Hi All,
First off, let me offer our apologies for the delays you've seen with the support ticket system. At present we're working to reduce the ticket response times however this year has been a challenging one with regards to nation wide issues as well as the odd outage internally and the increased interest in new technologies such as Fibre which have placed additional stresses on the support ticket system.
As a business we do try to forecast the requirements for support staff bi-annually however some of the nation wide issues have really tested the number of heads we require to keep the response times within 24 hours. We could well have pushed an additional recruitment drive for staff however this can and does end up causing more damage than good.
At present we're working hard to deliver a lot of new automated systems which will allow us to free up resource to answer calls and respond to support tickets so we should start to see these benefits over the latter half of this year. In the meantime. We aren't resting on the delivery of this new automation and have been busy recruiting and training new support staff in both the Sheffield and Leeds call centres along with offering our current staff overtime in order to pull all response times back on target.
With regards to "closure" times, this is a target to have the issue picked up, dealt with an resolved and doesn't link to just having a ticket closed off without resolution.
@Steevo - Your query sounds like one we recently saw on Twitter where the message "The broadband fault has been closed by the supplier. Should problems re-occur, please restart the Broadband Fault Checker." was quoted as the ticket being closed off without reason however this message actually means that we have been notified by BT that they have closed the fault that we have raised with them, the ticket actually remains open in this scenario.
Ideally this wouldn't be closed by BT if the issue is still ongoing however we do see this from time to time and we then have to re-open a fault with them to continue to investigate the problem.
I haven't been able to find your account as I believe you may have switched your account over to a new one with us and I can only find your old account however I would hope that the chap you spoke with on the phone has re-raised this for you if the issue is still ongoing.
@Grizzly - From looking at your account it appears that the ticket was raised and hit some testing errors which were then rectified by the automated system however you added comments each day following this which has halted the faults checker by passing the ticket to the back of the queue each time that additional information is added to it. This is an issue that we're aware of and hoping to get fixed soon so in the meantime, I've given the ticket a nudge forward for you so you should start seeing action on this over the course of today.
Moving forward, if you're able to leave the ticket in the testing phase without adding comments, the faults team will pick this up and come back to you with questions at set intervals.
To summarise over the main query of this thread, we are aware of the delays in updating support tickets and we're working hard to drive these back down below 24 hours. In the meantime, we're very sorry for the delays you're seeing at the moment and we apologise for the inconveniences this has caused.
