Ticket Response Times

A damn joke!!

"Current average response time:28 hours 12 minutes 30 seconds"

Wonder why my ticket is now towards two full working days of waiting. How I wish PN hadn't started chasing the 'budget' end of the market. I really wish I'd moved to Zen when I had the chance!

It is getting rather silly but then by the look of it there are more empty seats in the CSC than occupied so what can one expect. To deal with tickets you need staff and they appear to be thin on the ground.

I've yet to see 15 staff on the web cam at anyone time. You are so right when you say staff appear thin on the ground. I get the impression Plusnet isn't a company that treats its employees well.

well, I posted a ticket to request upgrade to "up to 8mb" at 1051 and the ticket was actioned at 0215!! No complaints about the service from me (given that all the reports I saw said it could be 3 days before these requests were even read!)

That was my experience entirely.

what gets me is your lucky to see more than 10 folks at any time of the day on the customer support cameras, but come dinner time the same people are sat there with sandwiches taking calls still..........

Beggars belief a company with so many customers as plusnet can treat staff so badly and get away with it.

Now all I have to do is wait and see how long the upgrade actually takes?!

I would class it as ticket no response times.

Your original question 7:06pm, Tuesday 1st August 2006
Your comment 11:32am, Thursday 10th August 2006
CSC Agent 7:21am, Saturday 12th August 2006
Your comment 10:38am, Saturday 12th August 2006
Your comment 12:38am, Thursday 17th August 2006
Your comment 9:36pm, Thursday 17th August 2006

So the response times indicated are complete tosh.