How can I add information to a support question?

[#1]

Plusnet Support have opened a question on my account, and the email I received says "You can follow the progress of this Question online and add information if you need to." When I click on "Review this Question" and log into my account, I can see the question, but there does not appear to be any way of adding information, so how can I do that? The email comes from donotreply@plus.net, so that is obviously not an option. 

[#2]

@david_n The option to add information to a question/ticket is towards the bottom left-hand of the visible screen, unless the format has changed since I last used it.

[#3]

Moderator's note(s):

Thread moved from Broadband to My Account/Billing.

[#4]

The option to add information to a question/ticket is towards the bottom left-hand of the visible screen, unless the format has changed since I last used it.

That's what I remember; there are two buttons - something like "my query has been answered" (which obviously closes the ticket) and "I need to add more information". Don't hit the wrong one!

Also: when you get to the screen that shows your tickets, bookmark it - that saves the mind-numbing hunt round the website to find it. I'd give you the URL, but I suspect the one I've bookmarked is specific to me. (And remember it involves a different username and password to this forum.)

[#5]

@jab1 Not on my screen - see screenshot attached

[#6]

Have you scrolled to the absolute bottom of the screen?

[#7]

@jab1 Yes - the only thing you can't see on the screenshot is the rest of the page footer, and there is nothing relevant there.

[#8]

OK, @david_n  - I suspect, after reading the agents comments, that this question is 'closed', so will not have a reply option anyway.

Although it does appear a little dismissive, what the agent says is correct.

If you want Community support, which is really your only option, can you give any details of your problem?

[#9 · Accepted solution]

@david_n 

This link might help https://www.plus.net/wizard/?p=search it allows you to search for previous questions, for me it states

"You currently have no open questions" but if offers a search for closed tickets. Hopefully it will give the status of your last question

HTH

[#10]

Looks to me as though that was posted as a 'closed' ticket, @Dan_the_Van .

[#11]

@jab1 

I was just offering advise on how to check the status of a question not questioning anyone's post and yes it probably has been closed. Hopefully the OP received an email to confirm closure.

[#12]

@Dan_the_Van Thank for that. You're right, the ticket has been closed (despite them not having fixed the problem). No, I didn't get an email telling me that it had been closed, just two telling me that it had been opened!

[#13]

@david_n As I said previously, the response on that ticket is essentially correct, but there are some on here who can offer advice - if you give us something to work on.

[#14]

@jab1 My problem is that I am currently getting an upload speed of about 0.3Mbps (normally more like 0.8), which means that every time OneDrive syncs a file of any size to the cloud, no-one can get any browser response for a while. I doubt that the Community can help with the line speed, unless someone here happens to be an Openreach engineer in the South Somerset area.

[#15]

OK, thanks for that. You are correct, no-one on here can help with that, and neither, to be honest can Plusnet. Upload speeds are not guaranteed, unlike download, and there is little anyone can do. What is the result from the 'Additional Diagnostic' tab on this report - https://speedtest.btwholesale.com/ ?