PN Ticket Response Times

[#1]

Not sure whats happening lately but ticket responses from plusnet staff have somewhat gone down hill lateley , i replied to one of mine yesterday and i have still not had a response , when i first joined PN was always on the ball reponding within the time given , whats happened PN do CSC get to choose the tickets they respond to or are they automaticaly pushed to an available agent ?.

[#2]

Hi Mark,
The ticket you've raised most recently isn't one I'd base your concerns on.
It's a ticket that relates to one of our trials and Dave Tomlinson, who's been coordinating the trial, is currently on a weeks holiday.  It's not a ticket that the CSC would have visibility of.