topic Re: Submitting a ticket method gone? in Plusnet Feedback

Submitting a ticket method gone?

Splooshy — Thu, 10 Mar 2016 21:35:47 GMT

I've looked all over the place, searched Help and Support, clicked links...and the closest i got was *ask Jess a question* (she didn't know the bloody answer just sent me to another lot of links ), and the question wasn't even there! So my result of running all around the site looking where to post my ticket just ended up with "contact us by phoning.."
Pfffttttt what??? Not being funny, but i'm on the blummin phone all day at work. Why ohh why Plusnet would you want to make me be on the phone again (quite possibly for a very long time) just to tell you that the power button on my Technicolor router won't stay in?? Due to the design a lacky band is not that functional without a bit of sellotape to help it out keeping the button in. It's only just barely hanging in there keeping me going. And i don't know if the router has got an allergic reaction to latex but it's not performing like it used to. It seems to be constantly resetting. I click a link to load a page and get a *webpage not available* (or something like that..i've slept since yesterday) and then in the next breath (or a couple of retry clicks *plink* the page is there and loaded. The router is also kicking up a stink letting my upstairs computer use it. I have the wifi... it shows i'm connected...but when i open up my browser *Connecting...resolving host* and nope! I have to go and unplug the router for a minute or so, start it back up and then it lets me load as normal. Never ever had problems with it before and nothing has changed.
Oh, and it does NOT like letting me log into the router. I get the *Server is available but not responding* and it's apparently not accepting any connections on port 80. And nothing to do with my firewall.
So please....do i really have to stay on the phone waiting to get through for god knows how long....to relay the above??? Is there not a link you can click to request a new router etc due to becoming faulty & kerknackered?

Re: Submitting a ticket method gone?

St3 — Thu, 10 Mar 2016 22:58:07 GMT

i totally understand, there was an option to raise a ticket but again i cant see it anymore myself........ why do they make it hard to raise a ticket ? Most of the stuff on the help pages are just tutorials.

Re: Submitting a ticket method gone?

runhare — Thu, 10 Mar 2016 23:23:52 GMT

Hi Splooshy,
Tickets are not encouarged any more though they do still exist within PN's system so you can follow progress with faults and add details ! PN say they achieve superior customer satisfaction by using the Chat and phone methods for reporting, but you can't riase one in the way you may have been used to. You now have to follow the approriate troubleshooter.
However to save you some time trying to get in touch with support via Chat or phone & futile looking for the way to raise a ticket and so forth, consider this:
If your router is more than a year old PN are under no obligation to to replace it if it develops a fault: They might but it my experience it will be a hassle. If you agree to take out a new contract and upgarde they may supply a new router. But the PN routers are not fantastic and to save yourself time and grief why not buy one from the high street or on line? A well known auction site should have plenty of suitable models for sale.
Which model router do you have? If you need more advice then post back here .
GPS

Re: Submitting a ticket method gone?

Splooshy — Fri, 11 Mar 2016 15:23:42 GMT

Hey guys
I've been with PN since Oct 2013 and this is the first time i've had to pop on the site in years. Only ever had to submit a ticket once before so i'm a bit peeved to find that now you have to phone. Being at work all day which involves being on the phone a lot, the last thing anybody wants to do is get home and get on the phone again. Plus the irony that it's an internet provider for people to use the internet for their needs...and you have to PHONE them ::). Out of curiosity is the customer support UK based or outsourced abroad?
Thanks for the tip about the hassle and no obligation to replace it gpsmout. I used to be with Be* before i hopped over to PN and i'm sure i've still got the Technicolour router from them tucked away somewhere, but think i may have a look at what nice new spanky ones there are. The only thing that bothers me about using a different router is sorting the settings for it. I'll admit, since PN's router was all nicely set up ready to plug in and go, i've got pretty rusty with setting up routers since the days back at Be*. A girl's got better things to do like online shopping lol
Sooo...as PN's router was all set up already. I've noted down the primary and secondary DNS servers info they gave in my account section. Can you remind me of where to get and what else i will need to set up a new router please gpsmout? I need to iron out a few brain wrinkles here.

Re: Submitting a ticket method gone?

Chris — Fri, 11 Mar 2016 15:24:43 GMT

FYI you don't have to phone, there's also a live chat service now.
If you visit https://www.plus.net/home-broadband/contact/ and choose what your issue is about, it'll give you the option of Live Chat. It's worth noting that if you use an ad-blocker it may stop live chat working, so you'll need to add an exception.

