Ticket response time 26 hours 44 minutes 54 seconds
As I said
When I look around the forums and see how many issues the Digital care team are trying to keep a finger on at the same time it is inevitable that sooner or later things will slip by.
As a couple of these are Friday to Monday issues, is there any chance of some limited Digital Care coverage over the weekends? Just one of you for a few hours each day to pick up any glaring issues would make a huge difference.
Quote from: jelv it now looks like the Digital Care team is getting overloaded and forgetting to do things they've promised as well.
When I look around the forums and see how many issues the Digital care team are trying to keep a finger on at the same time it is inevitable that sooner or later things will slip by.
As a couple of these are Friday to Monday issues, is there any chance of some limited Digital Care coverage over the weekends? Just one of you for a few hours each day to pick up any glaring issues would make a huge difference.
I have to say that on numerous occasions I have waited over a week for an update the longest being 11 days and if it wasnt for Jojo on this forum trying to resolve my problem then I feel I would still be waiting for an update.
Almost 2 months in and no resolution is even more worrying though
Almost 2 months in and no resolution is even more worrying though
They're human.
If its urgent.... CALL
Yeah the ticket times arent great, but you only have to look back a few months and realise that the support system WAS failing, due to SNOW (remember this? as no one could get to work ?? ?? right when they closed durban... ???)
New Staff end up causing more problems, due to inexperience so you have to wait for someone else to fix it and nudge the OP so they dont do it again. New staff take time to settle in, i'd expect high amounts of faults anyway - due to the amount of Digging and messing about with infrastructure BT are doing.
@shutter, jelv
if your that annoyed with the service, why dont you move somewhere else????....
OHH yeah, thats right, your on a decent package that has "truely" unmetered off peak on most packages, its cheap, cheerful, and 99% of the time, is reliable you never have a problem.
Plusnet went from prestige customers (like AAISP / Be* now target) and into a more mainstream target. Theyve what, increased customer numbers by 75% in 3/4 years or something ridiculous. Plusnet has grown quickly, growing pains occur. If there was that much of an issue with people leaving, something would have already been dont you think?
Seriously, dont understand the problem, your just after something to whinge about. 'sup, not got nothing bad to write about plusnet on your own websites currently so you decide to troll Community and probably TBB?
If I was in plusnets shoes, Id scrap Madasafish, and all other vISPs, put them all on the central CRM and start a-fresh with these people, then focus all attention on the one branding, one package set, one set of rules,regs, shaping rules etc. Obviously you can always throw more and more staff at the problem, but this is not always cost effective, certainly in most cases.
However, it might be worth plusnet investing in throwing more staff into the night shift - as there are less calls, there would be more opportunity to do tickets, perhaps bring in another team from 9pm, as the call queues have been relatively long even into the evening.
Perhaps equipping the front line staff, with possible maintenance affected circuits, allowing better communication between staff, may help alleviate some problems, particularly post midnight, when BT start most maintenance (back to point one)
AAISP Pricing
I cant even get 1gig peak time (which is 9am-6pm, with 50gb offpeak (NOT UNLIMITED ?!?!)) with AAISP, for the price i pay plusnet. Whos support is probably better? Ohhh yes, cause im paying through the nose for it....
You get what you pay for...
edit: removed swearing in first line after mentioning names
If its urgent.... CALL
Yeah the ticket times arent great, but you only have to look back a few months and realise that the support system WAS failing, due to SNOW (remember this? as no one could get to work ?? ?? right when they closed durban... ???)New Staff end up causing more problems, due to inexperience so you have to wait for someone else to fix it and nudge the OP so they dont do it again. New staff take time to settle in, i'd expect high amounts of faults anyway - due to the amount of Digging and messing about with infrastructure BT are doing.
@shutter, jelv
if your that annoyed with the service, why dont you move somewhere else????....
OHH yeah, thats right, your on a decent package that has "truely" unmetered off peak on most packages, its cheap, cheerful, and 99% of the time, is reliable you never have a problem.
Plusnet went from prestige customers (like AAISP / Be* now target) and into a more mainstream target. Theyve what, increased customer numbers by 75% in 3/4 years or something ridiculous. Plusnet has grown quickly, growing pains occur. If there was that much of an issue with people leaving, something would have already been dont you think?
Seriously, dont understand the problem, your just after something to whinge about. 'sup, not got nothing bad to write about plusnet on your own websites currently so you decide to troll Community and probably TBB?
If I was in plusnets shoes, Id scrap Madasafish, and all other vISPs, put them all on the central CRM and start a-fresh with these people, then focus all attention on the one branding, one package set, one set of rules,regs, shaping rules etc. Obviously you can always throw more and more staff at the problem, but this is not always cost effective, certainly in most cases.
However, it might be worth plusnet investing in throwing more staff into the night shift - as there are less calls, there would be more opportunity to do tickets, perhaps bring in another team from 9pm, as the call queues have been relatively long even into the evening.
Perhaps equipping the front line staff, with possible maintenance affected circuits, allowing better communication between staff, may help alleviate some problems, particularly post midnight, when BT start most maintenance (back to point one)
AAISP Pricing
I cant even get 1gig peak time (which is 9am-6pm, with 50gb offpeak (NOT UNLIMITED ?!?!)) with AAISP, for the price i pay plusnet. Whos support is probably better? Ohhh yes, cause im paying through the nose for it....
You get what you pay for...
edit: removed swearing in first line after mentioning names
What is to be hoped is that the reduction in the ticket queues is not at the expense of the quality of the responses!
its a specific team Jelv. Working dedicatedly on Support tickets, (No calls) who have from what i can tell, sensible answers or have done well on ticketing previously.
The fact is plusnet has thrown staff at the problem and its got the ticket queue down. It just needs to remain this way, dedi-ticket team should have been put in place long ago though imho
The fact is plusnet has thrown staff at the problem and its got the ticket queue down. It just needs to remain this way, dedi-ticket team should have been put in place long ago though imho
Is that why the call response time is getting longer
Quote from: Matt_2k34 The fact is plusnet has thrown staff at the problem and its got the ticket queue down.
