topic Re: Plusnet support contact email address in Plusnet Feedback

Plusnet support contact email address

chrisbr — Fri, 10 Jun 2016 06:21:58 GMT

Can anybody tell me what the Plusnet support contact email address is?

I have an issue that online chat are unable to resolve.

Thanks

Chris

Re: Plusnet support contact email address

Darkfire — Fri, 10 Jun 2016 07:42:15 GMT

At this time we don't have any email contacts for these kinds of issues, one issue that I can see with using an email for these purposes is that it can attract spam meaning we cannot find the issues that need looking into.

What is the issue you are having and I can take a look into it for you

Re: Plusnet support contact email address

shutter — Thu, 14 Jul 2016 08:58:12 GMT

Having tried, and, it seems, unsuccessfully to post a new thread, I searched and find this thread... so I am copying it to this, thread...

Mods, Please note, I am not trying to "Spam" this forum... My thread just doesn `t show up, when I look for it...

*****************************************************************************************************************************************************

I have had a couple of emails, addressed to my email address with PlusNet, that "purport" to come from PlusNet,

See below

I searched on the net, for reporting phishing emails on PlusNet, and was directed to a page, that then said, that the page had been removed, as the information on it, was either out of date, or no longer relevant.. and no link to an updated page, indicating that PlusNet have not, as yet, updated the page, or have anything "relevant" to say about how to contact them regarding phishing emails.

I also searched for an email address to report these phishing and scam emails to PlusNet. using the following search criteria on Google... Plusnet Customer Service Email address

the first response is this....

___________________________________________________________________________________________

Contact | Plusnet

https://www.plus.net/home-broadband/contact/

Use Live Chat, email, phone or send a message to contact us. ... Our award-winning customer support is available 7 days a week. Contact customer services or ...

_____________________________________________________________________________________________

Note the wording... email............. so I clicked the suggestion,... but after searching all the options the only email address I could find was one for the Media to contact Plusnet pressroom@plus.net

so much for... "our award winning customer service"........

Other companies with a large ( or any ) customer base, provide an easy to find "spoof@ xxxxxxx" email address (or similar) so that their customers can report the criminal activity to them....

PlusNet does not seem to provide the same level of Customer Service on this point, and by not doing so, they are, by default, approving of, and assisting the criminals to carry on sending the phishing emails.

If there is an email address to contact Customer Support, or just to send these messages to PlusNet for action, then it should be made more obvious under the "Contact Us" button on the top of all (?) pages of the website.

PlusNet keep banging on about "we`ll do you proud"... but this is a failure they should not be proud of........

Because I could not find it, and as a warning to others who may think this kind of email is genuine, I am posting those that I have received in the past few days. in the hope that PlusNet will be able to do something that other companies do with the "spoof" emails they receive from their customers.

Yeah, I know it is not addressed to me personally, but it is signed "Customer Support"

My email address has been corrupted by XXXXXXXXXXXXXXXXXXXXXX for safety !.

_____________________________________________________________________________________________

From - Sat Jul 09 23:25:58 2016
X-Account-Key: account1
X-UIDL: UID27008-1191341690
X-Mozilla-Status: 0001
X-Mozilla-Status2: 00000000
X-Mozilla-Keys:                                                                                 
From: Email Alerting Service <unquarantine@quarantine.plus.com>
Subject: Alert:  An email addressed to you has been quarantined
To: xxxxxxxxxxxxxxxxxx.plus.com
Date: Sat, 09 Jul 2016 23:19:07 +0100
Message-Id: <4539e25e3b53c5df92379197c531394d@ryannavarro.com>
X-Antivirus: avast! (VPS 160709-0, 09/07/2016), Inbound message
X-Antivirus-Status: Clean

Dear Plusnet Customer,

You are receiving this mail because you have an active virus-scanning
service, and either a banned file extension or an email containing
a virus has been sent to your address.

The mail was sent to you from:

*       "FedEx International Economy" <angel.costa@ryannavarro.com>

The subject line of the mail received was:

*       [-SPAM-] Delivery Notification, ID 000380934

In order to protect you, this email has been stored on our servers
and quarantined.  If you wish to retrieve this, please send an
email to unquarantine@quarantine.plus.com containing the following information;

----------------------- SUPPORT INFORMATION ----------------------
Quarantine-Id: 51f92ffbb1fb0f51fbc096ff95b038f55174
Message-Id: <4539e25e3b53c5df92379197c531394d@ryannavarro.com>
To: xxxxxxxxxxxxxxxxxxx.plus.com
----------------------- SUPPORT INFORMATION ----------------------

It should be possible to reply to this mail to retrieve your email,
as long as your email application includes this entire message in
the reply.

