so why should I stay with Plusnet?

[#1]

While I personally don't have any particular issues or complaints a the moment, can you explain the following -
[quote=Chris]General CSC enquiries though are *not* delayed and over 80% of them are answered within 4 hours now, our provisioning team are also in a good position.
Yet frequently when a customer raises a ticket, nothing will happen for between two and four days and then the ticket will be updated with either -

Quote

[Internal] Passing to correct pool. Kind regards,

or

Quote

Your support request has been escalated to the correct team for review.

and then wait for another few days wait until an actual response appears.
I don't understand the mechanism that allows 80% of enquiries to be answered within 4 hours, yet tickets can take DAYS before being passed to the correct department BEFORE any work is done to answer the question.

[#2]

That shouldn't be happening and personally I've not seen many (if any) examples of that on non-fault ticket.
Can you give me any examples so I can take a look?

Quote

Yet frequently when a customer raises a ticket, nothing will happen for between two and four days and then the ticket will be updated with either -

Again, I've not seen any examples of this on non-fault tickets for several months.