Re: Submitting a ticket method gone?

bhaltair — Fri, 11 Mar 2016 17:20:06 GMT

yes there is the live chat option which I resorted to using today after first phoning and being informed there was a 15 minute queue. I had a 20 minute wait on the chat system before someone answered and even then they were unable to answer my questions. The ticket system is still active if you make a complaint but there is no logical way to review open tickets from My Account.

Re: Submitting a ticket method gone?

amcclean — Fri, 11 Mar 2016 20:09:40 GMT

Chat system is not always able to help from experience. If you ask anything to tech they ask you to raise a fault.
The old ticket system in my experience was far superior. I do think it's setup was it's downfall though in that in adding to a ticket it sent it to the back of the queue and probably created to many customers being frustrated with response times.

Re: Submitting a ticket method gone?

Gel — Fri, 11 Mar 2016 22:33:34 GMT

If your contract is up for renewal you can bag a free modem when you renew!

Re: Submitting a ticket method gone?

rongtw — Fri, 11 Mar 2016 22:36:39 GMT

Podman , I agree old system was FAR superior and had less COMPLAINTS !!

Re: Submitting a ticket method gone?

Splooshy — Sat, 12 Mar 2016 11:46:10 GMT

Well, i've gone for the less hassle option of getting myself a nice spanky new router. Picking up the TP-Link Archer C2 wireless cable & fibre router later today.
I think i've got everything i need noted down for set up and found some useful set up steps to help avoid hiccups.
2 people have mentioned now about when my contract is up for renewal. I've never heard anything about renewing my contract? I just joined and have been merrily surfing away ever since and paying my dues every month as you do.
Touch wood i've not had any reason to look elsewhere. (really shouldn't open mouth too soon...bite & arse )

Re: Submitting a ticket method gone?

Splooshy — Sat, 12 Mar 2016 11:48:42 GMT

oops...they censor the word arris

Re: Submitting a ticket method gone?

anniesboy — Sat, 12 Mar 2016 11:55:50 GMT

I recently rang COT recontacted for 18 months, got a Hub 1 for cost of P&P ,plus a deal on monthly payment.

Re: Submitting a ticket method gone?

Charles101 — Sat, 12 Mar 2016 14:55:39 GMT

I've had a line fault, couldn't find a way to raise a ticket. Took me 30min waiting on the phone before it was answered, not good service. They did a line test and yes I have a line problem and sent an email to arrange an engineer asking what times. Responded to the email only to have it come back some time latter, next day, saying that email address isn't monitored. So trying to notify about engineer times lost another day.
Mobile message and email and online all give complete run-round that doesn't allow any actually communication. It's now either phone, long wait, or its webchat again long wait. NOT good service, though I did get through to help on the phone who also didn't know their was no longer a ticket system.

Re: Submitting a ticket method gone?

Anon — Mon, 14 Mar 2016 00:27:26 GMT

You can raise a ticket this way
Go to http://www.plus.net/support/service/policies/complaints_code_of_practice.shtml
read Help Assistant and click on "in writing, click here" it will take you to where you can raise a ticket or read your tickets and any answers that Plus Net have deigned to give.

Re: Submitting a ticket method gone?

Chris — Mon, 14 Mar 2016 08:44:55 GMT

Please note, that's not a support ticket, that's a complaint which is staffed by the complaints team. So technical issues, faults etc are best asked via Live Chat or calling in.

Re: Submitting a ticket method gone?

runhare — Mon, 14 Mar 2016 19:11:32 GMT

A couple of points:
1. Waiting times on PN phones do seem to have increased a lot , but I would say they are no longer than any other company's customer service: bank, insurance. electricity, water, other ISP's . Its a fact of life that if you phone a company for customer support you will wait a long time, 10, 20, 30 minutes is not untypical and is to be excepcted especially at peak time . So I can't really see why so many people seem to get so hot under the collar about waiting!
2. Splosshy, PN don't tell you when your contract is due/ you need to check your account.
3.to avoid getting stuck with new router log into your account first and go to the Connection Settings page:

Its all there:
this is mine for instance

Connection settings for manual connection
Always on broadband xDSL
Dial-up access (BT Line) N/A
Dial-up access (non-BT Line) 0845 1400101
Login name xxxxxxxxxxxxxx@plusdsl.net
Password ********
Authentication Method CHAP
Server type PPP
IP Address Server assigned
Local Rate Dialup
Dial-up access (BT Line) 1470, 0845 1400101
Dial-up access (non-BT Line) 0845 1400101
Login name xxxxxxxxxxxx
Password ********
Authentication Method PAP or CHAP
Server type PPP
IP Address Server assigned
Other settings for manual connection
Primary DNS Server 212.159.13.49
Secondary DNS Server 212.159.13.50
Optional tertiary DNS server 212.159.6.9
POP3 (incoming mail) Server mail.plus.net
POP3 login name xxxxxxxxxxxxxxx
POP3 password ********
IMAP Server imap.plus.net
SMTP (outgoing mail) Server relay.plus.net
Your email address yourname@xxxxxxxxxxxxxx.plus.com
News Server usenet.plus.net
NTP Server ntp.plus.net

if you do get stcuk I would phone in and cross your fingers that the wait is not too long!

