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How to get a response for a raised ticket?

Jon74
Hooked
Posts: 7
Fixes: 1
Registered: ‎16-08-2016

How to get a response for a raised ticket?

Last Friday I raised a ticket as my broadband kept dropping out and still nothing back from anyone at plusnet, I updated it 3 more times but still nothing.

Do plusnet not bother answering questions anymore?

 

10 REPLIES 10
alanf
Aspiring Pro
Posts: 1,931
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Registered: ‎17-10-2007

Re: How to get a response for a raised ticket?

I don't know if it is still the case but I seem to recall that it was reported that updating one's own ticket put it to the back of the queue. Madness.

Oldjim
Community Veteran
Posts: 38,460
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Registered: ‎15-06-2007

Re: How to get a response for a raised ticket?

it isn't and hasn't been for ages

Chris
Legend
Posts: 17,724
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Registered: ‎05-04-2007

Re: How to get a response for a raised ticket?

Unfortunately you've raised a standard support ticket, not a fault (which doesn't excuse the delay in replying) however we'll need this reporting as a fault at https://faults.plus.net - if you let me know when you've been through and reported it I'll make sure we pick this up asap.

Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
Chris
Legend
Posts: 17,724
Thanks: 599
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Registered: ‎05-04-2007

Re: How to get a response for a raised ticket?

 

There were quite a few disconnections showing Thursday - Monday, but very few since. The actual line stats themselves look good without any problems.

 

Are you still experiencing any problems with your service?

 

Upstream Link Info

Loop Loss Loop Loss Add Text SNR Margin Errored Seconds HecErrors Cell Count Speed
6.5   28.6 0 0 1460596579 448

Downstream Link Info

Loop Loss Loop Loss Add Text SNR Margin Errored Seconds HecErrors Cell Count Speed
8.5   6.5 0 0 356797250 7808
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
Jon74
Hooked
Posts: 7
Fixes: 1
Registered: ‎16-08-2016

Re: How to get a response for a raised ticket?

Hi

its been okay since Monday, but has a history of dropping out especially over weekends.

its always a but random.

 

i will keep an eye on it and report it in the correct place next time.

 

thanks

jon 

Jon74
Hooked
Posts: 7
Fixes: 1
Registered: ‎16-08-2016

Re: How to get a response for a raised ticket?

One other thing I want to mention.

 

its not easy to navigate the PlusNet website to find the right place to report faults, you can end up going round in circles, it looks like you are hiding it.

 


 

 

 

 

 

hitchhiker43
Aspiring Pro
Posts: 200
Thanks: 29
Fixes: 4
Registered: ‎06-07-2016

Re: How to get a response for a raised ticket?

Actually I can see one problem with this guy's stats and that's in his uplink! Its running unreasonably slowly at just 448Kbps given it has an snr of 28dB? could be 26 cant see the post now but huge! Give this guy some more uplink bandwidth and improve his service Smiley

Tp-link W8960n on longgggggggg line!
RealAleMadrid
Aspiring Hero
Posts: 2,111
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Registered: ‎07-07-2009

Re: How to get a response for a raised ticket?

That's the normal upstream speed for a 20CN ADSLmax service which I assume the OP is on. It can't be raised except by paying a lot extra ( around £8 a month) for Max Premium which I'm not sure is available on consumer products now.

Chris
Legend
Posts: 17,724
Thanks: 599
Fixes: 169
Registered: ‎05-04-2007

Re: How to get a response for a raised ticket?

That's the normal upstream speed for a 20CN ADSLmax service which I assume the OP is on. It can't be raised except by paying a lot extra ( around £8 a month) for Max Premium which I'm not sure is available on consumer products now.

This is correct, the OP is on 20CN so the upload speed is correct. It can be uncapped for an additional £7.83 per month if needed.

Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
hitchhiker43
Aspiring Pro
Posts: 200
Thanks: 29
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Registered: ‎06-07-2016

Re: How to get a response for a raised ticket?

Sorry my mistake, didn't realize that subtle difference between 20/21CN, I am the latter.

Tp-link W8960n on longgggggggg line!