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    How long does a "ticket number" stay open?

    This is a discussion on How long does a "ticket number" stay open? within the Sky Broadband help forums, part of the Sky Broadband help and support category; Cause I just got moved to Tier 3 by filling in the online form, but i'm never home to take ...

    1. #1
      xangma's Avatar
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      How long does a "ticket number" stay open?

      Cause I just got moved to Tier 3 by filling in the online form, but i'm never home to take the call ...


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    3. #2
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      Re: How long does a "ticket number" stay open?

      I have never ever had Tier 3 return my phone calls when I have contacted them but the issue has always been sorted. They once sent me a letter to say that had sorted my issue out and another time they sent me an email (after I used the online form).

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      Re: How long does a "ticket number" stay open?

      Quote Originally Posted by Alan b View Post
      I have never ever had Tier 3 return my phone calls when I have contacted them but the issue has always been sorted. They once sent me a letter to say that had sorted my issue out and another time they sent me an email (after I used the online form).
      Thanks for that =)

    5. #4
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      Re: How long does a "ticket number" stay open?

      it depends on what the issue is. IF it's a slow/intermittent connection and connection has been up for over 24hrs with IP then it's closed with no call as it wouldn't appear to be an issue...

      if possible always leave an alternative contact number (mobile perhaps) but be aware that you'll need to be at home if anything troubleshooting is to be carried out as you obviously need to be by the PC...

      best bet is to have router in master/test socket and turned on at all times so even if they can't get you they can do the work needed
      -------------------------------------------



      Useful Sticky: - How To Obtain Your Router Stats, BT Speed Test, Check For Test Socket

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      Re: How long does a "ticket number" stay open?

      Quote Originally Posted by IAmNotTheEnemy View Post
      it depends on what the issue is. IF it's a slow/intermittent connection and connection has been up for over 24hrs with IP then it's closed with no call as it wouldn't appear to be an issue...

      if possible always leave an alternative contact number (mobile perhaps) but be aware that you'll need to be at home if anything troubleshooting is to be carried out as you obviously need to be by the PC...

      best bet is to have router in master/test socket and turned on at all times so even if they can't get you they can do the work needed
      I'm not trying to be rude or anything but how do you know about the 24 hour thing?

      I just hope they leave an email for me, i'm never home. And the router is always on anyway. Thanks for the info.

    7. #6
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      Re: How long does a "ticket number" stay open?

      me personally, or sky?
      -------------------------------------------



      Useful Sticky: - How To Obtain Your Router Stats, BT Speed Test, Check For Test Socket

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      Re: How long does a "ticket number" stay open?

      Quote Originally Posted by IAmNotTheEnemy View Post
      me personally, or sky?
      I don't know, how do you know that they do the 24 hour testing thing? (not that it matters, the router has been on 24 hours and dropped the connection an hour ago).

    9. #8
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      Re: How long does a "ticket number" stay open?

      well, Sky can do a search on your port and it'll show time connected with IP address - if this is over 24hrs then it's assumed issue is resolved...
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      Useful Sticky: - How To Obtain Your Router Stats, BT Speed Test, Check For Test Socket

    10. #9
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      Re: How long does a "ticket number" stay open?

      tickets often get closed when sky don't hear back from the customer within 24 hour so it's worth phoning every day just to make sure that ticket stays open. even if you don't get through to tier 3 a note is left on the ticket saying that you called.

     

     

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