Bit lengthy, apologies in advance and thank you if you manage to read it all. The dates for phone calls are to the best of my memory, but I think are correct.
I currently have a ticket I originally logged on the 5th July (57325264) - nothing major, a wireshark capture for Secret World asking for it to be added to the traffic shaping setup as lag spikes cause some aspects of the game to be unplayable during peak times. Standard "thanks for your ticket" response on it, I waited for a while, and eventually rang asking for an update on a Saturday morning (14th July) as the last comment on the had been made on the 6th July. No update was available but a reminder was going to be pushed through. On Tuesday (17th) I rang again to chase, again no updates were available and a manager would ring me back with an update. Monday (23rd July) after no updates again I call once more, I am told on this call that the previous manager had to go on emergency paternity leave and that's why they hadn't contacted me (which I have no issue with, family before work always). This gent forwards the details on again, and raises a second ticket (57994653), which does get updates stating when the issue has been followed up (which I really appreciate). Finally on the 30th July I get a response on my original ticket stating I'd done it wrong and please do the capture again. Now I accept that I'd missed a step of the instructions (not having the application running before starting the capture - although this hasn't been mentioned on my previous game wireshark captures as an issue), and the file being wrong was my fault - but 24 days to get a response is appalling! There wasn't even an apology or any explanation for the delay. Anyway, I add a new capture the same day, and question why there was such a delay... and I'm still waiting. My second ticket has had responses (from Friday 3rd August most recently) stating when it's being chased up, and I really am grateful to be at least getting some response, but my original ticket still being around is ridiculous.
In favour of Plus net, the guys I have spoken to, especially the gent on my second ticket, have been very polite, friendly, helpful and apologetic for the delay. Also being able to view call stats before calling mean I'm not sat waiting in long queues with no idea how long I'll be left hanging is a real bonus. I've been a customer for a long time, recently moving home phone over too, mainly as the service up until this incident has been brilliant. However, as I'm sure anyone reading this can understand I'm really rather annoyed at this point.
I look forward to having an update soon.