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No phone and poor Internet speeds and you've closed the ticket!

mapletree
Grafter
Posts: 644
Registered: 28-07-2007

No phone and poor Internet speeds and you've closed the ticket!

I've had poor Internet speeds for a while and last week my phone went dead too.  I am not very impressed since my ticket has been closed and tells me to start the whole process again.  See tickets 91284245 and 91027618.
9 REPLIES
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: 10-04-2014

Re: No phone and poor Internet speeds and you've closed the ticket!

Hi mapletree,
I have checked and I can see that both of the tickets are still open. One of them is with you, however the other one is due for us to be picked up today. I'll make sure that this happens and you get an according update.
Sorry for the inconvenience, but I can assure you that we're not at square one.
Matty
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
mapletree
Grafter
Posts: 644
Registered: 28-07-2007

Re: No phone and poor Internet speeds and you've closed the ticket!

Thanks for the quick response.
Quote from: MattyC
I have checked and I can see that both of the tickets are still open. One of them is with you,

If there is anything more you need from me it is not clear what.  I am happy to supply extra information.
Quote
however the other one is due for us to be picked up today. I'll make sure that this happens and you get an according update.
Sorry for the inconvenience, but I can assure you that we're not at square one.

Thanks but why does it say:
Quote
"The broadband fault has been closed by the supplier. Should problems re-occur, please restart the Broadband Fault Checker."

on the ticket?
Superuser
Superuser
Posts: 11,334
Thanks: 2,759
Fixes: 22
Registered: 22-08-2007

Re: No phone and poor Internet speeds and you've closed the ticket!

As for the last question, BTOR saying the problem is closed and PlusNET agreeing with that and passing closure back to you are two quite different things.
Sadly BTOR closing problems unresolved is a bit too common.
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: 10-04-2014

Re: No phone and poor Internet speeds and you've closed the ticket!

It seems that it has been closed by our suppliers thinking that the situation has resolved.
As long as you have confirmed to us that it's not resolved (which you have on the ticket), then we will endeavour to retrieve a legitimate fix.
I have passed your account onto our faults team to re-raise the issue for you.
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
mapletree
Grafter
Posts: 644
Registered: 28-07-2007

Re: No phone and poor Internet speeds and you've closed the ticket!

Internet connection is going up and down now.  I hope this is a sign of some repair work going on.
And I've just received a cold call so I know the phone's working again!
hillyfields123
Grafter
Posts: 148
Thanks: 2
Registered: 16-09-2014

Re: No phone and poor Internet speeds and you've closed the ticket!

Every cloud has a silver lining Grin
mapletree
Grafter
Posts: 644
Registered: 28-07-2007

Re: No phone and poor Internet speeds and you've closed the ticket!

Any ideas why there's been no response to my ticket since Wednesday?
Superuser
Superuser
Posts: 11,334
Thanks: 2,759
Fixes: 22
Registered: 22-08-2007

Re: No phone and poor Internet speeds and you've closed the ticket!

Have you been updating that ticket?
If yes, then don't - there is a known issue with user updates delaying PlusNet responses.
mapletree
Grafter
Posts: 644
Registered: 28-07-2007

Re: No phone and poor Internet speeds and you've closed the ticket!

I updated my ticket after the BTOR engineer visit to inform them that speeds are still not good, but I haven't added anything since then.  For some reason my last comment appeared on the ticket twice but I don't know why.