Re: Submitting a ticket method gone?

Anotherone — Mon, 14 Mar 2016 20:26:51 GMT

Quote from: Chris
Please note, that's not a support ticket, that's a complaint which is staffed by the complaints team. So technical issues, faults etc are best asked via Live Chat or calling in.

Cough cough. And what's wrong with http://faults.plus.net/ for Broadband faults or the Phone Trouibleshooter for phone faults ?

Quote from: podman
.......I do think it's setup was it's downfall though in that in adding to a ticket it sent it to the back of the queue and probably created to many customers being frustrated with response times.

That was Fixed BEFORE they got rid of the ticket system for general matters.

Quote from: Charles101
........Mobile message and email and online all give complete run-round that doesn't allow any actually communication.

They should have given you a link which would have taken you to the ticket that was raised for your fault!
The Trouble shooters do raise tickets, and you can do so for limited other matters. See the links in my sig for how to get there.
And you may all care to see http://community.plus.net/forum/index.php/topic,138400.0.html

Re: Submitting a ticket method gone?

Splooshy — Mon, 14 Mar 2016 22:05:05 GMT

Quote from: gpsmout
A couple of points:
1. Waiting times on PN phones do seem to have increased a lot , but I would say they are no longer than any other company's customer service: bank, insurance. electricity, water, other ISP's . Its a fact of life that if you phone a company for customer support you will wait a long time, 10, 20, 30 minutes is not untypical and is to be excepcted especially at peak time . So I can't really see why so many people seem to get so hot under the collar about waiting!
2. Splosshy, PN don't tell you when your contract is due/ you need to check your account.
3.to avoid getting stuck with new router log into your account first and go to the Connection Settings page:

Its all there:
this is mine for instance
Connection settings for manual connection
Always on broadband xDSL
Dial-up access (BT Line) N/A
Dial-up access (non-BT Line) 0845 1400101
Login name xxxxxxxxxxxxxx@plusdsl.net
Password ********
Authentication Method CHAP
Server type PPP
IP Address Server assigned
Local Rate Dialup
Dial-up access (BT Line) 1470, 0845 1400101
Dial-up access (non-BT Line) 0845 1400101
Login name xxxxxxxxxxxx
Password ********
Authentication Method PAP or CHAP
Server type PPP
IP Address Server assigned
Other settings for manual connection
Primary DNS Server 212.159.13.49
Secondary DNS Server 212.159.13.50
Optional tertiary DNS server 212.159.6.9
POP3 (incoming mail) Server mail.plus.net
POP3 login name xxxxxxxxxxxxxxx
POP3 password ********
IMAP Server imap.plus.net
SMTP (outgoing mail) Server relay.plus.net
Your email address yourname@xxxxxxxxxxxxxx.plus.com
News Server usenet.plus.net
NTP Server ntp.plus.net

if you do get stcuk I would phone in and cross your fingers that the wait is not too long!

Thanks gpsmout ;). I'd noted down my settings in my account, but when it came to setting up the router bahhh!!!! Had to put it back in the box after a couple of hours before i chucked my upstairs pute out the window!! Got wifi okay but wasn't playing ball with the internet >:(. Got some helpful steps from a post on Amazon from someone who'd bought one, and whadda ya know. I just did it auto detect with no input DNS/ip etc and it worked! Hope i can say the same after i've shut it down and start up again tomorrow lol
Anotherone....i hit the poll vote the other day when i was searching round the forum for clues. I'd like to have the ticket system back and combine it with the chat option for ppl too.

Re: Submitting a ticket method gone?

Anotherone — Mon, 14 Mar 2016 22:23:31 GMT

@Splooshy
I've noticed a lot of replies here that aren't actually helping you achieve what you need. Let's start at the beginning again. Is it the Plusnet TG582N that you are suffering a problem with?
Are you able to log in and get the stats for example - use the link in my sig.
Are you having a problem with all websites or just some or is it random?

Re: Submitting a ticket method gone?

Anotherone — Mon, 14 Mar 2016 22:31:48 GMT

As far as the power button goes, try folding a piece of paper a few times and wedge it between the button and the case, but perhaps leave that until daytime tomorrow, don't really want the risk of more disconnects today if you've already had a few.