Ticket Response time

[webdude12]

It seems to a be a few years since I can find anyone having longer then 24 ticket response time. But I guess its just me.

I first submitted a ticket on Thursday after I faxed in my LOA Number porting agreement, just to make sure that billing and technical understood that I wanted my numbers ported over as virtual numbers, not actual numbers.

Well it Monday Night before I received a response. Almost 97 hours later. That is crazy. Now there was a slight problem with my LOA, and I re-attached a new one via the ticket system, and asked if that was fine, or if need to re-fax. It has now been almost 30 hours since that question.. How long should I expect to wait on a simple answer, that really requires no technical lookup via the support department.

[abaldish]

Do what i do. I never use ticket systems, As no matter what company it is, there is always a lag on responces, I always pick up the phone and call, at least this way i know it is being handled.

[chas3]

It seems that reponses when porting numbers is extra delayed. Other tickets seem to get faster responses.

[sbradshaw]

It seems to a be a few years since I can find anyone having longer then 24 ticket response time. But I guess its just me.

I first submitted a ticket on Thursday after I faxed in my LOA Number porting agreement, just to make sure that billing and technical understood that I wanted my numbers ported over as virtual numbers, not actual numbers.

Well it Monday Night before I received a response. Almost 97 hours later. That is crazy. Now there was a slight problem with my LOA, and I re-attached a new one via the ticket system, and asked if that was fine, or if need to re-fax. It has now been almost 30 hours since that question.. How long should I expect to wait on a simple answer, that really requires no technical lookup via the support department.

I wonder if they batch port requests? I know they do for Directory Listing submittals.

[chas3]

I wonder if they batch port requests? I know they do for Directory Listing submittals.

i saw mention back months ago that port processing was only during the afternoon/evening. Perhaps they have it assigned to an individual person and thus it may depend on their work schedule and load. Given some of the complexities of porting, it may take an experience person.

[firewall]

I submitted a ticket for BrainCast on May 11th and still have not had a response. It is a minor issue but by far this has been the longest I have waited for a response. Could it be the BrainCast department is small (boy that does not sound right!!!)?

[webdude12]

Well we are approaching 72 hours, and still no response from the support dept. This is really sad, and a bad way to keep a client. Espically one that has the potential to signup with VTWhite and become a reseller. :-(

[webdude12]

Ok, I broke down and called ViaTalk tonite, spent almost an hour on hold to find out they hadnt even looked at my response to the ticket, and are just now gonna start the process of porting my numbers over. So the whole process is now delayed by a week, because apartently the porting dept doesnt know how to use the ticketing system. LOL

[firewall]

My ticket will be open for a week tomorrow! Even tried to bump it. It is a low priority but I've never had it take so long.