topic Re: Disability Discrimination in Plusnet Feedback

Disability Discrimination

thisoldman — Thu, 07 Oct 2010 13:43:54 GMT

My dear plusnet carers,
If a deaf person's computer breaks down /or they have a bb fault how do they contact you.

I hate having to tell you this but your web site is in breach of sec 3 of the Equality Act.
You only have a phone number. You need to provide deaf people with a text number, when their pc breaks down
and someone at plusnet needs to study very carefully the Equalityand humanrights advice to web designers on accessibility..

Re: Disability Discrimination

thisoldman — Thu, 07 Oct 2010 14:37:48 GMT

is anyone going to respond from plusnet?

Re: Disability Discrimination

Chris — Thu, 07 Oct 2010 14:41:23 GMT

Give us a chance! It's a bit busy today and this posts not even an hour old!
I'll try and find someone to clarify for you.

Re: Disability Discrimination

thisoldman — Thu, 07 Oct 2010 14:42:40 GMT

bless you my son

Re: Disability Discrimination

Chris — Thu, 07 Oct 2010 15:06:34 GMT

Quote
If a deaf person's computer breaks down /or they have a bb fault how do they contact you.

Our support team take Text Relay (formerly called TypeTalk) calls on a regular basis, we've been doing this for a number of years going back to before my time in the CSC.
Ensuring accessibility of our website(s) has been on the workstack for a while now and continues to be on there as it's something we're commited to getting sorted but I can't commit to any timescales.

Re: Disability Discrimination

thisoldman — Thu, 07 Oct 2010 15:12:48 GMT

chris oh dear dear me.......

Only people with a special text or screen phone can use typerelay

Are you going to suuply all your deaf customers with a text fone?
It would be far far easier to simply put a mobile text number on the plus net website.

Re: Disability Discrimination

gswindale — Thu, 07 Oct 2010 21:33:15 GMT

just out of interest - if I develop a BB fault; how do I contact PN - I can't connect to the internet to check the phone number. I don't think I've got the contact details from when I signed up (5+ years ago), so I'm in trouble.
There's no point simply having the numbers on the website as you cannot see them if your connection is down. Is this sort of information communicated in an email at the start of the contract with "IMPORTANT - PLEASE RETAIN FOR YOUR RECORDS" or similar? If not, then it probably should be.

Re: Disability Discrimination

pierre_pierre — Fri, 08 Oct 2010 08:18:31 GMT

Ive got it on my Mobile and my home dect phone

Re: Disability Discrimination

shutter — Fri, 08 Oct 2010 12:14:55 GMT

Alternatively....... go to your local library,./ internet cafe/ or .....
dread of all dreads..... ring 118 500 (or similar) and ask for Plusnet Sheffield number.

Re: Disability Discrimination

Steve — Fri, 08 Oct 2010 12:19:27 GMT

Or get yourself a mobile broadband dongle, Very handy If anything like that happens, You can still get on the net, If you think hard enough there Is always an Alternative , As for the phone number well as Pierre-Pierre says. I mean really Its not rocket science.

Re: Disability Discrimination

gswindale — Fri, 08 Oct 2010 12:25:46 GMT

which are all things that both I, and a deaf person could do.
My point was that although the number for "mobile text" or whatever should be on the website; simply having it there does not resolve the problem.
As stated - the contact details should be in the welcome pack (not sure if they are) for all customers and for all valid means of communication - with a clear notification that these need to be retained in case of issues.
Can a new customer confirm exactly what they receive in the way of contact information when they sign up now?

Re: Disability Discrimination

Steve — Fri, 08 Oct 2010 12:33:55 GMT

Well I have never had a welcome pack (VIA MAIL) from Plusnet since joined, Left, Joined again, But there Is a welcome pack freely available to download, Cannot remember what's In It though.

Re: Disability Discrimination

Steve — Fri, 08 Oct 2010 12:44:08 GMT

There Is a phone number In the welcome pack but dont think Its for deaf people.

Re: Disability Discrimination

Kelly — Fri, 08 Oct 2010 12:48:59 GMT

http://www.plus.net/support/hardware/welcome_pack.pdf is the welcome pack. The phone number is in the welcome emails as well, but obviously you'd need to remember to print/write them down.
The current insert which goes with all the router *doesn't* have the phone number in, but the new insert we are working on *does* have it. It needs some rework for the new branding.
In fact, I can link to it. It's an A5 booklet so you need to do the following to make it display right:
- In PDF reader, go to "view -> page display -> 2 up". and "view -> page display -> show cover page during 2 up".
http://dl.dropbox.com/u/9570737/Router%20Setup%20Trial%20version.pdf

Re: Disability Discrimination

Kelly — Fri, 08 Oct 2010 12:49:43 GMT

although it appears that since that was uploaded... dropbox has dropped off the 'net... 😕

Re: Disability Discrimination

Townman — Fri, 08 Oct 2010 16:03:29 GMT

Quote from: shutter
dread of all dreads..... ring 118 500 (or similar) and ask for Plusnet Sheffield number.

Just how does Shutter expect a deaf person to use 118 500 ?
Has everyone lost the plot here The OP asked the question about how DEAF people can make contact with the support desk without access to specialist support equipment?
Yes there is a general point about how the rest of us fully abled people might remember the call centre's number in the circumstances that we cannot get online to find the contact details. However the specific point being made by the OP is that DEAF people cannot hear the droning automated answering service that the STANDARD number put one through to - this question has not been adequately addressed.
In case anyone is wondering, my son is profoundly deaf and also does not speak. Internet and mobile phone texting is his social life line... access to public services is a constant challenge to him. The serive pointed to by Kelly is fine solong as you've got a working internet connection (Text Phone on computer) but if not then you're sunk!

Re: Disability Discrimination

thisoldman — Fri, 08 Oct 2010 16:25:51 GMT

thanks \Townman you are so far the only person to understand the post.
I repeat plusnet are in breach of sec 3 of the Equality Act by not providing deaf people who do not have a text phone or screenphone
with a simple mobile phone number so that in the event of bb failure they can text plusnet.

NOTE PLusnet unless you provide a mobile phone number then The EqualityandHumanrights Commission will take legal action against you.
This is NOT a threat. It is their promise.

Re: Disability Discrimination

shutter — Fri, 08 Oct 2010 16:44:12 GMT

Quote from: townman
Quote from: shutter
dread of all dreads..... ring 118 500 (or similar) and ask for Plusnet Sheffield number.

Just how does Shutter expect a deaf person to use 118 500 ?

shutter was responding to the previous posts (not necessarily to the original post)... shutter`s response was also "tongue in cheek"... as most of shutter`s "off the cuff" remarks are.
best wishes from
shutter..
jim:green quote fixed mod:end

Re: Disability Discrimination

Kelly — Fri, 08 Oct 2010 16:59:32 GMT

Can you link me to some details? I've had a quick look at the Equality Act 2010 but couldn't see the bit you are referring to.
(http://www.legislation.gov.uk/ukpga/2010/15/contents

Re: Disability Discrimination

Barnsleymrc — Fri, 08 Oct 2010 22:25:18 GMT

Having read this thread with interest, and seeing the diverse solution ideas to the problem. I think that the solution is fairly simple and (i could be totally wrong on this. Please tell me if I am) I think that +net have the resources and facilities already available
Plusnet ARE using an SMS gateway at present to update customers about faults, successful card payments etc. Surely this also works in reverse as with such as facebook and the like.
I.E. if someones has entered their mobile number on their account details, then any messages to the SMS gateway from that mobile number is automatically raised as a support ticket on the users account.
Just my tuppence worth.