Phone inactive and no reply to support ticket
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Phone inactive and no reply to support ticket
15-07-2014 10:21 AM
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I've not been able to make or receive calls on my landline since last Wednesday (with the exception of one 5-minute call on Saturday, but the line went dead again as soon as I put the phone down), and I raised a support ticket on Saturday which hasn't elicited any help from Plusnet other than an automated response to the original query.
I've done everything I can to find out where the problem may lie, e.g. dismantled and disconnected phone equipment, tried different handsets (corded and cordless), but the line is still not working.
How long should I have to wait for someone to reply to a support ticket? 3 days seems a long time for reporting an inactive line!
Thank you.
Re: Phone inactive and no reply to support ticket
15-07-2014 11:41 AM
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Re: Phone inactive and no reply to support ticket
15-07-2014 11:46 AM
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I had no idea that updating the fault ticket puts me back down the queue - this is not made clear anywhere, and I thought I was being helpful by adding a comment that I had tried another handset.
This wouldn't matter so much if the mobile phone reception in this area wasn't appalling!
Thanks again, anyway.
Re: Phone inactive and no reply to support ticket
15-07-2014 3:02 PM
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Just one more question, if anyone can answer this - am I automatically entitled to a pro-rata reimbursement of the line rental cost, for the length of time the line has been down? (Currently 6 days.)
Many thanks.
Re: Phone inactive and no reply to support ticket
15-07-2014 4:02 PM
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Hi there and sorry the fault has become a little protracted.
I've just checked the fault notes and can see that an issue outside of your premises has been identified.
This means our suppliers should be able to resolve the fault without the need for an engineer visit.
Please reply back here if you need this chasing again on the 17th and I'll happily get on the case.
Re: Phone inactive and no reply to support ticket
15-07-2014 4:46 PM
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And my other question, which you didn't answer - to save me trawling through terms & conditions, please would you let me know if I have to pay for the line rental cost while the line is down?
Thank you.
Re: Phone inactive and no reply to support ticket
15-07-2014 4:54 PM
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Re: Phone inactive and no reply to support ticket
15-07-2014 5:06 PM
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Much appreciated.
Re: Phone inactive and no reply to support ticket
16-07-2014 1:14 PM
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Re: Phone inactive and no reply to support ticket
16-07-2014 1:20 PM
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Weirdly, the phone rang earlier but the line went off again after that. I hope someone's not trying to phone me to say I've won the lottery
Re: Phone inactive and no reply to support ticket
22-07-2014 8:04 PM
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I just wanted to let you know that my line came on again a week after it went off. I would like to thank you, and the staff who have dealt with my query privately, as the standard of help has been exceptionally good. I was informed earlier that a week's line rental has been refunded back to my bank account today, and I only had to ask once for it - no drawn-out communications!
Thank you again!
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