topic Re: raise a new ticket or get customer support ... good luck to you! in Plusnet Feedback

raise a new ticket or get customer support ... good luck to you!

disruptive — Mon, 27 Feb 2017 13:26:32 GMT

I have used Plusnet for many years as ISP and phone line provider in multiple accounts simultaneously, and have even recommended them to many people. However I have come to realise that the Yorkshire straighforwardness portrayed in their ads is nowadays very much at odds with the reality. All attempts at communicating with tech or customer service has in my experience involved cumulative hours of waiting in phone queues, and via their ludicrous chat service I have met obstruction and obtuseness. Try emailing them and you will get an automated email (better than no reply, at least). saying 'Thank you for your email. Unfortunately we don't pick up any emails sent to this address. That's because emails can easily be lost, misdirected or even deleted and we think it's better if this doesn't happen.' So maybe use an online form? PlusNet's 'Ask a question or view your answers' page has an 'Open Questions' button and a 'Closed Questions' button. No way to actually ask a question, like 'Why is my Plusnet broadband permanently operating at a fraction of target speed?' I will be closing all my accounts. I could take the short-term easy route of sticking with PlusNet, but I think it's better if this doesn't happen.

Re: raise a new ticket or get customer support ... good luck to you!

JFR — Mon, 27 Feb 2017 18:50:12 GMT

I thought this was where I should raise a ticket - it's the nearest I've got in 30 minutes searching. Obviously the bosses are spending more money on selling their e-mail service to be bothered offering existing customers an e-mail contact point.

Re: raise a new ticket or get customer support ... good luck to you!

stevelee — Mon, 27 Feb 2017 19:48:11 GMT

I was going to write a very similar message. I am only on this forum out of frustration.

Re: raise a new ticket or get customer support ... good luck to you!

Anoush — Mon, 27 Feb 2017 20:41:07 GMT

Hello @disruptive and @stevelee

I am really sorry to hear you're having problems with contacting us. I'll be happy to try to help with what issues you're experiencing. Please can you private message me with your username and I'll get back to you tomorrow.

Re: raise a new ticket or get customer support ... good luck to you!

disruptive — Mon, 27 Feb 2017 20:50:25 GMT

@Anoush ... Thanks. How do I private message you from this thread?

Re: raise a new ticket or get customer support ... good luck to you!

Anoush — Mon, 27 Feb 2017 21:00:47 GMT

Click this: https://community.plus.net/t5/notes/privatenotespage/tab/compose/note-to-user-id/30733

Re: raise a new ticket or get customer support ... good luck to you!

disruptive — Mon, 27 Feb 2017 22:12:14 GMT

You said 'can you private message me with your username'. Now I know that I do this by clicking https://community.plus.net/t5/notes/privatenotespage/tab/compose/note-to-user-id/30733 so OK I'll private message you. But for the sake of other users of the PlusNet community is there a more general way of knowing how to do this without knowing the secret link? And much more importantly, is there a way of raising a support ticket that doesn't involve esoteric knowledge of obscure URLs? I don't know of any other website that makes it so hard to get support. I think that the URL https://www.plus.net/wizard/?p=wizard&page=22909&wizard_id=38 might possibly allow a ticket to be raised, but why is PlusNet blocking this feature from all the obvious pages where users are likely to look for it?

Anoush, if you are reading this: what is the official simple approved general method for a PlusNet user to raise a support ticket ?

Re: raise a new ticket or get customer support ... good luck to you!

Mav — Mon, 27 Feb 2017 22:30:06 GMT

@disruptive

The quickest way to send a private message when requested is to click on the user's name then select 'Send Private Message' from the next page.

Edit: Doing it this way automatically puts the recipient's name in the 'Send to' field.

Re: raise a new ticket or get customer support ... good luck to you!

hutleytj — Mon, 27 Feb 2017 22:30:23 GMT

I always find getting any support from Plusnet to be more than frustrating. I get an SMS from PlusNet but you can't reply. You just cannot get through to speak to anyone ! Today the call waiting time was 30 minutes ! That is just unreasonable. It has been like that for about 15 months that I can recall. It has been as high as 45 minutes. WHY don't they fix this issue?

My current problem is that the storm last Thursday brought down the line over the road and now I have no phone nor internet. Reported immediately. Already 4 days without. It is agony. They said they reported it to OpenReach. No update from PlusNet. I called OpenReach today, who answered their phone in moments, and they said they have no record of any issue at my postcode. I suspect that they are as badly organised as PlusNet. Not even 1/5 for customer service. I don't think that PlusNet have got any idea what customer service should be like. No idea at all. When I reported the issue, the young lady asked me to turn my phone and router off, open the box and look inside, etc etc ...and she said her software was telling me I have got a problem with my equipment ! That is whilst I am looking at the phone lines over the road hanging down to the ground.... so obviously the software is less than useless. So no customer service, no technical capability. What to do ...

