topic Help Team responses to queries in Plusnet Feedback

Help Team responses to queries

kevdwyer — Fri, 25 Aug 2017 13:30:28 GMT

Hi Team!

I'm a happy Plusnet Internet subscriber and am in the process of switching to Plusnet Mobile!

I'm Porting my original Mobile Number to Plusnet, the original number was deactivated this morning!

I've been switching my phone on and off every hour or so waiting for my Plusnet SIM to be converted to my Ported Number, no joy so far but I'm a patient guy with a cheerful disposition!

Reading through the various community Forums I couldn't help but notice that in the Help Team replies to queries there is a tendency to finish sentences with an exclamation mark ! instead of a full stop.

Have the Help Team been issued with a batch of faulty keyboards? I suspect that it is a bit of Corporate b!ll!x that the Team have been made to implement and they live in constant fear of their old English Language teachers tracking them down and admonishing them 🙂

Once you become aware of this you cannot help but notice it!

Anyway, the Team are doing a great job, most people only come on the Forums to moan, my post is meant to be tongue in cheek.

Keep up the good work

A happy Plusnet Subscriber!

Moderator's note by Mike (Mav): Labels added after thread moved.

Re: Help Team responses to queries

RebekaPreston — Fri, 25 Aug 2017 08:20:28 GMT

Hi kevdwyer!

Thanks for getting in touch and leaving such positive feedback, it's much appreciated!

The port-in process takes up to 1 working day when processed before 6pm on a weekday or up to 2 working days when processed after 6pm to complete; there will be some disruption on the network in the meantime, but this is part of the process.

You can use your existing SIM until the transfer is complete and you will know this as your current SIM will stop working. When this happens, pop in your Plusnet mobile SIM and you'll be good to go!

You'll recieve confirmation that your port is due to complete soon and this will also prompt you to re-boot your handset for any changes to take effect.

I'm glad to hear that you're happy with your services, and we do try to provide the best possible Customer Service available.

If you ever need anything at all, don't hesitate to get in touch with us and we'll help in any way we can!

- Rebeka

Re: Help Team responses to queries

chenks76 — Fri, 25 Aug 2017 13:49:03 GMT

Can't say i've noticed!

Re: Help Team responses to queries

shutter — Fri, 25 Aug 2017 13:52:26 GMT

@RebekaPreston wrote:

I'm glad to hear that you're happy with your services, and we do try to provide the best possible Customer Service available.

If you ever need anything at all, don't hesitate to get in touch with us and we'll help in any way we can!

Interesting, too, to note, that positive feedback, nearly always gets an instant " ain`t we good" type of response...

however, when negative feedback is given ( as in the Live Chat and Phone moan threads )..

there is a lack of response, and even less action to eradicate the source of complaint.

Re: Help Team responses to queries

RebekaPreston — Fri, 25 Aug 2017 14:27:01 GMT

Hi shutter!

I'm really sorry to hear you feel this way!

We do try to respond to all of our posts wherever possible, whether positive or negative the original post may be, and we always aim to deliver 100% Customer Service when doing so.

We appreciate the feed back that is given to us and we'll certainly take this on board.

If you have any further queries, don't hesitate to let us know.

- Rebeka

Re: Help Team responses to queries

rongtw — Fri, 25 Aug 2017 14:38:38 GMT

@RebekaPreston i know you mostly deal with Mobiles But have you read Shutter posts ?

https://community.plus.net/t5/Plusnet-Feedback/Live-Chat-Needs-Fixing-Please/td-p/1468245

https://community.plus.net/t5/Plusnet-Feedback/Chat-Not-Working-for-Me/td-p/1470738

Last PN responce was Last week

Re: Help Team responses to queries

shutter — Fri, 25 Aug 2017 14:48:18 GMT

@RebekaPreston I`m sure you are a nice lady ... so I will respectfully ask you to read ALL the threads about the Live Chat... being DISABLED... and maybe you will understand how it is from a disabled persons point of view...

100% NEGATIVE customer service in that area...

100% nothing being done about it..

100% Lack of response from PlusNet staff.... despite several people complaining...

not even a proper explanation of WHY.. or HOW LONG, Live chat is going to be DISABLED. or if it is ever going to be available agin.

If PlusNet are going to DISABLE things. then they should, at least, put some kind of notice on the pages where these services are accessed to the effect..

e.g. You get a notice stuck to a lampost in a street that is going to be closed, ( for whatever reason .... resurfacing.. repainting markings etc )... as an "advance warning notice"...

on Plusnet service you get

100% ignorance.. no advance warning... no explanation. and no effort to solve the problems...

almost 9 years and the phone service is still as dismal as the day I started my thread about it....

