topic Re: Contact Phone numbers in Plusnet Feedback

Contact Phone numbers

Oldjim — Fri, 17 Jul 2015 11:32:51 GMT

I saw this reply

Quote from: HarryB
Hey Stef1989,
If you call our customer options team on 0800 013 2632, they should be able to stop the cancellation and set up the housemove for you on just one call.

Why am I posting - because using the contact us route on the website having gone through the hoops and selected I am moving home and want to take Plusnet with me all I get is the standard phone number for Customer support
From landlines: 0800 432 0200
From mobiles: 0345 140 0200
7.30am - 10pm, every day Please have your username and password handy.

Re: Contact Phone numbers

Chris — Fri, 17 Jul 2015 11:43:10 GMT

Harry went through the route for 'I'm thinking of leaving' which gives the number he posted, it also gives the opening times for Customer Options. That's where the difference is.

Re: Contact Phone numbers

w23 — Fri, 17 Jul 2015 11:49:13 GMT

Not enough hoops (or possibly the wrong hoops), I managed to find http://www.plus.net/support/service/policies/cancellation.shtml after clicking 'Contact Customer Services' > 'Accounts and Billing' > 'Im thinking of Leaving' > 'I'm thinking of leaving Plusnet, what's the cancellation procedure?' > 'View The Cancellation Policy' then simply scroll down to paragraph 2. 'Requesting Cease of Service', sub-paragraph 4. 'A cancellation request for cease of service can be made in one of two ways:', bullet point 1:

Quote
By calling us: The quickest and easiest way to request a cancellation for cease of service is by calling our Customer Options Team on 0800 013 2632 or 0330 123 9197. For opening hours, please check our Contact us page. Any notice period that applies will start as soon as a call is made to our Customer Options Team.

'Simples'
Cancelling a cancellation and arranging a housemove is obviously nothing to do with moving house, it's 'I want to leave' - that's where you went wrong Jim.

Only because I know the customer options team mentioned above deal with requests to leave was it possible to make this 'obvious' link and select the correct 6 hoops. What's wrong with having a simple list of the phone numbers? Fancy 'clickyscripts' might seem like a good idea but most of us are simple folks who prefer a simple text list when we go looking for contact options.

Re: Contact Phone numbers

Oldjim — Fri, 17 Jul 2015 12:59:26 GMT

Chris
That isn't the point - why doesn't the moving home route get you to the right place

Re: Contact Phone numbers

HairyMcbiker — Fri, 17 Jul 2015 13:01:24 GMT

I phoned yesterday, after playing phone bingo* to get to the options team, even though that was the number I dialled, I gave up on the "current wait time is currently 30 minutes"
If you dial the standard number does it have bingo to get to the options team as well.
*phone bingo= you know where you press n then z then x then s then back to the start.

Re: Contact Phone numbers

HarryB — Fri, 17 Jul 2015 13:33:44 GMT

The number I provided gives the option for (1)Residential or (2)Business and then when I selected Res, I got the options for (1)Moving home or (2)Thinking of leaving or (3)Other.
In my opinion going through the contact us page for moving home should give the same number I provided, so I've flagged this with the appropriate people requesting that the page is updated.

Re: Contact Phone numbers

drunkenmonkey — Fri, 17 Jul 2015 18:12:08 GMT

Out of curiosity why do you still have 03x for mobile numbers up for 0800 numbers?

Re: Contact Phone numbers

HarryB — Fri, 17 Jul 2015 18:44:42 GMT

I believe it's just a case that it hasn't been updated yet, but we're aware of it and it will be updated.