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Standard User LFa
(newbie) Wed 26-Dec-12 10:01:34
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Is there anyone at Plusnet?


[link to this post]
 
I raised a ticket (63535929) on 19 Dec, one week ago. The website shows "average closure time" for tickets to be 11hrs 44mins.

Despite three reminders I still haven't had a resolution. This morning I received the following message - "We would like to inform you that your Help Assistant Question [ 63535929 ] has now been returned to the CSC - RTC Escalations COT USE ONLY pool. A member of our Support Team will investigate your issue as soon as possible."

I know its Boxing Day today but I asked this question on 19 Dec, for goodness sake!
Standard User RobertoS
(sensei) Wed 26-Dec-12 13:48:44
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Re: Is there anyone at Plusnet?


[re: LFa] [link to this post]
 
Not good frown.

Just a thought though. Plusnet apparently have a system whereby any update to a ticket sends it to the bottom of the queue. So if you reminded them by updating the ticket, that could have contributed to the delay.

My broadband basic info/help site - www.robertos.me.uk | Domains,website and mail hosting - Tsohost.
Connection - Plusnet Extra Fibre (FTTC). Sync ~ 54.0/14.9Mbps @ 600m. - BQM

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.
Standard User broadbandjockey
(member) Wed 26-Dec-12 14:18:51
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Re: Is there anyone at Plusnet?


[re: LFa] [link to this post]
 
There must be someone there today, I've just received a text message from them, saying my Direct Debit details for my forthcoming migration are still not processed (well no !, they won't be) and inviting me to enter my Credit/Debit Card details to speed things up (if I want to)


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Standard User hk11
(fountain of knowledge) Wed 26-Dec-12 16:01:02
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Re: Is there anyone at Plusnet?


[re: RobertoS] [link to this post]
 
In reply to a post by RobertoS:
Plusnet apparently have a system whereby any update to a ticket sends it to the bottom of the queue.


I must say, they do reply to tickets, even if the reply isn't related to the question.

Was it a fault requiring a third party, such as BT to assist?


Keef- Dartford Kent UK - Plusnet via Siemens Gigaset SE587
My Broadband Speed Test
Previously - Virgin/NTL/Bell Cable, Crosswinds, IC24, FreeOnlineNet, X-Stream,
Totalise, Freeserve, Force9, TescoNet, AOL, Freenetname, Pipex, E7
===========
ISP Representative KellyD
(isp) Wed 26-Dec-12 16:25:44
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Re: Is there anyone at Plusnet?


[re: hk11] [link to this post]
 
I've asked someone to take a look

Kelly Dorset
Plusnet
Service Status :: RSS :: Email
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User LFa
(newbie) Thu 27-Dec-12 11:06:49
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Re: Is there anyone at Plusnet?


[re: KellyD] [link to this post]
 
I'm not happy. I've now been given three different prices for the unlimited upgrade and it turns out they didn't record my original telephone conversation. They are now investigating it apparently.

I raised this on 19 Dec, remember. It is now 27 Dec. Someone needs to pull their finger out.
Standard User LFa
(newbie) Thu 27-Dec-12 16:32:51
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Re: Is there anyone at Plusnet?


[re: LFa] [link to this post]
 
I'm getting nowhere with this. Can someone at Plusnet look into it for me?
Standard User prado
(newbie) Thu 27-Dec-12 16:45:07
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Re: Is there anyone at Plusnet?


[re: LFa] [link to this post]
 
I find that complaints on Twitter are answered quickly by most companies because it embarrasses them.
ISP Representative KellyD
(isp) Thu 27-Dec-12 16:45:52
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Re: Is there anyone at Plusnet?


[re: LFa] [link to this post]
 
Someone looking at this now.

Kelly Dorset
Plusnet
Service Status :: RSS :: Email
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User RobertoS
(sensei) Thu 27-Dec-12 17:08:12
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Re: Is there anyone at Plusnet?


[re: LFa] [link to this post]
 
Is it the price of the package you are asking them about, or the possible one-off cost of doing the upgrade? What are you on at the moment, and is the line rental involved in the question?

My broadband basic info/help site - www.robertos.me.uk | Domains,website and mail hosting - Tsohost.
Connection - Plusnet Extra Fibre (FTTC). Sync ~ 54.0/14.9Mbps @ 600m. - BQM

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.
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