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Response time for new query

198kHz
All Star
Posts: 3,314
Thanks: 315
Fixes: 9
Registered: 30-07-2008

Response time for new query

Quote
Your question is now with our Support Team
We'll be in touch when your answer is ready.
At the moment we're averaging a response time of 13 hours 46 minutes 19 seconds for new queries.
If our Support Team need to contact another department or 3rd party then we may take longer to respond.

I had the impression lately that things were improving in this regard - obviously I was mistaken.  Sad
Remeber you are unique - just like everyone else
9 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: Response time for new query

That figure has increased as I've made sure we're now including more ticket pools (places where tickets go for CSC to work on) than we used to, these include some additional pools which generally take longer to pick up.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Community Veteran
Posts: 1,112
Registered: 30-07-2007

Re: Response time for new query

I have a ticket that has been escalated and it has been 2 days now and it is a fairly simple request.
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Response time for new query

Can't see that on the account linked with your forum username? Happy to get it chased up if you could provide the ID, if only to check on it and make sure there's nothing odd going on if that's alright?
Community Veteran
Posts: 1,112
Registered: 30-07-2007

Re: Response time for new query

That would be great. The ticket is raised on behalf of an account I administer. #72286984
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Response time for new query

Thanks for that, I've given the team a nudge and it'll be picked up shortly. If left it might not have been picked up today as that team are very busy at present, but I'd have been very surprised if you'd had no reply tomorrow.
Community Veteran
Posts: 1,112
Registered: 30-07-2007

Re: Response time for new query

Thanks for that Matt.
nakop
Newbie
Posts: 8
Registered: 12-07-2010

Re: Response time for new query

I also have a ticket raised which after almost 48 hours I have not heard anything back, would be most appreciative if someone could chase up for me please. 
Thanks!
Ticket number is:
#72302377
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: Response time for new query

Faults tickets do take us longer to respond to initially at the moment, your connection is dropping a lot. Are you currently connected into the master socket with your router?
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
nakop
Newbie
Posts: 8
Registered: 12-07-2010

Re: Response time for new query

yes connected to the master socket.  Nothing has changed at all from my end.  Been running fine since I had a similar fault sometime last year.