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Outstanding ticket

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Outstanding ticket

Can someone reply to my ticket.

Posted yesterday: 17559023
16 REPLIES
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Outstanding ticket

Still outstanding Evil
LiamM
Grafter
Posts: 5,636
Registered: 12-08-2007

Outstanding ticket

Best bet is to call support on 08451400200. This is not an 'official' line of support.
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Outstanding ticket

I thought raising a ticket was the 'official line'

But no response Cry

Dont think there would be any point me ringing the support line, think they are going to be pretty busy with this recent 'FUP' introduction Evil
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Outstanding ticket

Edenthorpe, if its about removing the peak time management, then I'm still waiting too. I know that the next throttling won't occur til 4pm so its not that urgent we get a reply til then, but it shows a lack customer care and consideration which sems to be becoming the norm with Plusnet.
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Outstanding ticket

The forums are the non-official line of support, tickets are.

Posting here will not get your ticket answered any faster.

PlusNet work on a first-come, first-served basis with tickets. So those who submitted tickets before you, will be dealt with first.

Posting here is not going to speed this process up. It's somewhat similar to queue jumping.
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Outstanding ticket

Quote
Posting here is not going to speed this process up. It's somewhat similar to queue jumping.


It's worked for me enough times.
LiamM
Grafter
Posts: 5,636
Registered: 12-08-2007

Outstanding ticket

Queue-jumping often does work... but it is rather rude isn't it?
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Outstanding ticket

Sill no reply from a ticket posted yesterday Evil

So much for average response time and target of 8 hours :!:
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Outstanding ticket

Im in the same boat.
My ticket was assigned nearly 20 hours ago...still nothing.
Community Gaffer
Community Gaffer
Posts: 12,808
Thanks: 636
Fixes: 62
Registered: 04-04-2007

Outstanding ticket

Hi there,

Requests to be removed from a sustainable usage tier should be actioned within one working day as per the information provided in the Contact Us wizard. Any other enquiries will be addressed as quickly as possible by our support agents.

We have been busy of late, but the ticket numbers are steadily reducing and we have support staff putting in a lot of extra work.

Please try to be patient as none of your queries are being ignored.

Kind Regards,

Bob Pullen
Plusnet Products Team
If I've been helpful then please give thanks ⤵

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Outstanding ticket

Which information is this Bob?
I raised a ticket in the Sustainable usage policy enquiries, as there isnt a
High Usage Enquiries link
showing in the wizard.

All that shows is


• Sales Enquiries
• Account Changes - Upgrade, Downgrade, Cancellations & Moving House
• Broadband Orders - Activation, Starter Pack (delivery and returns) queries
• Billing Enquiries
• Technical Support (Except Connection Problems - See below)
• Connection Problems
• Other Queries (Avoids Wizard)
• Sustainable Usage Policy Enquiries
• Revised Term & Conditions - August 2005
• Link: Portal Discussion Forums
• Link: Support Pages Home
• Link: All Service Settings - Usertools
Community Gaffer
Community Gaffer
Posts: 12,808
Thanks: 636
Fixes: 62
Registered: 04-04-2007

Outstanding ticket

Hi,

It's the • Sustainable Usage Policy Enquiries one. I put it there Wink

Regards,

Bob Pullen
Plusnet Products Team
If I've been helpful then please give thanks ⤵

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Outstanding ticket

Thanks, thats the one I used, although the email calls for it differently.

High Usage Enquiries link
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Asked for restriction to be lifted on Thursday - No response

Plusnets customer service is absolute rubbish and I want my MAC key. Restricted my speed from 2mbps to 67kbps over some retrospectively introduced and hard to find policy. Requested it to be lifted by raising a ticket on THURSDAY but so far it has been viewed by a link:CSA Removed at 4pm on Friday who passed it staright to an link:CSA Removed but neither of them have done sod all and I'm still sitting on a connection which is little better than dial up speed.
Plusnet have taken money for a 2mbps connection and are only providing a 67kbps connection, I don't see how it can be legal to sell and charge for a service and then refuse to provide it once it has been paid for.
I may seek legal advice and take action against Plusnet.

[Moderators Note by csogilvie: Customer Support Agent's Name removed]