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Out of hours support

dankek
Newbie
Posts: 3
Registered: 23-10-2015

Out of hours support

The ticket system's submit button seems to have disappeared, the live chat is seldom available, and the support phone lines are time-limited (and optimized for people who don't have jobs). How can I get a support request in at 11 o'clock at night? It would be nice to drop a ticket in when it's convenient for me, and then have someone pick it up the next day without me needing to worry about making the time for a call.
5 REPLIES
Community Veteran
Posts: 26,543
Thanks: 786
Fixes: 9
Registered: 10-04-2007

Re: Out of hours support


dankek wrote:
How can I get a support request in at 11 o'clock at night?

You can't unless it is to raise a fault which can be done online at any time.

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)
dankek
Newbie
Posts: 3
Registered: 23-10-2015

Re: Out of hours support

I don't suppose being on the wrong internet plan (service provided not matching what I pay for) counts as a fault? I'm not making a generic "they're slow" complaint, I mean I'm pretty much certain that I've been set up with a different plan to the one I asked for.
Community Veteran
Posts: 26,543
Thanks: 786
Fixes: 9
Registered: 10-04-2007

Re: Out of hours support

Run the further diagnostics part of the BT speed test to see what your up and down IP Profiles are.

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)
Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: Out of hours support

It looks like the order has completed on the wrong speeds, I'll get an order correct to fix that and confirm when this will complete shortly.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: Out of hours support

 Sorry for the error, you should start seeing an improvement tomorrow in your speeds.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff