topic Re: New 'faces'? in Community Site Feedback

New 'faces'?

jab1 — Wed, 01 Oct 2025 19:46:33 GMT

On my visits to the Community 'home page' today, I have noticed a lot of new names, all with 'admin' under their avatars - who or what are they supposed to be? Just curious.

Re: New 'faces'?

jab1 — Fri, 03 Oct 2025 14:03:26 GMT

Ah - an explanation - of sorts. Maybe this means I can retire? 😁

https://community.plus.net/t5/Community-Announcements/The-Plusnet-Help-Team-just-got-bigger/m-p/2023215#M8515

Re: New 'faces'?

Champnet — Fri, 03 Oct 2025 14:09:45 GMT

@jab1 Re names under their Avatars, who picked yours and why ?

Re: New 'faces'?

jab1 — Fri, 03 Oct 2025 14:15:53 GMT

I'm not on the 'Help Team' @Champnet , but I picked mine - originally without the '1', but the bald version had already been taken. The 'why' - my initials.

Re: New 'faces'?

Champnet — Fri, 03 Oct 2025 14:31:49 GMT

@jab1 The name under your Avatar looks like "The Full Monty", just wondered why ?

Re: New 'faces'?

jab1 — Fri, 03 Oct 2025 14:36:01 GMT

That is a 'rank', @Champnet - like your 'Hero' - based, I think, on post/reputation counts.

Re: New 'faces'?

Mustrum — Fri, 03 Oct 2025 14:52:40 GMT

@jab1 wrote:

Ah - an explanation - of sorts. Maybe this means I can retire? 😁

https://community.plus.net/t5/Community-Announcements/The-Plusnet-Help-Team-just-got-bigger/m-p/2023215#M8515

Maybe not John, that just seems to be the EE Team, who don't do a lot of technical support over there, so not sure how they would be able to take on more.

Re: New 'faces'?

jab1 — Fri, 03 Oct 2025 14:46:00 GMT

That's a shame, @Mustrum - I was looking forward to an early retirement. 🤣

Re: New 'faces'?

Townman — Sat, 04 Oct 2025 16:52:58 GMT

@Mustrum wrote:

Maybe not John, that just seems to be the EE Team, who don't do a lot of technical support over there, so not sure how they would be able to take on more.

I hope they engage well here ... or their toeses will be getting warmes from the held-to-fire!

The team has been positioned as the solution to all of our concerns over here ... is that right @James_B

Re: New 'faces'?

RealAleMadrid — Sat, 04 Oct 2025 17:30:26 GMT

@Townman If this thread is anything to go by it doesn't look good ............

https://community.plus.net/t5/My-Account-Billing/Reward-Card/m-p/2023154#M74479

Re: New 'faces'?

Townman — Sat, 04 Oct 2025 17:47:04 GMT

Flame lit!

Re: New 'faces'?

Protech — Mon, 06 Oct 2025 16:40:01 GMT

@Townman
I trust your flame is burning bright.
I'm my limited experience from the EE forum the staff there primarily focus on signposting rather than issue resolution. The same seems to be occurring here from what I've seen to date.
This forum is a very different space from the EE forum.

Re: New 'faces'?

jab1 — Mon, 06 Oct 2025 16:46:45 GMT

Totally agree, @Protech . From what I've seen so far 'signposting' is all these 'saviours' are capable of. It is not what is needed on a forum like this.

Re: New 'faces'?

Anonymous — Mon, 06 Oct 2025 23:26:50 GMT

https://www.poetryfoundation.org/poems/43687/the-tyger

Re: New 'faces'?

Townman — Tue, 07 Oct 2025 07:55:26 GMT

@jab1 / @Protech

Where there’s effective self help already published which will deliver the solution, then signposted self help seems reasonable. There’s a moderate level of just not bothering to look / read and follow other’s published experiences to find solutions around here.

Where such has been followed and further help is still required, then signposting is inappropriate and needs to be addressed. I’ve done that on one or two posts recently and the proper engagement followed.

It might take a short while for the realisation to sink in that this forum is not like the two others - this one seeks and delivers solutions … which then drive a self serve capability … that can then be signposted for reuse.

@James_B for your radar.

Re: New 'faces'?

jab1 — Tue, 07 Oct 2025 08:06:45 GMT

Agreed, @Townman . However, just from my perspective, the couple of instances I spotted yesterday appeared a little 'bald'.

I'm prepared to give these new people time to settle in and hopefully learn the required skills, but to be honest, we have seen at least one previous attempt to inject new 'Help Team' staff on here which failed miserably. MAYBE, because these individuals are already customer-facing trained, the plan will work this time. Let's hope so.

Re: New 'faces'?

Townman — Tue, 07 Oct 2025 09:37:36 GMT

@jab1

The last group were simply excellent, possibly the best since JonoH ran the forum support team. The only issue with the last cohort was internal restrictions on the time allotted to this space in preference to twitface social media and other responsibilities. This team is dedicated to these spaces.

Re: New 'faces'?

jab1 — Tue, 07 Oct 2025 09:47:46 GMT

Thanks for the update, @Townman .

Are they in place of, or in addition to, the likes of @Marsh ?

Re: New 'faces'?

Townman — Tue, 07 Oct 2025 09:50:31 GMT

In place of ... but I see that some of them have still dipped in.

Re: New 'faces'?

jab1 — Tue, 07 Oct 2025 09:53:34 GMT

Oh dear - based on what I have seen very recently, where the only advice has been to ring first-line support.