topic Re: PlusNet "ask a question" in Plusnet Feedback

PlusNet "ask a question"

timsmith — Tue, 14 Sep 2010 08:26:42 GMT

Ive been trying to ask a question on the Support pages, but no submit button has appeared. Anyone else having this problem?

Re: PlusNet "ask a question"

adamwalker — Tue, 14 Sep 2010 09:04:29 GMT

We've not heard any other reports of this so I'll test this out now and see what happens. Any chance you could provide us with a screen grab?

Re: PlusNet "ask a question"

adamwalker — Tue, 14 Sep 2010 09:12:41 GMT

I've just tried this and it worked just fine,
I tried raising a query by following the path of help and support, billing and payment then 'I Have Been Billed Incorrectly' I can see a box to enter a question then the 'send your question to the support team' link straight underneath.
If you try this again and don't see that button can you let us know which path you followed to try and raise a question?

Re: PlusNet "ask a question"

Strat — Tue, 14 Sep 2010 09:17:59 GMT

While we are on the subject.....
Help Assist...Broadband Speed...I Want to Report a Speed Problem links to this URL

https://www.plus.net/wizard/?redirect=http%3A%2F%2Ffaults.plus.netplus.net%2F%3Freturn_page%3D22224%26amp%3Btarget_page%3D22883%26amp%3Bwizard_id%3D38

which fails.

Re: PlusNet "ask a question"

adamwalker — Tue, 14 Sep 2010 09:44:25 GMT

Thanks Strat,
I'm raising a problem now, the link seems to want to redirect to faults.plus.netplus.net. which is obviously not valid.
Adam.

Re: PlusNet "ask a question"

adamwalker — Tue, 14 Sep 2010 10:01:10 GMT

Glad to say that within 2 minutes of raising an internal problem this has been fixed.

Re: PlusNet "ask a question"

Strat — Tue, 14 Sep 2010 10:18:39 GMT

You see the guys can do it when supplied with enough Tea
Cheers Adam

Re: PlusNet "ask a question"

Oldjim — Tue, 14 Sep 2010 10:22:49 GMT

So who bypassed Change Control and Quality Assurance then

Re: PlusNet "ask a question"

timsmith — Tue, 14 Sep 2010 10:31:07 GMT

Adam,
Clearly it was fixed before i managed to post a screenshot. Thanks for that.
Are you able to fix the other issue I have as quickly (credit limit)? I must admit, that that issues is causing me to consider leaving PlusNet today...
Tim

Re: PlusNet "ask a question"

thisoldman — Tue, 14 Sep 2010 10:38:15 GMT

tea?

someones had more than tea

Re: PlusNet "ask a question"

adamwalker — Tue, 14 Sep 2010 10:54:04 GMT

Oldjim,
We don't require change controls for such a basic change. , there was no point letting process get in the way of fixing such a simple issue, we only use those processes when more impactful changes need to be carried out. A problem was raised so everything was above board and accountable.

timsmith,
The credit limit issue will take longer I'm afraid, I'll keep an eye on how things are going for yourself today and will intervene if I need to.

Re: PlusNet "ask a question"

timsmith — Tue, 14 Sep 2010 10:56:31 GMT

Thanks Adam,
Is there a way I can contact you directly to give you the full story? I appreciate you being responsive which isnt what I feel having phoned the Customer Support line - it doesnt help I am in the US at the moment.
Thanks
Tim

Re: PlusNet "ask a question"

adamwalker — Tue, 14 Sep 2010 11:01:15 GMT

timsmith,
I'm not able to offer any help personally at the moment, this is nothing personal, my workload means I don't want to take on any other cases at the moment as I won't be able to give them the attention they deserve. There is a query being dealt with on your account at the moment and a capable colleague of mine will be dealing with this today. As promised I'll check back on things to make sure you are being helped.
Feel free to raise a ticket (asuming you are able to) or reply in the other post you raised with more details in the meantime.

FAO All,
Just to clarify my last response, the problem that has been fixed was the invalid URL as highlighted by Strat, we still need examples for the issue with the 'submit' button not appearing. So please do get a screen grab for us if you see the same issue.

Re: PlusNet "ask a question"

timsmith — Tue, 14 Sep 2010 11:03:27 GMT

screen shot attached.
PS - I would raise a ticket if I could click the submit button

Re: PlusNet "ask a question"

Strat — Tue, 14 Sep 2010 11:15:14 GMT

Can't you see the 'Send your question to the support team' button at the bottom as in my screen shot?

Re: PlusNet "ask a question"

timsmith — Tue, 14 Sep 2010 11:21:12 GMT

Sorry - the original screen shot didnt show the bottom. IVe attached a new one. Its just not there!

Re: PlusNet "ask a question"

Strat — Tue, 14 Sep 2010 11:42:38 GMT

I have just tried it in IE and as you say Timsmith it doesn't show.
So it's ok in Firefox and Chrome but not IE
Microsoft strikes Again

Re: PlusNet "ask a question"

timsmith — Tue, 14 Sep 2010 12:21:38 GMT

Strat,
Thanks for the troubleshooting - I havent got Chrome or Firefox available on my work laptop to check.
Tim

Re: PlusNet "ask a question"

adamwalker — Tue, 14 Sep 2010 12:41:08 GMT

Its back to the problem tool for me then! (that's what we use to log issues, not a derogatory name for one of my colleagues!) Cheers guys, keep you posted.

Re: PlusNet "ask a question"

Strat — Tue, 14 Sep 2010 12:44:57 GMT

You're welcome