Poor Response Time When Raising A Ticket!!

[#1]

Quote from: Minxymoo

How come you can get an answer straight away if you phone?  Is it different staff ?

Nope, same staff, but we have more staff assigned to answering the phones than we do answering tickets.

[#2]

Quote from: Mand

It often depends on what the query is about, tickets are directed to certain teams based on the subject and which bit of the Help Assistant they're raised from.

[me=jelv]wonders how many times we've asked for the user to be notified if the ticket just raised is in a queue for a department that works 9-5, Mon-Fri![/me]

[#3]

Quote from: jelv

[me=jelv]wonders how many times we've asked for the user to be notified if the ticket just raised is in a queue for a department that works 9-5, Mon-Fri![/me]

If we expect the ticket to take considerably longer than usual to respond to, then we do tend to state this (recent examples that spring to mind are marketing offers, and trials).

[#4]

Quote from: Mand

Quote from: Minxymoo How come you can get an answer straight away if you phone?  Is it different staff ? Nope, same staff, but we have more staff assigned to answering the phones than we do answering tickets.

Is this why the automated telephone system encourages you to report the issue online using the ticketing system?

[#5]

Hi all,
The telephone message, I believe, suggests to raise non urgent issues via the ticketing system.
The majority of people would prefer to talk to someone rather than raising a ticket, especially those who are less IT literate, so we'll generally have more people logged in to take calls than we assign to tickets.  However, on the other side of the coin, those working on nightshift will generally spend more time responding to tickets than they do in answering phone calls, merely for the obvious reason that there aren't many calls to answer.
The fact that some tickets are taking 16-24 hours to be answered isn't great and I'm sorry that this has happened.

[#6]

Quote from: Jameseh

The fact that some tickets are taking 16-24 hours to be answered isn't great and I'm sorry that this has happened.

If only tickets were actually responded to in 16-24 hours.  I have a ticket open (29206239, a fault that's been going for two and half months now without a fix) for which I've now been waiting two days for someone to respond.  I've had to chase it up *again* today.  Each time someone thinks it's fixed, it's taken a week for something to actually happen and someone try fixing it again.  without success so far.
I used to recommend plusnet to people because the support was good, the trouble is "was" seems to be the right tense.
Jon 

[#7]

Hi Jon,
I'm sorry that you've had to wait quite so long for an update.
I've just asked one of our home phone faults guys to pick it up.

[#8]

Quote from: Jameseh

Hi Jon, I'm sorry that you've had to wait quite so long for an update. I've just asked one of our home phone faults guys to pick it up.

James, thanks for doing that, however it seems that someone picked it up, assigned it back to the DSL faults pool, and it's being ignored there now.  25 hours without any apparent action.  Can you prod someone to actually do something about this please?
Thanks
Jon

[#9]

Jon - We passed your fault back to BT shortly after I posted in this forum.
They come back to us stating that they feel the fault is fixed, so I've asked them to run further diagnostics.  I take it that the problem is still ongoing?

[#10]

Quote from: Jameseh

Jon - We passed your fault back to BT shortly after I posted in this forum. They come back to us stating that they feel the fault is fixed, so I've asked them to run further diagnostics.  I take it that the problem is still ongoing?

Fixed?  By what possible definition is it fixed?  Who has their head in the sand?
How do I put this more clearly:  the problem is not fixed.  I'd give you a graph of what the connection has done since Tuesday but I can't because it's not working at all right now.
Like I said in the note I added to the call:
About 10am [Tuesday 10th July] we lost sync, and ever since then the line has been been very noisy again with the router connected (constant hiss, crackles, clicks, you can hear the router syncing). sync speed is back to what it was with the fault present - 160k at the moment. With the router disconnected it's possible to make voice calls. (with it connected there's too much noise.) the action of picking up the phone to make a call often causes broadband to disconnect.
Ever since the connection has been intermittent, and when it does connect it only runs at very very low speeds, typically 160k.
And why do I have to wait until 2pm Monday for someone to look at this again?
I hope you understand that I'm getting really frustrated because this has been a problem for approaching three months, during which I've not received the service for which I am paying, and every time someone claims to have fixed it it takes over a week for anyone to acknowledge that it's still a problem.
Jon

[#11]

Hi Jon,
You shouldn't need to wait until 2pm Monday.  I'll be happy to check it again later on this afternoon, at which point I'd expect BT to be asking for a repeat engineer visit.
BT saying the problem is fixed is common.  What that normally means is that they've done some diagnostic/remote checks on their systems/exchange and haven't been able to identify a fault without visiting.

[#12]

Hi Jon,
I don't have the benefit of seeing the earlier details of you problem - only the summary in the last few posts.  If, as you say, the 'noise' gets much worse once the router is connected, have you tried replacing the router with another?
I had similar problems with a BT Voyager 205 about 9 months back:  intermittent speed / performance;  frequent disconnects and ultimately lots of noise on the phone line.  I borrowed a 'spare' router from a friend and the fault just went away.  Replaced the 205, fault returned
Got a new Thomson 585 from Plusnet and been trouble free since.
Apologies if you have already been down this swapping out the router path.
Maurice

[#13]

Yeah, tried that.  And the phone. And removing all the internal wiring (permanently, but that's ok because it's not a real problem to put the router in the hall).  It's possible I have two broken routers, but I don't think so.  The router I'm using now was shipped by pn about six to eight weeks ago, it's a new TG585v7.  the phone is brand new too (we were planning to change it anyway).  the master socket is brand new (an engineer changed it just in case on one of the many visits we've had).
We had a broadband specialist engineer out last monday - the point he got to was swapping us to a different physical line from the streetbox to the exchange plus swapping out the protection fuse at the exchange. With just these changes (and absolutely nothing changed/touched at our end) everything worked perfectly for nearly 24 hours, before breaking again.  He was convinced that the router was fine - which it clearly was at that time.
My problem with pn is not that this fault is hard to fix, but that it takes a week to get someone off their backside every time someone does something.  So the timeline is roughly raise call, wait a week, engineer visits, problem not fixed, wait a week, engineer visits, problem not fixed, wait a week, engineer visits, problem not fixed, wait a week, engineer visits, problem not fixed, wait a week, engineer visits, problem fixed for 24 hours then breaks, wait a week...
Yes, if you add up the weeks it's a long time.  If you add up the engineer visits there are a lot.  But this is all the same problem, and it takes pn 24 hours minimum, usually longer and only when I call and chase, to pick up that I'm telling them it's still not fixed.
Perhaps expecting someone to listen to me is too much.
Jon
adie:quote

[#14]

What makes you think it is a BT line problem?
First take your router out of the equation,  plug you phone into the master socket, is it noisy?  only then can you say it is the line

[#15]

Jon,
I've fired your ticket back to BT a couple of times this afternoon.  Just waiting on them to confirm they wish to send out another engineer.
I completely understand your frustration on the amount of time that it has taken to fix and I'm very sorry for this.