Plusnet website down :(

Just had an email requesting I visit http://portal.plus.net/my.html?action=questions all I get is :-

"Website temporarily unavailable"

You'd think they know if their own site was down!

It's OK now.

We did know the site was going to be down, however the link you've quoted is probably part of a number of system generated messages that get sent (notification of a ticket response perhaps?)

I can't really think of a practical way for us to avoid that happening?

Best regards,

In reply to a post by bpullen:

I can't really think of a practical way for us to avoid that happening?

Perhaps it's something you could look into?

Not a problem on it's own, but with my questions being overlooked it just adds to the "pain".

In reply to a post by RobertoS:

It's OK now.

Site was back up, but no sign of any new questions, just my two awaiting Plusnet's replies.

Have you got one of the ticket IDs? I'll take a quick look for you if I get a spare minute ...

Rgds,

Post deleted by seb

In reply to a post by Dolly_The_Sheep:

[Don't be silly, they would need to let their right hand know what the left was doing!
[/quote]



Sorry: I thought Plusnet were the exception to the rule. Obviously my first impressions were wrong.

We do know when our website is going to be down: http://usertools.plus.net/status/archive/1329152818.htm

What we don't know is when the link is going to be clicked on!

Found the ticket. It was closed anyway; so perhaps another bug in the system? Emailing customers for answers to closed tickets.

52108338

Surprised you don't have backup servers in place!

Post deleted by seb

We have servers across multiple data centres, however when we're rolling out new content there can't be a mismatch across them hence the holding pages.

Righty-o. Cheers.

In reply to a post by hk11:

Found the ticket. It was closed anyway; so perhaps another bug in the system? Emailing customers for answers to closed tickets.

It's a closed contact documented a discussion following a call you made to us. Are you sure the email asks you to respond to the ticket or is it just pointing you in the direction of the ticketing system in case you need to get in touch?

Rgds,

In reply to a post by bpullen:

Are you sure the email asks you to respond to the ticket

"Subject: Plusnet - A Question has been raised on your account"

Suggests you require an answer to me.

Ahhh, a pet hate of mine!

It's kind of fallout from when we renamed 'tickets' to 'questions'. There were plans to revert this change but it's kind of in limbo at the moment.

This is combined with the fact that there's an option to email the customer that shouldn't be selected for closed contacts of this nature (but was on this occasion).

Apologies for the confusion.

Rgds,

Never mind. All just "waters down" my original problem which I'm hoping we will get to the bottom of.

I had hoped the "new" router would have solved things, but it appears to have just shifted the problem from connected but not receiving anything to disconnect and then re-connect.

Router has now been up for 17:05:04s so maybe the auto-retraining has reached a happy compromise? Just wish I understood what is actually happening.

In reply to a post by bpullen:

(but was on this occasion).

and again.

"You can reply to this message online"

2012-02-12 21:18:09 52061824 Closed Question View

Another nuance with a smidgen of user error I'm afraid.

Only tickets we raise can be closed (we can't close a ticket that you raise via the portal, only send it back to you).

This recent ticket was opened by us internally and closed by us where we should really have passed it back to you to close yourself.

It's not the most of intuitive of beasts I'm afraid so you may have to excuse the odd contradictory notification where a ticket is actioned slightly incorrectly. If we do ever embark on a project to improve/overhaul the ticketing system then its things like this that we'll certainly look at improving.

Rgds,

In reply to a post by bpullen:

Another nuance with a smidgen of user error I'm afraid.

In itself, not really a problem, but added to the fact that questions aren't getting addressed, it just "pours salt on the wounds".