topic Re: How can I add information to a support question? in My Account/Billing

How can I add information to a support question?

david_n — Sat, 01 Jun 2024 08:51:47 GMT

Plusnet Support have opened a question on my account, and the email I received says "You can follow the progress of this Question online and add information if you need to." When I click on "Review this Question" and log into my account, I can see the question, but there does not appear to be any way of adding information, so how can I do that? The email comes from donotreply@plus.net, so that is obviously not an option.

Re: How can I add information to a support question?

jab1 — Sat, 01 Jun 2024 08:59:12 GMT

@david_n The option to add information to a question/ticket is towards the bottom left-hand of the visible screen, unless the format has changed since I last used it.

Re: How can I add information to a support question?

Mav — Sat, 01 Jun 2024 09:06:25 GMT

Moderator's note(s):

Thread moved from Broadband to My Account/Billing.

Re: How can I add information to a support question?

G6JPG-0 — Sat, 01 Jun 2024 09:34:37 GMT

The option to add information to a question/ticket is towards the bottom left-hand of the visible screen, unless the format has changed since I last used it.

That's what I remember; there are two buttons - something like "my query has been answered" (which obviously closes the ticket) and "I need to add more information". Don't hit the wrong one!

Also: when you get to the screen that shows your tickets, bookmark it - that saves the mind-numbing hunt round the website to find it. I'd give you the URL, but I suspect the one I've bookmarked is specific to me. (And remember it involves a different username and password to this forum.)

Re: How can I add information to a support question?

david_n — Sat, 01 Jun 2024 09:35:10 GMT

@jab1 Not on my screen - see screenshot attached

Re: How can I add information to a support question?

jab1 — Sat, 01 Jun 2024 09:37:08 GMT

Have you scrolled to the absolute bottom of the screen?

Re: How can I add information to a support question?

david_n — Sat, 01 Jun 2024 09:45:45 GMT

@jab1 Yes - the only thing you can't see on the screenshot is the rest of the page footer, and there is nothing relevant there.

Re: How can I add information to a support question?

jab1 — Sat, 01 Jun 2024 09:52:52 GMT

OK, @david_n - I suspect, after reading the agents comments, that this question is 'closed', so will not have a reply option anyway.

Although it does appear a little dismissive, what the agent says is correct.

If you want Community support, which is really your only option, can you give any details of your problem?

Re: How can I add information to a support question?

Dan_the_Van — Sat, 01 Jun 2024 10:46:38 GMT

@david_n

This link might help https://www.plus.net/wizard/?p=search it allows you to search for previous questions, for me it states

"You currently have no open questions" but if offers a search for closed tickets. Hopefully it will give the status of your last question

HTH

Re: How can I add information to a support question?

jab1 — Sat, 01 Jun 2024 10:55:08 GMT

Looks to me as though that was posted as a 'closed' ticket, @Dan_the_Van .

Re: How can I add information to a support question?

Dan_the_Van — Sat, 01 Jun 2024 11:56:06 GMT

@jab1

I was just offering advise on how to check the status of a question not questioning anyone's post and yes it probably has been closed. Hopefully the OP received an email to confirm closure.

Re: How can I add information to a support question?

david_n — Sat, 01 Jun 2024 13:00:43 GMT

@Dan_the_Van Thank for that. You're right, the ticket has been closed (despite them not having fixed the problem). No, I didn't get an email telling me that it had been closed, just two telling me that it had been opened!

Re: How can I add information to a support question?

jab1 — Sat, 01 Jun 2024 13:04:00 GMT

@david_n As I said previously, the response on that ticket is essentially correct, but there are some on here who can offer advice - if you give us something to work on.

Re: How can I add information to a support question?

david_n — Sat, 01 Jun 2024 13:13:48 GMT

@jab1 My problem is that I am currently getting an upload speed of about 0.3Mbps (normally more like 0.8), which means that every time OneDrive syncs a file of any size to the cloud, no-one can get any browser response for a while. I doubt that the Community can help with the line speed, unless someone here happens to be an Openreach engineer in the South Somerset area.

Re: How can I add information to a support question?

jab1 — Sat, 01 Jun 2024 13:19:48 GMT

OK, thanks for that. You are correct, no-one on here can help with that, and neither, to be honest can Plusnet. Upload speeds are not guaranteed, unlike download, and there is little anyone can do. What is the result from the 'Additional Diagnostic' tab on this report - https://speedtest.btwholesale.com/ ?

Re: How can I add information to a support question?

goldenfibre — Sat, 01 Jun 2024 13:37:50 GMT

I think Plusnet need to improve on account section - Ticket - so we can see open or closed ticket. Why is Plusnet making it harder to find the closed ticket? Also under broadband section when we report any fault, there is nothing there. No test result, no current line speed, no BTw Performance ip profile anymore. I think Plusnet are designed to push everyones away from bemoaned about poor service or fault etc. They seem don't want to know! As for Text Message to fault - are useless indeed.

I am glad I am with much better ISP UnchainedISP they have much better control panel with real live ping, connection, sync rate, BTw future plan or fault, you can submitted GEA Test at any time if you think there is a fault on the line, also within 10 minutes ticket reply to get it sorted it out.

Why is Plusnet is going downfalls now? Lack of communicating! These are not helpful to any deaf user with stressed and anxious with no extra support!

Re: How can I add information to a support question?

goldenfibre — Sat, 01 Jun 2024 13:43:12 GMT

@jab1 What is the result from the 'Additional Diagnostic' tab on this report - https://speedtest.btwholesale.com/ ?

These never work I did try that on my parents line but @Dan_the_Van saying this BTw additional diagnostic never work for the last 12 months now.

Re: How can I add information to a support question?

jab1 — Sat, 01 Jun 2024 13:44:36 GMT

@goldenfibre Adding your issues to another users topic is not good practice, and nothing you have said above helps this case.

Re: How can I add information to a support question?

jab1 — Sat, 01 Jun 2024 13:46:08 GMT

@goldenfibre as previous - hijacking another users topic is not good practice.

Re: How can I add information to a support question?

goldenfibre — Sat, 01 Jun 2024 13:50:44 GMT

@jab1 You not helping him for asking him to run BTw Performance test as we all know this test with additional diagnostic never work with many PN users and no I am not hacked or insult any person as I try to ask PN to take noticed of this. Why is BTw test never work for 12 months seem they not care about it and nothing was done about it. I do remember I raised this issues to @Gandalf as he report this to BTw to get it fixed and it has.