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Fault Response Times increase yet again

Superuser
Superuser
Posts: 1,878
Thanks: 466
Fixes: 7
Registered: ‎05-11-2008

Fault Response Times increase yet again

On the 27th of last month this was posted 

We've made progress on our response times to fault reports but these still may be 5 working days for a reply.


Although some faults are still taking longer than we’d like to respond to, we’re now replying to the majority in under 3 days.

We'll keep you updated on any changes to this.

Kind Regards,

Customer Support

Response times  for the majority was under 3 days, Now it seems given the latest posting the response times for the majority is back up to 5 days just one week later 

 

We're continuing to work on bring the fault response times down, all faults should be responded to within 5 days.

We'll keep you updated on any changes to this.

Kind Regards,

Customer Support

@Chris how are you continuing to work on bringing the fault times down ? if a week ago the majority was answered in under 3 days now its within 5 days, ( no mention of under 3 days anymore) that is an increase in response times for the majority from a week ago. ?

Regards
Mike 

Mike
2 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,666
Thanks: 659
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Registered: ‎05-04-2007

Re: Fault Response Times increase yet again

No, there were still some over 5 days last time. This time I've been advised that there aren't.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Superuser
Superuser
Posts: 1,878
Thanks: 466
Fixes: 7
Registered: ‎05-11-2008

Re: Fault Response Times increase yet again

I see , although a bit confusing, as the message posted in the  service status thread on the 27th did not say that there was any over 5 days:

"We've made progress on our response times to fault reports but these still may be 5 working days for a reply"
https://community.plus.net/t5/Service-Status/Fault-Response-Times/m-p/1380375#M133

I assume the majority are still been answered in under 3 days ? 

Mike