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No response to my ticket placed 2 days ago

Annie
Rising Star
Posts: 277
Thanks: 3
Fixes: 1
Registered: ‎25-09-2007

No response to my ticket placed 2 days ago

I see there are problems with the ticketing system today but I left a ticket 47 hours ago and I still have not had a response. I thought that it said I'd have to wait 36 hours when I placed the ticket but this is well over the time.
Annie
9 REPLIES
Plusnet Alumni (retired) LinnPlusnet
Plusnet Alumni (retired)
Posts: 1,686
Registered: ‎03-02-2014

Re: No response to my ticket placed 2 days ago

Hi Annie,
Really sorry for the delay in a response. I've had a look at the ticket and the only team who'd be able to answer this is our Customer Options team. They may be able to offer a deal if you were willing to re-contract when changing your package to Unlimited Fibre.
The Customer Options team are available on:
0800 013 2632
0330 123 9197
Monday to Friday: 9.00am - 8.00pm (Except Bank Holidays)
Saturday: 9.00am - 5.30pm
Annie
Rising Star
Posts: 277
Thanks: 3
Fixes: 1
Registered: ‎25-09-2007

Re: No response to my ticket placed 2 days ago

Just to say that I rang the team and I've renewed with Plusnet. I'm really pleased with the deal they offered. I've been with Plusnet for about 14 years and am glad to be staying.
Annie
Plusnet Alumni (retired) LinnPlusnet
Plusnet Alumni (retired)
Posts: 1,686
Registered: ‎03-02-2014

Re: No response to my ticket placed 2 days ago

Thanks for getting back to us, Annie! Glad to hear you were able to come to an agreement with our team! Smiley
Here's to looking forward to hopefully another 14 years!  Cool
plusnetarecrap
Dabbler
Posts: 11
Registered: ‎11-07-2014

Re: No response to my ticket placed 2 days ago

2 days ive been waiting four moths have fun with that one  Grin
Annie
Rising Star
Posts: 277
Thanks: 3
Fixes: 1
Registered: ‎25-09-2007

Re: No response to my ticket placed 2 days ago

Can I just check the upload speed for my line has been amended since moving onto the Unlimited Fibre package. I believe the unlimited package offers 19.5Mb upload speed whereas my old package was up to 10mb. I've done some speed tests and the upload line speed hasn't increased to anything over 10Mb. It may be that the line isn't capable but I thought I'd check.
I left a follow-up message in the ticket system yesterday but have not had a reply.
Annie
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: No response to my ticket placed 2 days ago

Hi,
Would you be able to provide the Ticket ID please, I'd be more than happy to take a look over things for you?
Chris Pettitt
Cloud Environments Engineer
Annie
Rising Star
Posts: 277
Thanks: 3
Fixes: 1
Registered: ‎25-09-2007

Re: No response to my ticket placed 2 days ago

The ticket number is #88348144.
Cheers, Annie
Annie
Plusnet Alumni (retired) LinnPlusnet
Plusnet Alumni (retired)
Posts: 1,686
Registered: ‎03-02-2014

Re: No response to my ticket placed 2 days ago

Hi Annie,
I've had a look at your order and it seems that the order to modify your speeds was scheduled for your next billing date. I've cancelled this order now so that I can re-place it to complete in the next 24 hours instead as your account has already changed to Unlimited Fibre. Sorry for any trouble it's caused.
Annie
Rising Star
Posts: 277
Thanks: 3
Fixes: 1
Registered: ‎25-09-2007

Re: No response to my ticket placed 2 days ago

Many thanks. The upload speed has now updated.
Annie
Annie