topic Re: Top Up Help in Plusnet Feedback

Changed toTop Up Hell

glloyd — Tue, 07 Feb 2012 16:16:40 GMT

Can someone in CS please tell me how on earth I top up my VOIP account I've spent over twenty minutes going round in circles. Following the email advice just sends you round in circles and trying to phone to get advice is a disgrace, sitting there listing to what sounds like a clapped out transistor radio with more noise than music for god knows how long. The so called Help Assistant realy want's sorting out, you need a help assistant to work out how the stupid thing works.

Re: Top Up Help

adamwalker — Tue, 07 Feb 2012 16:40:37 GMT

Hi George,
you actually need to raise a ticket to top up your VOIP account.
This should get you to the right part of the help assistant: https://portal.plus.net/wizard/?p=wizard&page=22983&wizard_id=38

Re: Top Up Help

glloyd — Wed, 08 Feb 2012 09:39:26 GMT

Thank you Adam. This is a very poor way to have to top up. Surely it cannot be beyond your software engineers to put a simple form in the VOIP management area. They have had years to tidy it up and make easier to top up.

Re: Top Up Help

adamwalker — Wed, 08 Feb 2012 09:59:33 GMT

I hear what you're saying, demand for such a thing just isn't there at the moment though I'm afraid.

Re: Top Up Help

glloyd — Thu, 09 Feb 2012 14:59:58 GMT

What do you mean there is no demand, don't people top of their broadband account? I followed your link and raised a ticket, guess what? I get a message to say they can't take top up via a ticket I'll have to phone. So I phone, and instead of topping up my VOIP account they top up my Home phone. Second attempt my VOIP gets topped up but can't even get that right, have to take two amounts. I have 4 Sipgate accounts for my son and grandsons. It takes me seconds to top up, no tickets. no long winded phone calls. A simple payemt form would take minutes to write.

Re: Top Up Help

adamwalker — Thu, 09 Feb 2012 15:11:35 GMT

Quote
I get a message to say they can't take top up via a ticket I'll have to phone

Sorry George, you shouldn't have been told that we should offer to call you so we can confirm the necessary details for billing (after raising a ticket) feedback has been given.

Re: Top Up Help

MisterW — Thu, 09 Feb 2012 15:34:17 GMT

Quote
I get a message to say they can't take top up via a ticket I'll have to phone.

Last time I topped up, all that was needed was to raise the ticket!.

Re: Top Up Help

glloyd — Thu, 09 Feb 2012 16:39:40 GMT

Even raising a ticket is not a satifactory way of doing it. All it needs is a simple form on the VOIP account manager. Plusnet is supposed to be serious well run business yet they cannot provide a simple way to top up VOIP accounts.

Re: Top Up Help

adamwalker — Thu, 09 Feb 2012 17:20:23 GMT

Quote
all that was needed was to raise the ticket!.

That had to change with the introduction of increased security against card payments, meaning that we have to take the CV2 code.

Re: Top Up Help

glloyd — Fri, 10 Feb 2012 10:54:50 GMT

Easily fixed with a simple form on the VOIP account manager pages. Nearly 24 hours and still no top up credit showing on my account, unbelievable.

Re: Top Up Help

glloyd — Sat, 11 Feb 2012 10:33:56 GMT

What a joke. Wednesday morning at 9.30am I sent the first request to top up the credit on my VOIP account and although the money was taken on Thursday, after a lot of mucking about, there is still no credit showing on my account Saturday morning

Re: Changed toTop Up Hell

adamwalker — Mon, 13 Feb 2012 09:56:25 GMT

I'mm sorry about that glloyd. I can see that we did advise on ticket 51876290 that we were experiencing problems adding VOIP credit. I can see it was sorted when you called in.