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Standard User Peterx14
(committed) Tue 11-Jun-13 10:38:23
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How long should I wait for support ticket reply?


[link to this post]
 
Hi all,

I posted question re VAT invoicing on the Plusnet site last Wednesday evening (ticket #70417381) and I'm fairly certain it said questions were being answered in 8 hours.... but I'm still waiting.

Should I follow this up on the plusnet community forum thing? (I'd have to register... hence posting here first!)

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Plusnet Unlimited Fibre Broadband and calls
Standard User professor973
(committed) Tue 11-Jun-13 10:46:57
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Re: How long should I wait for support ticket reply?


[re: Peterx14] [link to this post]
 
Nothing's changed at PN since I was with them then. In those days, an advised response time of 11 hours resulted in them being chased after 24 hours. Still backed to the hilt here though.

The difference between genius and stupidity is; genius has its limits.
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Standard User WWWombat
(fountain of knowledge) Tue 11-Jun-13 10:55:05
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Re: How long should I wait for support ticket reply?


[re: Peterx14] [link to this post]
 
PN tickets used to suffer a quirk (a very annoying quirk) that would put your ticket on the back of the queue again if you added something extra to it. So don't be tempted to keep adding things.

But the PN forums can help trigger a response. It'd be worth registering there anyway.


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ISP Representative chrisparr
(isp) Tue 11-Jun-13 11:05:10
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Re: How long should I wait for support ticket reply?


[re: Peterx14] [link to this post]
 
These type of questions aren't dealt with by the normal support teams, so it'll be longer than the usual average response time (plus the team that does respond doesn't work over the weekend). Since last Wednesday is far too long for this type of ticket though, I'll get it chased up now.

Chris Parr
Plusnet Support Team
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The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User Peterx14
(committed) Tue 11-Jun-13 13:39:31
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Re: How long should I wait for support ticket reply?


[re: chrisparr] [link to this post]
 
Thanks Chris!

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