fenlandbroadban, we've noted your ticket response.

Please do let us all know how you get on.