topic Re: Support Team notifications in My Account/Billing

Support Team notifications

Ddclutch — Tue, 22 Apr 2025 19:25:09 GMT

I have an issue being dealt with by Plusnet Support Team. They have opened a Question (with ref number) as an email and also on my account page. It says

"you can follow the progress of this Question online and add information"

but there doesnt seem to be any way of uploading a response and emails just get a "we dont monitor emails:"

Can anyone tell me how to respond, preferably to the person dealing with the case?

Re: Support Team notifications

jab1 — Tue, 22 Apr 2025 19:30:19 GMT

@Ddclutch It is a long time since I had a question open, but if I remember correctly, there is an option in the bottom LH corner that reads 'I need to add more information', or something very similar - click that and you should be able to comment on the question.

Re: Support Team notifications

Ddclutch — Tue, 22 Apr 2025 19:54:35 GMT

That's the sort if thing I would expect, but no there isn't. There's a Review this Question but that just takes me to the same message on my account page online, still with no response type box or clickable button

Re: Support Team notifications

dvorak — Tue, 22 Apr 2025 19:59:33 GMT

Moderators Note

This topic has been moved from Broadband to My Account / Billing

Re: Support Team notifications

jab1 — Tue, 22 Apr 2025 20:08:25 GMT

Strange. Unfortunately, I'm no longer a Plusnet customer, so cannot access questions/tickets to check. I'll try tagging a couple of people who may be able to assist, but you may not get a reply until tomorrow.

@Townman , @MisterW - any thoughts?

Re: Support Team notifications

MisterW — Wed, 23 Apr 2025 06:22:33 GMT

I'm afraid I dont have any open tickets to be able to check

Re: Support Team notifications

jab1 — Wed, 23 Apr 2025 06:28:13 GMT

Fair enough, @MisterW . I only asked you as I obviously haven't seen one for four years, and I know things have changed in that time, just wondered if the 'reply' option had moved.

Re: Support Team notifications

MisterW — Wed, 23 Apr 2025 07:45:19 GMT

I'm not aware that the 'reply' option has been removed as such for truly 'open' tickets. However there does seem to be a propensity for agents to create tickets to which only PN can reply.

Re: Support Team notifications

Ddclutch — Wed, 23 Apr 2025 08:12:40 GMT

I am new to Plusnet and in the switching process have had 'Question' tickets on different issues. Each of them has a line at the bottom saying "you can add information if you want to". None has a Reply button. In this instance I do need to send information back to the Agent dealing with an on going problem.

Re: Support Team notifications

jab1 — Wed, 23 Apr 2025 08:26:10 GMT

@Ddclutch Can you provide a screenshot of one of these tickets (obscuring any personal information)?

Re: Support Team notifications

Ddclutch — Wed, 23 Apr 2025 10:03:59 GMT

Thanks. Sounds silly, but this device doesn't seem to want to take screen shots!

3 of the 'Question' tickets dont display a reply box either when as an email or when opened in my account. But one of them does have a link button for "provide additional information" opening a reply form. I guess provision of this is selectable by the person raising the ticket?

Re: Support Team notifications

jab1 — Wed, 23 Apr 2025 10:09:28 GMT

What 'device' are you using?

The questions will not display a reply option 'in the email' - the only way to reply is directly in the ticket/question on your account.

If the 'question' is 'closed', then there is no reply option.

Re: Support Team notifications

Ddclutch — Wed, 23 Apr 2025 10:20:57 GMT

The 'Device' is a n Amazon Fire HD8

each of the 'tickets' comes as an email, but I do check them on my account. I was referring to the account view versions where one has a provide additional information button and 3 do not, including yesterday's still active question.

Re: Support Team notifications

Ddclutch — Wed, 23 Apr 2025 10:26:08 GMT

A new 'Question' ticket has just been opened following a phone call ( yes its an on-going issue !) and this again has no apparent means of adding / uploading any response.

Re: Support Team notifications

jab1 — Wed, 23 Apr 2025 10:26:43 GMT

Ah, OK. Sorry, can't help with your device - never had one. Do you not have a mobile phone/tablet/computer?

As I say, I do not have access to any questions to be able to assist further. How many 'questions' do you have open?

Re: Support Team notifications

Anneyc — Wed, 23 Jul 2025 14:57:56 GMT

I have just received an 'We've opened Question xxxxxxxxx on your account' from Plusnet support I would like to add information/respond to the Question, but am having the same issue as the OP.

I can click on a 'review this question' link in the email, where I can "follow the progress of this Question online and add information if you need to" .

The link takes me to the 'Help Assistant' page on the Plusnet website, which shows the 'Question' -a box showing the same content given in the email, but no option to reply or add to the information.

I have attached a screenshot of the page- clicking on the 'back' underlined hyperlink jjust refreshes the page.

I don't think I need to respond but would like to have updated the sender of the question to update some information.

Has a fix been found for this yet?

Thanks

Moderator's note:
Attachment) removed (to an area staff can see) to hide Agent's name as per Forum rules.

Re: Support Team notifications

Marsh — Wed, 23 Jul 2025 13:22:09 GMT

Hey @Anneyc

I looked into your question, and the reason you cannot add any comments is that the question is no longer open and has been closed.

But if you have any questions, please update this thread 😊

Re: Support Team notifications

jab1 — Wed, 23 Jul 2025 13:28:40 GMT

@Anneyc Try logging in to your account, if he question is open, you will see a banner on the homepage. Click that banner, and it should open the question for you.

It is possible though, that question has been 'closed' by either the CSA or the system, in which case, the only option is to phone it again. Frustrating, I know, but some of the fictionality of the question/ticket system has been, shall we politely say, 'frustrated' in recent months.

Re: Support Team notifications

jab1 — Wed, 23 Jul 2025 13:33:04 GMT

@Marsh wrote:

Hey @Anneyc

I looked into your question, and the reason you cannot add any comments is that the question is no longer open and has been closed.

But if you have any questions, please update this thread 😊

@Marsh I kind of guessed that might have happened, but some of the information in the responses seems a tad skew-eyed - and I'm not just talking of this specific instance.

Re: Support Team notifications

Anneyc — Wed, 23 Jul 2025 13:35:16 GMT

Thanks both for your responses- I guess it was an 'information only' type question then, shame, I wanted to tell them that I had already ugraded to another tariff- one that was cheaper than the one they suggested in the Question 😕