Kind Regards,
Customer Support.

___________________________________________________________________________________________

From - Wed Jul 13 09:38:19 2016
X-Account-Key: account1
X-UIDL: UID27069-1191341690
X-Mozilla-Status: 0001
X-Mozilla-Status2: 00000000
X-Mozilla-Keys:                                                                                 
From: Email Alerting Service <unquarantine@quarantine.plus.com>
Subject: Alert:  An email addressed to you has been quarantined
To: xxxxxxxxxxxxxxxxxxxxx.plus.com
Date: Wed, 13 Jul 2016 09:28:28 +0100
Message-Id: <7f93dc50da3805be0c1383904f562551@retra-perm.ru>
X-Antivirus: avast! (VPS 160712-2, 12/07/2016), Inbound message
X-Antivirus-Status: Clean

Dear Plusnet Customer,

You are receiving this mail because you have an active virus-scanning
service, and either a banned file extension or an email containing
a virus has been sent to your address.

The mail was sent to you from:

*       "FedEx International MailService" <eduardo.hardin@retra-perm.ru>

The subject line of the mail received was:

*       [-SPAM-] Problem with parcel shipping, ID:0000202161

In order to protect you, this email has been stored on our servers
and quarantined.  If you wish to retrieve this, please send an
email to unquarantine@quarantine.plus.com containing the following information;

----------------------- SUPPORT INFORMATION ----------------------
Quarantine-Id: 54e29ec18356d08fe489f000200d77ab26747
Message-Id: <7f93dc50da3805be0c1383904f562551@retra-perm.ru>
To: xxxxxxxxxxxxxxxxxxxx.plus.com
----------------------- SUPPORT INFORMATION ----------------------

It should be possible to reply to this mail to retrieve your email,
as long as your email application includes this entire message in
the reply.

Kind Regards,
Customer Support.

_____________________________________________________________________________________________

From - Wed Jul 13 22:10:40 2016
X-Account-Key: account1
X-UIDL: UID27077-1191341690
X-Mozilla-Status: 0001
X-Mozilla-Status2: 00000000
X-Mozilla-Keys:                                                                                 
From: Email Alerting Service <unquarantine@quarantine.plus.com>
Subject: Alert:  An email addressed to you has been quarantined
To: xxxxxxxxxxxxxxxxxxxxx.plus.com
Date: Wed, 13 Jul 2016 22:02:48 +0100
Message-Id: <6dba913b5f565da54180054c83ac603f@ceaweather.com>
X-Antivirus: avast! (VPS 160713-1, 13/07/2016), Inbound message
X-Antivirus-Status: Clean

Dear Plusnet Customer,

You are receiving this mail because you have an active virus-scanning
service, and either a banned file extension or an email containing
a virus has been sent to your address.

The mail was sent to you from:

*       "FedEx 2Day A.M." <douglas.mooney@ceaweather.com>

The subject line of the mail received was:

*       [-SPAM-] We could not deliver your parcel, #0000189080

In order to protect you, this email has been stored on our servers
and quarantined.  If you wish to retrieve this, please send an
email to unquarantine@quarantine.plus.com containing the following information;

----------------------- SUPPORT INFORMATION ----------------------
Quarantine-Id: 360e3975b1efe4bcb38a257ca3e9001414519
Message-Id: <6dba913b5f565da54180054c83ac603f@ceaweather.com>
To: xxxxxxxxxxxxxxxxxxxxx.plus.com
----------------------- SUPPORT INFORMATION ----------------------

It should be possible to reply to this mail to retrieve your email,
as long as your email application includes this entire message in
the reply.

Kind Regards,
Customer Support.

____________________________________________________________________________________________

I am sure I posted this ( or very similar) on Feedback about Midnight last night ( 13th July) but could not find it this morning when I logged on... so I have had to redo it...

Perhaps someone from Plusnet can let me , and others, know where we can send phishing emails , as above, purporting to come from Plusnet Customer Service, so that they may be dealt with .

Re: Plusnet support contact email address

Chris — Thu, 14 Jul 2016 09:13:18 GMT

They aren't phishing emails. They are emails that have been quarantined as our system detected something untoward in them and the email advises you on how to retrieve them if you want them.

Re: Plusnet support contact email address

RealAleMadrid — Thu, 14 Jul 2016 09:32:17 GMT

@shutter, you have posted a similar thread in the "Everything Else" forum.

