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Is this a record?

Community Veteran
Posts: 26,692
Thanks: 916
Fixes: 10
Registered: 10-04-2007

Is this a record?

Ticket raised Wednesday 13 Feb 2013
Several updates back and forward with last response from Plusnet Monday 15 Feb 2013 to say it was being investigated.
Further updates added by me (with requested wireshark captures) up to Wednesday 3 Apr 2013
Then nothing until out of the blue today a response from Plusnet (I was wondering if it would get to a full year waiting for a response)
That's 9 months waiting for a response.
What this does highlight is that the Plusnet ticketing system does not have anything to check that tickets have been forgotten - perhaps a check run weekly.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
6 REPLIES
Community Gaffer
Community Gaffer
Posts: 5,258
Thanks: 547
Fixes: 5
Registered: 04-04-2007

Re: Is this a record?

This is my teams fault.  (Not general customer support) We haven't been keeping on top of them.    Chris Parr is having a look to work out what's gone wrong.
Kelly Dorset
Broadband Service Manager
Superuser
Superuser
Posts: 12,208
Thanks: 3,525
Fixes: 22
Registered: 22-08-2007

Re: Is this a record?

Kelly,
There is nothing like bellying up to the truth and taking it on the chinn.  Respect!
Just hope Chris ensures it can never happen again.
Community Gaffer
Community Gaffer
Posts: 17,655
Thanks: 648
Fixes: 162
Registered: 05-04-2007

Re: Is this a record?

It's in a specialised ticket pool that only has 1 other ticket (recently updated) in there, and there's only 1 very small team that pick those tickets up. Cricket bat has been applied where required :mand:
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Community Veteran
Posts: 26,692
Thanks: 916
Fixes: 10
Registered: 10-04-2007

Re: Is this a record?

Shouldn't there be something that goes across ALL pools and reports any tickets where the last activity was more than (say) a month old as a safety net?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Community Gaffer
Community Gaffer
Posts: 5,258
Thanks: 547
Fixes: 5
Registered: 04-04-2007

Re: Is this a record?

Yep. It excludes the specialised pools though.  Embarrassed
Kelly Dorset
Broadband Service Manager
Community Veteran
Posts: 26,692
Thanks: 916
Fixes: 10
Registered: 10-04-2007

Re: Is this a record?

Quote from: Kelly
Yep. It used to exclude excludes the specialised pools though.   Embarrassed

Hopefully?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)