PN increase reply time to tickets - upto 48 hrs

npr · ‎21-01-2013

Quote from: Anotherone
The Target closure time for Faults is 7 days.

Really?

That's unrealistic if the fault needs a BT visit.

ITWorks · ‎05-11-2008

Quote from: Chris
Good spot, I've flagged this internally as on one page it says 48 and another 24.

Quote from: pwatson
So which one is right Chris?

Quote from: Chris
That's one of the things I've flagged up.

Any update on this?
Regards
Mike

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

plusnettony · ‎24-07-2014

I believe it to be 48 hours, and the difference has been raised by Chris.

If this post resolved your issue please click the 'This fixed my problem' button

Tony T
Plusnet Help Team

MauriceC · ‎10-04-2007

The change in expected Ticket response time out to 48 hours coupled with severe restrictions on use of the Ticket system in favour of a part time 'Chat' indicates that Plusnet has now exposed a longer term objective of removing support altogether.
Looks very much like an Accountant led management response to an engineering problem.

Perhaps the next move will be to 'paid for'. support? I expect that option to be very popular

Maurice

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Anotherone · ‎31-08-2007

They'll be getting rid of the forum next Maurice

We'll all have to go to TBB and curse Plusnet over there

Strat · ‎14-04-2007

I'll be out of a job and I need the income

What am I talking about....I don't get any income

Windows 10 Firefox 109.0 (64-bit)
To argue with someone who has renounced the use of reason is like administering medicine to the dead - Thomas Paine

Townman · ‎22-08-2007

@Maurice
+1
It would be so simple for PlusNET management to come here and say that all of us doom Sayers are totally wrong and that there is indeed a plan to listen to our concerns.
Until that happens, one has to presume we are not mistaken. I know it's not quite correct to tell customers, they are wrong, but PlusNET, I give you permission, indeed I invite you to tell me I'm wrong, only if of course if what we are saying is not the truth.
Kevin

In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.

spraxyt · ‎06-04-2007

Listening to concerns is already in place. Acting on those concerns however is a different matter.
David

David

Townman · ‎22-08-2007

David,
Yes, as I posted I consider the gap between listening and acting and embarressingly could not be bothered to alter the post....
Kevin

In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.

Anon · ‎16-04-2007

Listening with their deaf ear, no doubt.
Perhaps they will leave the forums and then tell us it is their support network. Sort it out for yourselves, we don't know how to anyway, they will say!

Whatever happens always remember "We will do you
.........................proud" say Pnet.

ITWorks · ‎05-11-2008

Quote from: plusnettony
I believe it to be 48 hours, and the difference has been raised by Chris.

If that's the case , is anyone going to be bothered to make the change on this page ?
http://portal.plus.net/supportpages.html?a=212
Regards
Mike

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.