Re: Plusnet support contact email address

shutter — Thu, 14 Jul 2016 09:34:59 GMT

Yes... that appears to be true.... I have just had "issues" with Live Chat about the original, and also the second version not appearing... apparently, according to "chris" in "social media" the "system" blocked them as it thought they were spam ! ! !

However, he/she could not see any reason why they would be blocked... ! !

Re: Plusnet support contact email address

shutter — Thu, 14 Jul 2016 09:44:53 GMT

@Chris Generally, emails such as you are saying, are not addressed to "Dear Plusnet customer" unless they are phishing/spam messages...

So, if, as you say, it is a "genuine" PN message, why was it not addressed to me, personally, with my full name ?

You also fail to address the crux of the matter in my post, regarding the lack of " spoof @....... " customer support or any means of contacting Plusnet by email, despite what it says on the google search item as mentioned in my post...

Lack of customer support on where to send "phishing emails" purporting to come from PlusNet, is hardly "doing us proud" and , as also mentioned in my post, is, by default, approving, and assisting criminals to send this kind of message .

Re: Plusnet support contact email address

Chris — Thu, 14 Jul 2016 09:50:03 GMT

You can contact our support on live chat to report phising emails and they can advise on this further.

The unquarantine emails have always had the same format, I'm not aware of any plans to change these I'm afraid.

Re: Plusnet support contact email address

shutter — Thu, 14 Jul 2016 11:48:32 GMT

Of course, you can. and you can phone up. but you cannot contact plusnet by email, unless you belong to "The Media"...

WE, are the customers, but it seems that the "Award winning customer service" is beginning to lose it`s shine, ...

There used to be a saying, " The customer is always right"... but from Plusnet`s attitude, it seems, only "some" of them are right.... "some of the time".... and "some" of them are right "Part of the time", but in effect, some are wrong, most of the time.

In this case, customers have to spend hours trying to find out how to report spam/phishing/hacking emails, due to lack of email contact addresses.....and there is no info page that can easily be accessed, as they think it is "out of date", or "no longer relevant"... ...

@Chris.... surely, it would not be too difficult to put a page up, with up to date information, that is, as well, relevant, to the problem you are causing by not having such a page. It should of course, explain why PlusNet does not want to be contacted by email regarding these criminal activities, and the alternative methods of reporting such to PlusNet.

That, would, at least, go some way towards backing up the claims, that "We will do you proud".,... and the "award winning customer service" claim too...

By the way... you also need to re-address what it says about contacting PlusNet via email, in the linky that I put up at the start of the thread... as it is totally untrue.. ( unless you belong to "the media"... )

Re: Plusnet support contact email address

Chris — Thu, 14 Jul 2016 15:01:22 GMT

but you cannot contact plusnet by email, unless you belong to "The Media"..

We've never used email for support queries, certainly not in my 10 years here.

In this case, customers have to spend hours trying to find out how to report spam/phishing/hacking emails, due to lack of email contact addresses.....and there is no info page that can easily be accessed, as they think it is "out of date", or "no longer relevant"... ...

As mentioned previously the ways to report this are via the contact methods we do use, calls and chat. I'm confident it doesn't take hours to find out how to contact our support team.

___________________________________________________________________________________________

Contact | Plusnet

https://www.plus.net/home-broadband/contact/
Use Live Chat, email, phone or send a message to contact us. ... Our award-winning customer support is available 7 days a week. Contact customer services or ...

I've flagged that this is appearing on Google up internally. Thank you.

Re: Plusnet support contact email address

shutter — Thu, 14 Jul 2016 15:19:46 GMT

Well, I must be a bit thick then, cos it did take me hours to decide that there was no way I could contact PlusNet via email... I was constantly referred back to previous pages, and kept trying alternatives, thinking that I had missed some part of the process, somewhere, or missed a link, tucked away out of site of the screen area.

You are still "ducking the issue" that there is no current information page to inform customers of how to contact PlusNet regarding this specific criminal activity,... and by not giving customers that information, you are hindering their efforts to help you to track down and reduce the incidences.

Not supplying a proper "contact us" section for phishing/scams/hacker type emails, is, in my opinion, a sign that PllusNet isn`t "that bothered" or to put it another way.... "couldn`t care less".. which is totally opposite to the ofen quoted "Award winning customer service".. doing us all proud.

Just mentioning the fact that you can contact PN via live chat or telephone, in a reply on this forum is not a proper way to inform customers as a whole, when the page that contained such info has been removed due to it being out of date, or no longer relevant ..

Direct Question... Are you (PlusNet customere services) going to provide a direct link, to an updated and relevant page on the PlusNet site, giving information as to how to contact PlusNet regarding Phishing/Scam emails?

If not, WHY ?

