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Is this a record?

jelv
Seasoned Hero
Posts: 26,786
Thanks: 990
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 (£14.40/month)
Mobile: iD mobile (£4/month)
6 REPLIES 6
Kelly
Hero
Posts: 5,496
Thanks: 375
Fixes: 9
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
Ex-Broadband Service Manager
Townman
Superuser
Superuser
Posts: 19,667
Thanks: 8,025
Fixes: 94
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.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Chris
Legend
Posts: 17,724
Thanks: 599
Fixes: 169
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:
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
jelv
Seasoned Hero
Posts: 26,786
Thanks: 990
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 (£14.40/month)
Mobile: iD mobile (£4/month)
Kelly
Hero
Posts: 5,496
Thanks: 375
Fixes: 9
Registered: ‎04-04-2007

Re: Is this a record?

Yep. It excludes the specialised pools though.  Embarrassed
Kelly Dorset
Ex-Broadband Service Manager
jelv
Seasoned Hero
Posts: 26,786
Thanks: 990
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 (£14.40/month)
Mobile: iD mobile (£4/month)