How long should I expect a support ticket response to take?
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How long should I expect a support ticket response to take?
13-08-2019 12:52 PM
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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
Re: How long should I expect a support ticket response to take?
13-08-2019 3:36 PM - edited 13-08-2019 3:40 PM
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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.
Re: How long should I expect a support ticket response to take?
15-08-2019 1:04 PM
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Thank you for this information, Emily. I have replied to the ticket.
Re: How long should I expect a support ticket response to take?
15-08-2019 5:06 PM
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Thanks for that @fenlandbroadban, we've noted your ticket response.
Please do let us all know how you get on.
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