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Question (ticket) handling issue.

Apprentice
Grafter
Posts: 614
Registered: 04-11-2008

Question (ticket) handling issue.

What's the latest number of hours/days to wait for a reply just now?
Question handling stats are not updated as can be seen from attachment

Is it quicker using social media these days e.g. Twitter?
5 REPLIES
Apprentice
Grafter
Posts: 614
Registered: 04-11-2008

Re: Question (ticket) handling issue.

Update
My question/ticket was replied to for the first time this afternoon at 5.28pm, 46 hours later from raising it.
dippo
Newbie
Posts: 7
Registered: 31-07-2014

Re: Question (ticket) handling issue.

I've just been told on Live Chat that PN are allowing 3 days to respond to tickets. When I suggested that they should let customers know this, as it can be a key factor in advising available dates for engineer visits, the advisor agreed with me, and said they should ask people to respond to those requests on Live Chat.
But they don't.
domino211998
Dabbler
Posts: 13
Registered: 21-10-2014

Re: Question (ticket) handling issue.

Hah, you think 46 hours is bad?
Reported mine on Friday 15th, it's now Wednesday 20th, and not even a single reply. They'll reply 'soon' though, so it's okay!
Plusnet Help Team
Plusnet Help Team
Posts: 13,317
Thanks: 221
Fixes: 65
Registered: 27-04-2007

Re: Question (ticket) handling issue.

@domino211998
One of my colleagues is picking this up right now.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Community Gaffer
Community Gaffer
Posts: 17,646
Thanks: 640
Fixes: 162
Registered: 05-04-2007

Re: Question (ticket) handling issue.

It's also worth noting that the estimates on that page don't include fault tickets:
These question handling stats relate to questions directed at our front-line support team. More complex issues, fault investigations and issues that require the help of other departments within the business may take longer to turnaround.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff