topic Re: Why do Plusnet insist on a mobile number when reporting a fault in Plusnet Feedback

Why do Plusnet insist on a mobile number when reporting a fault

Oldjim — Fri, 04 Sep 2015 17:34:34 GMT

There are two cases where this is stopping the user raising a fault http://community.plus.net/forum/index.php/topic,143222.0.html and http://community.plus.net/forum/index.php/topic,143451.0.html
This is totally unacceptable
What if the user doesn't have a mobile phone or, as in my case, there isn't a mobile signal so the number will be of no use

Re: Why do Plusnet insist on a mobile number when reporting a fault

ScottStorey — Fri, 04 Sep 2015 18:11:51 GMT

You aren't forced to.
When raising tickets if you have no mobile number and untick "Receive updates via text message to:" it raises a ticket.
When going through faults.plus.net mobile number isn't a required field.

Re: Why do Plusnet insist on a mobile number when reporting a fault

Oldjim — Fri, 04 Sep 2015 18:22:32 GMT

So why, in the two threads I linked do they say that they can't complete because the mobile number isn't recognised

Re: Why do Plusnet insist on a mobile number when reporting a fault

chenks76 — Fri, 04 Sep 2015 18:46:21 GMT

maybe they are doofus's?
have you tried it yourself to confirm that what they report is accurate?

Re: Why do Plusnet insist on a mobile number when reporting a fault

Oldjim — Fri, 04 Sep 2015 18:56:13 GMT

not recently as the only time I needed to report a fault was by phone as I didn't have any internet

Re: Why do Plusnet insist on a mobile number when reporting a fault

jelv — Fri, 04 Sep 2015 19:19:34 GMT

Quote from: Scott
You aren't forced to.
When raising tickets if you have no mobile number and untick "Receive updates via text message to:" it raises a ticket.
When going through faults.plus.net mobile number isn't a required field.

So presumably the box to untick is immediately below the box asking for the mobile phone number and there is explanatory text to say if you have no mobile you have to untick the box.
Perhaps someone could post a screen shot?

Re: Why do Plusnet insist on a mobile number when reporting a fault

jelv — Fri, 04 Sep 2015 19:22:45 GMT

I'd also like an explanation of one one of the examples has posted this:

Quote from: LastChance
And even unchecking the tick box: Receive updates via text message to: 07xxxxxxxxxx
It still prevents me from sending the support ticket, even if I don't request that it updates me via the mobile.

Perhaps an idiot programmer has not twigged that if the box is unticked there is no need to validate the number?

Re: Why do Plusnet insist on a mobile number when reporting a fault

jelv — Fri, 04 Sep 2015 19:24:44 GMT

Prediction: someone from Plusnet will post to say they've raised a problem to get this addressed by either making it clearer or some other change.
And in 6 months time it will still be the same as now.

Re: Why do Plusnet insist on a mobile number when reporting a fault

dvorak — Fri, 04 Sep 2015 19:25:43 GMT

mod:note
i don't think there's any need for derogatory terms about PN staff or other customers.

Re: Why do Plusnet insist on a mobile number when reporting a fault

rongtw — Fri, 04 Sep 2015 20:57:34 GMT

I dont think it was meant to be personnel , its just a reflection of present circumstances as it is what generally occurs

Re: Why do Plusnet insist on a mobile number when reporting a fault

davidj66 — Sat, 05 Sep 2015 09:04:02 GMT

Unfortunately its not just PN who have this obsession re mobile nos. I had a heated conversation with a Customer services person at a major bank the other day; I explained that my mobile is useless at home -but he insisted that they have no mechanism to send codes for certain internet banking transactions other than by mobile text message - I have to go out into the road to receive the text !!! then go back in to complete the transaction, hoping that it hasn't logged me out due to inactivity in the meantime!!

Re: Why do Plusnet insist on a mobile number when reporting a fault

w23 — Sat, 05 Sep 2015 10:20:21 GMT

That's really daft. Many home phones are perfectly capable of receiving text messages, besides which, my bank is happy enough to authenticate via an automated voice call on my landline.