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About your complaint....

Community Veteran
Posts: 1,671
Thanks: 81
Fixes: 2
Registered: ‎17-06-2007

About your complaint....

So nice of you to send me an email this morning about my "complaint".... which is actually a problem with my IP TV which has been ongoing since September 5th.
It might have been nicer if you actually updated the ticket with something ... the last update from yourselves was last Saturday when you asked me to do a complete reset of the box. I did that and updated the ticket with the results (no change) within 90 minutes of you updating the ticket.
I really am not impressed.... you seem to be totally unable to progress this problem and we just seem to be going round and round in circles....
5 REPLIES
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: ‎10-04-2014

Re: About your complaint....

Hi Steve,
Sounds like the mandatory CISAS letter, that's sent eight weeks from a complaint being voiced, as outlined here.
I'll give our faults team a nudge for you, really sorry for the length of time this is taking to resolve.
Matty
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
Community Veteran
Posts: 489
Thanks: 39
Fixes: 2
Registered: ‎26-09-2015

Re: About your complaint....

I wondered why I'd got one,  although I think mine came more than eight weeks into the fault.  The email doesn't really add anything and certainly there seems no indication that Plusnet treats the fault with any greater urgency, the reverse if anything.
Community Veteran
Posts: 1,671
Thanks: 81
Fixes: 2
Registered: ‎17-06-2007

Re: About your complaint....

Well they've not updated my ticket......  Embarrassed
Community Veteran
Posts: 489
Thanks: 39
Fixes: 2
Registered: ‎26-09-2015

Re: About your complaint....

No.  It doesn't appear to be anything to do with actually addressing the fault,not any form of escalation.
Community Veteran
Posts: 1,671
Thanks: 81
Fixes: 2
Registered: ‎17-06-2007

Re: About your complaint....

But they implied they might actually do something:
Quote
I'll give our faults team a nudge for you, really sorry for the length of time this is taking to resolve.