Cannot find details of reported fault

[#1]

Hi there, I initiated a fault report using a text message. Engineer visited today and I was able to log into my account and see a notification. I added a comment but cannot get back to the same screen. How do I find a list of support calls and/or view the current one? There is an outstanding question I'd like to follow up on

[#2]

@JohnFol1 Try this link to view your tickets:  https://www.plus.net/member-centre/login?p=search

[#3]

That gives me "your bills", "your products", " your contract" plus "we have an offer for you" that links to an expired offer. No details of any support tickets...

[#4]

Do you have a banner on your Member Centre 'home' page about an open ticket? If not, then there are no tickets to which you can reply.

I'm unable to check further for you, as I am no longer a PN customer - maybe someone who still is could help?

That was an old link - maybe it no longer works.

[#5]

There was no option even when ticket open, just spotted a notification... I must be missing something obvious...

[#6]

You will have to wait until someone else replies - as an ex-customer there are many areas I cannot access, and haven't needed to for the past 2.1/2 years.

[#7]

@JohnFol1 if you login to the member centre first and then use the link https://www.plus.net/wizard/?p=search that should allow you to look at both open and closed tickets

@jab1 thanks for trying to provide the link

[#8]

That link works. It seems to be a one way update rather than something I can re-open or add comments to.

[#9]

If the question is 'closed' you cannot add to it.

[#10]

@JohnFol1 Whether you can update a ticket depends on its 'status.

If its an open ticket, if you click the 'view' and scroll down to the bottom is there not an 'i need to add more details' link?

As @jab1 says , if its closed , you cant add to it

[#11]

So how do I get it reopened as it's not resolved? Or how do I raise a new ticket where I can add a reference in i.e. not using a text message as there's no option to add details?

[#12]

@JohnFol1 I'm afraid there's no longer any way for customers to raise 'tickets' 🙄

If the fault still exists then I'm afraid you need to contact support either by phone or use the text message facility again.

[#13]

@JohnFol1 I have rejected it and pushed it back to Openreach for you. I hope that helps.

[#14]

Nope, that doesn't help....

Engineer recommended getting a replacement modem hence the comments in the original ticket. The question is to Plusnet.....

Please cancel the ticket and advise

[#15]

Engineer recommended getting a replacement modem

@JohnFol1 i'd take that with a large pinch of salt! OR engineers all too often blame the modem/router when they can't (or can't be bothered to) find any other fault. In my experience routers rarely deteriorate, yes they fail, but its a complete failure (usually of the PSU). Older routers may well give poorer wifi performance but in terms of dropping or losing connection they are really little worse than recent ones.