As for "flagging it up" about what appears on Google..... as if it is their doing.... C`mon Chris... it comes from PlusNet`s own wording... ... which, by your statement. "We've never used email for support queries, certainly not in my 10 years here.".... means that information is over ten years old... ... Really ? ? ?

Re: Plusnet support contact email address

Chris — Thu, 14 Jul 2016 15:35:54 GMT

Direct Question... Are you (PlusNet customere services) going to provide a direct link, to an updated and relevant page on the PlusNet site, giving information as to how to contact PlusNet regarding Phishing/Scam emails?

If not, WHY ?

It's very unlikely as there are already ways to contact us available. Having a specific page for *every* single thing that could possibly happen/need to contact us about would mean 1000's of different process and links which would make the help & support system completely unwieldy. Contacting us via the currently available methods is the best way to alert us to any issues such as this.

I've just checked and going through contact us, or the help and support system both allow you to get in touch via chat or call.

As for "flagging it up" about what appears on Google..... as if it is their doing.... C`mon Chris... it comes from PlusNet`s own wording... ... which, by your statement. "We've never used email for support queries, certainly not in my 10 years here.".... means that information is over ten years old... ... Really ? ? ?

I wasn't trying to pass the blame here, however that does *not* appear on our site directly so must be in some tagging on a page. I've flagged that up to get the tagging corrected.

Not supplying a proper "contact us" section for phishing/scams/hacker type emails, is, in my opinion, a sign that PllusNet isn`t "that bothered" or to put it another way.... "couldn`t care less".. which is totally opposite to the ofen quoted "Award winning customer service".. doing us all proud.

We supply a proper method of contacting us, chat or call. Sorry if this isn't the one you want to use but they are the ones available to you.

Re: Plusnet support contact email address

Anonymous — Thu, 14 Jul 2016 15:34:10 GMT

But in order to implement such a service it demands resources both human and non-human and those resources cost money! So if there is no where to send such email it costs nothing! A service can't be implemented with the inputs going to /dev/null as that doesn't stop people asking if progress has been made as that still requires human intervention.

So unless there's money in the pot this will go nowhere.

Re: Plusnet support contact email address

shutter — Thu, 14 Jul 2016 22:06:28 GMT

@Chris... smoke and mirrors, and sidestepping the points made...... Ever thought of standing for parliament? Oh Shucks,... you just missed an opportunity.. ! ! .. Some woman got the job......

Re: Plusnet support contact email address

Chris — Fri, 15 Jul 2016 07:35:15 GMT

I'm sorry that you don't like my answers, however they are the answers available.

Re: Plusnet support contact email address

shutter — Fri, 15 Jul 2016 07:37:44 GMT

@Chris wrote:

I'm sorry that you don't like my answers, however they are the answers available.

@Chris

Re: Plusnet support contact email address

shutter — Sat, 16 Jul 2016 09:25:08 GMT

@Chris wrote:

We've never used email for support queries, certainly not in my 10 years here.

Oh dear, Chris..... something just does not add up, from what you have just said.... firstly, as I pointed out... it is mentioned on a google search.... and that MUST have come from a page on PlusNet website SOMEWHERE... at SOME time,

Ok... so you have flagged it up for removal... but really ? been on google for OVER 10 years now... Does that mean that Plusnet has never changed its webpages layout since EMAIL was an option ? ?

Another thing that doesn`t add up... recently less than a year ago.. NOT TEN YEARS.. we had a new forum and a new "Live Chat" facility... and. presumably, the "feedback" part of the chat was recently approved of by whoever does that sort of thing before it goes "live"... yet on there, one of the questions is... " What would you have done if Live chat had not solved your problem" ( or similar type question).. and one of the options given to choose from is..

Erm... Really.. ? ? ? " We've never used email for support queries, certainly not in my 10 years here."

then why is it an option on the Live Chat Feedback form ? ? ?

Re: Plusnet support contact email address

Chris — Tue, 19 Jul 2016 07:37:17 GMT

We have *not* used email for support. I'm not saying that information has been showing for over 10 years, I'm saying it shouldn't be there and could have been added as an error.

We're just going around in circles, I understand you don't like my answer but it's the answer that is correct.

Re: Plusnet support contact email address

RogerBear — Sun, 25 Sep 2016 20:44:20 GMT

Chris Parr's arrogance and rudeness appear typical of Plusnet wish I had not signed up with them cannot believe they have won awards for customer service unlee in "WORST" catagory

Re: Plusnet support contact email address

Chris — Mon, 26 Sep 2016 12:21:28 GMT

Sorry you're unhappy Rogerbear, anything we can help with?