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Ticket Still Open:

tomxlisa
Grafter
Posts: 213
Registered: 20-04-2012

Ticket Still Open:

It does say on the plusnet site that if you open a ticket it should get looked at within 16 hrs, well i've had a ticket open since 8.30pm ish last night and it is still waiting to be looked at, or do plusnet not look at tickets over the weekend?.
5 REPLIES
Superuser
Superuser
Posts: 9,044
Thanks: 494
Fixes: 43
Registered: 06-04-2007

Re: Ticket Still Open:

It depends which ticket pool (team) the ticket is assigned to. If it requires attention from a specialist team most likely it would not be picked up over the weekend. However general queries are dealt with 24x7 and I think the time quoted refers to general queries. However it is an "average" time, not maximum. Average means some tickets will take longer, some take a shorter time.
David
tomxlisa
Grafter
Posts: 213
Registered: 20-04-2012

Re: Ticket Still Open:

It was just a general simple question really, well so i thought, maybe they haven't picked it up through the weekend, but like you i thought general questions was answered weekend or not.
Community Veteran
Posts: 26,442
Thanks: 687
Fixes: 8
Registered: 10-04-2007

Re: Ticket Still Open:

Even if it was fairly general, depending upon where in the system you raised the query some tickets get assigned to specific teams because of the topic. For example I know that tickets raised to request a move on to Max Premium used to only get looked at once a week.
jelv (a.k.a Spoon Whittler)
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tomxlisa
Grafter
Posts: 213
Registered: 20-04-2012

Re: Ticket Still Open:

Yeah i guess, it was just slightly annoying as the time frame it give me which it said the ticket would be resolved by had passed, not very good service for a new customer really, doesn't give me much hope, but i am guessing it was probably cause it was the weekend which is why the ticket never got answered.
scream
Dabbler
Posts: 20
Registered: 06-05-2012

Re: Ticket Still Open:

Hi Tomxlisa,
It will be due to the fact that PN have one team dedicated to just working the tickets that are sent in and they don't work everyday at all times such as the customer services and technical departments.
If it doesn't get actioned soon it might always be worth placing a ticket into the customer services or technical ticket pools to mention that you have raised it and that it hasn't been looked at yet. Unfortunately, as said above it's not a commonly raised ticket so generally there isn't the need to check the pool as often as some other.
I'm sure it will get answered soon for you, don't lose faith.  Smiley