Re: raise a new ticket or get customer support ... good luck to you!

Anoush — Mon, 27 Feb 2017 22:38:56 GMT

Thanks Mav.

@disruptive - As for raising a ticket, we've replaced this support channel with webchat as it allows us to respond and resolve queries more efficiently. Apologies that this hasn't been the case for you.

I believe the ticket link you're referring to allows you to make a complaint to us.

You can still raise a fault ticket to us by completing the broadband troubleshooter at http://faults.plus.net which will be worked by our faults team.

I've received your PM and I'll take a look at things tomorrow for you.

Re: raise a new ticket or get customer support ... good luck to you!

hutleytj — Mon, 27 Feb 2017 22:54:54 GMT

Anoush - you said "we've replaced this support channel with webchat as it allows us to respond and resolve queries more efficiently."

so where is the web chat option hidden away ?

If there is an efficient way to work with Plusnet I want to use it, as I never found one so far, but I need one.

Re: raise a new ticket or get customer support ... good luck to you!

Anoush — Mon, 27 Feb 2017 23:01:42 GMT

If you go to the Contact Us page https://www.plus.net/home-broadband/contact/ you should be given an option for webchat if the help articles don't resolve your query.

+Edit+
As for your initial post, I'm sorry to hear you're having problems with reporting a line fault to us.

If you've advised us there is visible damage to the Openreach network we should be raising a damage report to our suppliers.

I will see what I can do first thing tomorrow for you.

Re: raise a new ticket or get customer support ... good luck to you!

jelv — Mon, 27 Feb 2017 23:04:13 GMT

This is exactly why I've moved to an ISP that answers the phone in seconds and logs faults with BT immediately - not three days later when a short staffed, overworked faults department get round to it!

Re: raise a new ticket or get customer support ... good luck to you!

Anoush — Mon, 27 Feb 2017 23:08:24 GMT

A fault ticket should only be raised to Faults for broadband issues.

Line faults should be raised directly to Openreach through the appropriate means that all our technical support advisers have access to.

Re: raise a new ticket or get customer support ... good luck to you!

rongtw — Tue, 28 Feb 2017 07:37:32 GMT

@Anoush I must point out that Customers need another avenue to Contact PN , Despite the promises of reduced call times which have not happened , even the Chat wait times are getting worse !

The ticket system was the perfect avenue for customers to contact PN for minor problems Sadly removed by PN

Re: raise a new ticket or get customer support ... good luck to you!

disruptive — Tue, 28 Feb 2017 10:34:35 GMT

@jelv .. your 'why I left plusnet' post was very interesting and detailed ... fits with my experience of PlusNet as an organisation that seems to think that ignoring customer feedback is a cost-saving, rather than the reality which is a path to pointless declining reputation and consequent commercial decline.

fyi your link to http://aaisp.net/broadband-home1.html needs updating.

Re: raise a new ticket or get customer support ... good luck to you!

Anoush — Tue, 28 Feb 2017 10:39:01 GMT

@disruptive - I have tested your line and I'm not detecting a problem. Your router is in sync at 5.2 Mbps within your speed estimate of between 1 Mbps and 3.5 Mbps.

Can you provide me with a bit more detail as to what the issue you're experiencing please?

@hutleytj - I've looked into your account and I can see you reported the fault to us last Friday and the response time we were advised of by our suppliers is 28/02/17 23:59:59.

I'd expect an engineer to investigate this today. We will provide a further update for you tomorrow via your account. I'm really sorry for the inconvenience caused.

@JFR / @stevelee - Anything I can help with on here?

Re: raise a new ticket or get customer support ... good luck to you!

jelv — Tue, 28 Feb 2017 10:44:10 GMT

@disruptive wrote:

fyi your link to http://aaisp.net/broadband-home1.html needs updating.

Thanks - done

Re: raise a new ticket or get customer support ... good luck to you!

hutleytj — Tue, 28 Feb 2017 21:06:56 GMT

Anoush - thanks for checking for me. it is now 9pm Tuesday 28 February, so we can quite safely assume that OpenReach will not come out and repair the line before midnight. Or should I keep looking out of the front door, just in case?? That is 5 days with no phone or internet, and still no schedule to fix it. In any other modern company, we get a time window, which means they are organised, plan ahead, communicate with the customer. I think the PlusNet statement that it will be fixed by 28-FEB or earlier is based only on wishful thinking. First thing Wednesday, I need someone to write to me or phone me and let me know what time the engineer is coming Wednesday to resolve the problem.

Re: raise a new ticket or get customer support ... good luck to you!

Anoush — Tue, 28 Feb 2017 21:11:31 GMT

I'm sorry to hear the fault isn't resolved still.

It's likely we'll need to call Openreach tomorrow for an update.

The fault we've detected is external so I wouldn't wait around for them as they may not visit you.

I'll update you tomorrow.