Tickets : How you get one and what it means

When you post to support about a problem and they deem it to be a legitimate problem, they will then issue you a ticket. What this basically means is that they are going to deal with your problem and you use this ticket number if you have any queries regarding your problem, for phoning them or asking about in the news groups or via their on-line web-form.

The basic route to receiving a ticket is as follows:

1. You, the user, makes a complaint to support about a problem using either their news group (see support FAQ) or via their web-form.

2. Support query the complaint to see if it is a legitimate fault rather than possible error on your part

3. If it is a legitimate complaint, support should usually decide that it needs to be investigated

4. Support then give you a ticket number for the complaint

5. The technical people at blueyonder then investigate to see if it is their end that is causing the problems (i.e. their network is having problems) or your end (i.e. your connection settings are wrong, your modem is having problems, etc.)

6. The problems are usually dealt with two ways

   1. If the problem appears to come from blueyonders end, then they will determine a way to fix it, without having to call you. If the problem is network related then it is passed to our network team to look at. Hence the reason why support ask for tracert's (so that this can be identified easily)

   2. If the problem seems to be coming from your end, then you will most certainly get a call back from the tech support to see if they can help you fix the areas that are causing the problems.

   However, if several people seem to be having the same problems then support will usually raise raise the issue as an outage (most likely being caused from their end rather than a user's end). These usually do not need to get a call back.

7. Once the problem has been solved (and hopefully only then) support will then close the ticket as there is now no need for it to stay open

If you phone in with a fault that requires more investigation then a call back is arranged while you are still on the phone to support and they will call you back concerning this fault. Usually for this no ticket is required.

Support say that they will phone back (on all issues, ticket raised or phone reported) at least three times within an agreed time slot. Sometimes, if you are not in within this specified time, support do have a bad habit of closing your ticket without letting you know, so be warned if this happens.

Tickets are also a good way of keeping a record of queries or problems you as a customer may have experienced. This is good to have if you ever decide to pursue getting any sort of refunds (see refund FAQ).

Last Amended : 2002-08-31 by elfin
Original Author : Nicola