Plusnet - respond to an upgrade, but not a query?

Discussion in 'Broadband' started by Tx2, Apr 30, 2006.

  1. Tx2

    Tx2 Guest

    I raised a ticket with Plusnet querying my usage and then decided as my
    usage seems to have gone up (I now use Napster) I ought to upgrade to
    more GB's allowance per month from Premier 1 to Premier 2.

    I got a response about the upgrade within minutes; thus far, I have been
    waiting several hours for a reply to my other open ticket (19285023

    Just making an observation that the ticket which is generating
    additional revenue gets answered before the one asking for an
    explanation has done, despite the latter being in the system
    considerably longer.....

    And yes, I tried to phone, but gave up waiting at something like 22
    Tx2, Apr 30, 2006
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  2. A business model used successfully by monopolies, (Sky TV), and
    businesses with a high exit cost, in terms of money, time and hassle,
    (broadband internet, banking, utilities etc..).
    Richard Faulkner, Apr 30, 2006
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  3. Tx2

    Allan Gould Guest


    In my experience of working for a software company in a technical role,
    the quickest way of getting a technical problem attended to was to lean
    on your friendly sales contact (if you have one) at the company,
    especially near the end of the quarter :)
    Allan Gould, May 1, 2006
  4. Tx2

    James Guest

    Different queries go to different departments for actioning.

    Some department's dont work 24/7, some are busier than others and some
    queries need a lot of looking into before a reply can be given.

    Not saying what you say isn't true or not, just that this is one way that
    tickets are distributed.
    James, May 1, 2006
  5. Hi,

    Looks like the support team have picked this one up already, some tickets
    go to different departments who have different responsibilities and may
    necessarily be able to answer all queries, whilst some tickets that the
    system raises will be processed automatically.
    PlusNet Support Team, May 1, 2006
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