Tickets not confirmed?
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Tickets not confirmed?
01-04-2015 10:34 PM
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I console myself with the thought that I have only a one year contract. If the visit is cocked-up, why not offer a weekend visit as a goodwill gesture?
Re: Tickets not confirmed?
02-04-2015 1:26 AM
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.........................proud" say Pnet.
Re: Tickets not confirmed?
02-04-2015 9:24 AM
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We can only book broadband engineers via BT Wholesale so not sure how the wrong kind of engineer has been assigned. If you haven’t already, if you could document this on the ticket, we can take this up with the supplier for you.
I suspect a Boost has been suggested so as to avoid further problems. The fault was (incorrectly in my opinion) closed because you hadn’t got back to us. However, this doesn’t slow anything down in term of resolution time though I understand it’s frustrating and annoying.
As I’ve seen the time slot requested, I hope to arrange this myself for you.
Generally speaking, engineers aren’t available at weekends (Boosts certainly aren’t available to us). I’ve not seen the appointment diary by area, but although it would be slower to arrange, I can book an SFI for you – at this time, I don’t know if that weekend would be available as they tend to be available in some areas and not others.
@Anon 24 hours is for the remote testing. It can take longer for an advisor to pick up the ticket. The wording is a little misleading and I’ve brought this up with development.
Re: Tickets not confirmed?
02-04-2015 12:18 PM
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Quote When a customer raises a query by phone or through the Help Assistant, we raise a 'Question' (also known as a Ticket) on their account. We aim to close all Questions within 24 hours.
http://www.plus.net/supportpages.html?a=212&helpheader=rhmcallstats
is downright lies.
.........................proud" say Pnet.
Re: Tickets not confirmed?
02-04-2015 12:24 PM
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One is about intent and the other is indicative of the (in)ability to deliver.
Worry not, now that it is difficult to find the ticket system to raise tickets, it will become easier to hit the target for those tickets which sneaky users manage to raise.
The relevant links are available below.
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.
Re: Tickets not confirmed?
02-04-2015 12:46 PM
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Quote @Anon 24 hours is for the remote testing. It can take longer for an advisor to pick up the ticket.
Can you show me where it says anything like that in this statement
Quote When a customer raises a query by phone or through the Help Assistant, we raise a 'Question' (also known as a Ticket) on their account. We aim to close all Questions within 24 hours.
unless I missed going to Specsavers that says "ALL" and all usually means everyone, not that some are closed in that t ime and others will not by the nature of what they are.
.........................proud" say Pnet.
Re: Tickets not confirmed?
02-04-2015 1:02 PM
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I was referring to a broadband fault (that can be raised via faults.plus.net) when speaking of testing taking 24 hours before being picked up. As can be seen on page that you linked to, broadband faults have longer SLA's due to the work involved.
Re: Tickets not confirmed?
02-04-2015 1:19 PM
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To nit pick, I do not believe that there are any SLAs in place for anything - the "A" being an agreement between supplier and customer. There are targets which you seek to achieve (aim for), but they are not agreements nor anything which (unfortunately) PlusNet or your suppliers can be held to (for recompense) when not fulfilled.
In terms of setting and managing appropriate expectations, it would be useful for there to be a clear description of the problem management process, indicating constraints set by suppliers and priority levels applied to the nature of the issue, from no service at all (phone / broadband), through working but degraded service to administrative requests - each in decreasing priority with an expectation of longer resolution times.
Such an approach is very typical of professional systems support services, sets appropriate expectations and allows support teams to focus on the hot "system down" issues over things which a day or two delay is not material.
Cheers,
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.
Re: Tickets not confirmed?
03-04-2015 9:46 AM
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Quote from: Townman To nit pick, I do not believe that there are any SLAs in place for anything - the "A" being an agreement between supplier and customer. There are targets which you seek to achieve (aim for), but they are not agreements nor anything which (unfortunately) PlusNet or your suppliers can be held to (for recompense) when not fulfilled.
Point taken.
Re: Tickets not confirmed?
03-04-2015 11:35 PM
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.........................proud" say Pnet.
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