One of mine was replied to (by me) on the 17th, and closed on the 21st... I don't think any amount of bumping would have solved that - it doesn't seem they've gone for a normal "inactivity" period and fired them off seemingly at random. Really not at all impressed by this latest farce.

Here is the answer from PUG and even wildmind seems to be getting frustrated with PN. What chance do PN have if even the most ardent supporters are starting to feel this way?

In reply to:

---

PlusNet ran a query to close down a load of old tickets (about 3000) that were to do with DACS removals. HOWEVER - in the process they also closed up to an additional 400 that shouldn't have been closed.

Action is being taken to try and pick up the issues but users with closed tickets will need to open new tickets (and yes - that does mean going to the back of the queue and joining the wait for a response... I know... I can hear the screams now!)

Personally - I'm stunned at yet another cock-up... especially one like this Seems to be that it's just "The PlusNet Way" these days

---

Seems to me a perfect solution to bring the backlog down a bit. Personally I am so sceptical about PN now that I wonder if they will "accidentally" delete all open tickets so that people will have to start afresh with new tickets and hey presto, no more backlog.

It seems that no amount of bumping is going to prevent your ticket from being closed in this way because it's on an automatic system which relies on Plus.net responses rather than the end users'.

Yes, you did mention it before.

Obviously, with the benefit of hindsight, I would do this now.

However, at the time, I had no reason to, because I simply didn't believe they'd close the ticket on me, when the status showed it was awaiting action from them.

It's simply ridiculous that you have to add some sort of inane comment every couple of weeks, just to make sure they don't close it. They shouldn't be closing it at all, when they haven't fixed it, and haven't had permission from me.

T.

Quite right!

It's probably part of their strategy to ensure that stats relating to calls logged vs calls actioned looks better, but that's the first time I've seen a support system which closes calls without at least attempting to contact the client in some manner.

In reply to:

---

It's probably part of their strategy to ensure that stats relating to calls logged vs calls actioned looks better, but that's the first time I've seen a support system which closes calls without at least attempting to contact the client in some manner.

---

Do not consider this to be deceitful, and a deliberate attempt to fob off the paying customer?.

Not directly, no. I don't think any company would willingly do that if they could wave a magic wand. I think it's more that strategical and operational decisions are making it this way by the reduction in tech support.

Whatever the reason, the end result is that customers are feeling that they are being fobbed off. How many times does PN need telling that customers are asking for the ability to speak to someone on the phone?. Whatever happened to the 0870 50ppm phone, they could have made a fortune on that

The premium rate number is turned off at the moment because there is an issue with customers being charged for calls not answered. The problem appears to be related to some incompatability between the BT ISDN30 lines and Telewest who provide the backhaul for Plusnet. In these circumstances Plusnet did the right thing in turning off the line until this problem has been sorted out.

Thanks, that answers that question. How about the other point raised?.