Support Question not actioned for a week
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Support Question not actioned for a week
23-08-2014 9:00 PM
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How do I go about raising a complaint? Request a refund for a service I'm paying for but not receiving?
Graham
Re: Support Question not actioned for a week
23-08-2014 9:06 PM
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This is the right place for escalation, however the forums are not manned again by PlusNet staff until Tuesday, this being a Bank Holiday weekend.
Kevin
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Support Question not actioned for a week
23-08-2014 9:19 PM
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Graham
Re: Support Question not actioned for a week
24-08-2014 2:08 PM
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You could call the support desk - that is open 24x7 but can get very busy due largely to the volume of issues from BTOR. I've found the best time to call is around midnight!
Kevin
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Support Question not actioned for a week
26-08-2014 9:17 AM
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I've had a look at your account and I'm sorry to hear that your BT Sport isn't working. My colleague tried to call yesterday but unfortunately they couldn't reach you. Can you either come back on here and confirm if it's now working or on the ticket here? - 89835680
Re: Support Question not actioned for a week
26-08-2014 1:25 PM
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Updated the ticket but this seems to get quicker results so I'll update this too.
No, nothing al all has changed, same error message.
And I'm not sure what number your colleague tried to ring me on. Certainly wasn't my mobile (which is what you should be using) as there's no missed calls or VM on it.
Graham
PS as I've now been without this service for 3 weeks, will you still be charging me for it?
Re: Support Question not actioned for a week
26-08-2014 2:03 PM
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I've just had a chat with a couple of guys who deal with the BT Sport orders. Would you be able to get a copy of the error message you're seeing to us?
This will show us exactly what's not working as it should so we can get this sorted for you.
Re: Support Question not actioned for a week
26-08-2014 2:31 PM
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Re: Support Question not actioned for a week
26-08-2014 5:10 PM
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Re: Support Question not actioned for a week
26-08-2014 5:40 PM
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Graham
Re: Support Question not actioned for a week
27-08-2014 10:34 AM
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Yep, definitely. If you have any queries just give us a shout on here and we'll do our best to help!
Re: Support Question not actioned for a week
27-08-2014 2:21 PM
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Quote from: VFRHawk won't bother with the ticketing system next time, seem to get much better answers on here.
Graham
Hi Graham
I wouldn't recommend that as the sole tactic to get problems fixed. The forum is only monitored by PN during week day office hours and I've found my issues always wait for the office to close before appearing.
You can still use the forum but I would then place a support ticket if a response was not forthcoming. You can always add the number to the forum post for the PN staff to see.
And a formal ticket helps if you have to issue a complaint against PN.
George
Re: Support Question not actioned for a week
16-11-2014 1:57 PM
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Getting heartily sick of this.
Graham
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