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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!
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Not good  .
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.
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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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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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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
Previously - Virgin/NTL/Bell Cable, Crosswinds, IC24, FreeOnlineNet, X-Stream,
Totalise, Freeserve, Force9, TescoNet, AOL, Freenetname, Pipex, E7
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I've asked someone to take a look
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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.
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I'm getting nowhere with this. Can someone at Plusnet look into it for me?
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I find that complaints on Twitter are answered quickly by most companies because it embarrasses them.
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Someone looking at this now.
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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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