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

Posts: 7
Registered: ‎27-02-2015

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

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?



Plusnet Help Team
Plusnet Help Team
Posts: 2,032
Thanks: 357
Fixes: 117
Registered: ‎26-03-2018

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

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
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.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
Posts: 7
Registered: ‎27-02-2015

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

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

Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,325
Fixes: 65
Registered: ‎09-10-2018

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

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


Please do let us all know how you get on.