topic Re: Why not use "Service Information"? in Community Site Feedback

Why not use "Service Information"?

corringham — Thu, 14 Sep 2023 10:24:31 GMT

Rather than moving topics asking about the broken Plusnet service, why not add a message to the Service Information section giving some information about the outage?

It is the obvious place to look, and would avoid customers having to create a post in some other section.

Although the problem was DNS server outage and therefore judged to belong in Everything Else, unless you knew what the problem was it would seem reasonable to post a question in Broadband, or Full Fibre.

Moving/locking topics rather than providing useful answers just alienates customers who are already unhappy.

There is absolutely no point in having a Service Information forum if no information about the (lack of) service is ever posted there!

Re: Why not use "Service Information"?

Baldrick1 — Thu, 14 Sep 2023 12:55:22 GMT

@corringham

Rather than moving topics asking about the broken Plusnet service, why not add a message to the Service Information section giving some information about the outage?
Because the Moderators who are doing their best to keep information in one place are customers like you. We have no access to detailed Service Information.

Re: Why not use "Service Information"?

corringham — Thu, 14 Sep 2023 13:25:31 GMT

@Baldrick1 wrote:

Because the Moderators who are doing their best to keep information in one place are customers like you. We have no access to detailed Service Information.

In that case can Plusnet get a member of staff to update the Service Information?

Or get rid of the Service Information forum if it is never to be used again?

Without wanting to denigrate the valiant efforts of the moderators, when a company relies on volunteers to provide their customer service it makes the company look rather amateurish.