Am I , and other disabled people EVER going to be able to use LIVE CHAT.. or is it going to be PERMANENTLY DISABLED so that hearing people can have priority in the phone service responses

Re: Help Team responses to queries

RebekaPreston — Fri, 25 Aug 2017 15:01:26 GMT

Hi shutter!

I completely understand the frustration and inconvenience that this may cause however, as part of the Mobile Team, I'll be unable to advise of updates or responses to that of Broadband Live Chat. I can however, request for the Broadband Team to pick this up and help with any queries you have.

I'll raise this off for you now, and in the meantime, I advise to contact the Broadband staff over on the Broadband forums. I'm sure once this is raised, they'll be more than happy to assist you with this.

- Rebeka

Re: Help Team responses to queries

shutter — Fri, 25 Aug 2017 15:13:24 GMT

@RebekaPreston Thank you for your very polite response to an angry old man. !

I am sure that there are many more senior staff that have been made aware of my posts, and have decided that the best way of dealing with shutter, is to ignore him... and hope he goes away.. unfortunately.... I won`t..

I am not here complaining for myself.... I am voicing my thoughts for ALL the deaf/hard of hearing DISABLED customers who cannot use a vital service... and it is shameful of senior management not to address this in a proper manner.

As intimated in my original post on THIS thread... if it is "good news" for PlusNet.. they shout about how good they are.... but if its "bad news"... then customer service goes out of the window.

Re: Help Team responses to queries

chenks76 — Fri, 25 Aug 2017 15:17:10 GMT

@shutter wrote:

I am sure that there are many more senior staff that have been made aware of my posts, and have decided that the best way of dealing with shutter, is to ignore him... and hope he goes away.. unfortunately.... I won`t..

i often ignore angry old men

Re: Help Team responses to queries

RebekaPreston — Fri, 25 Aug 2017 15:30:30 GMT

You're welcome shutter!

I can assure you that I have passed this over to the Broadband Team.

I have now finished for the day however, I'll be back in the morning, so if you have any further queries, don't hesitate to ask and I'll certainly do my best to help.

- Rebeka

Re: Help Team responses to queries

shutter — Fri, 25 Aug 2017 16:08:03 GMT

@chenks76 wrote:

i often ignore angry old men

@chenks76 more likely to aggravate them... and in this case... you certainly did not ignore me ! ! ! ! ..

Re: Help Team responses to queries

rongtw — Fri, 25 Aug 2017 17:37:13 GMT

Mr @chenks76 likes to be a bit obtrusive , but he also makes a few good posts occasionally

Re: Help Team responses to queries

JonoH — Sat, 26 Aug 2017 10:02:12 GMT

shutter wrote:
100% Lack of response from PlusNet staff.... despite several people complaining...

not even a proper explanation of WHY.. or HOW LONG, Live chat is going to be DISABLED. or if it is ever going to be available agin.

Hi Shutter, I think this is a little unfair There have been plenty of responses, just not ones that you're happy with, because whilst I have told you chat will be re-enabled I am unable to confirm when this will happen.

Am I , and other disabled people EVER going to be able to use LIVE CHAT.. or is it going to be PERMANENTLY DISABLED so that hearing people can have priority in the phone service responses

Live Chat as previously stated will be made available again when we are able, if any disabled people are struggling to contact us I recommend you looking at our accessibility page

Re: Help Team responses to queries

rongtw — Sat, 26 Aug 2017 10:47:50 GMT

@JonoH Sorry but i dont see plenty of responses from PN on this matter , i see one or two , or have they been posted elsewhere ?

There is No mention of Chat being disabled on any service page or any PN web page !

So disabled customers come here and post asking why its not working ! Not Just @shutter

even your link has NO mention of alternatives when PN turn off Chat , its just the generic legal requirement no help at all !

I have just had a quick look at PN staff replies to this matter , form about 7 pages of post across two threads 5 staff posts ,

basically just to say chat staff have been moved to Phone support , and not a lot of help .

You said " Live Chat as previously stated will be made available again when we are able," so there is a likelihood of PN never to be able to reinstate it

unfortunately PN has been totally inept with this problems

Re: Help Team responses to queries

JonoH — Sat, 26 Aug 2017 11:24:34 GMT

Hi @rongtw As far as i'm aware we've (usually me) posted in each of the threads where this has been mentioned where it's been required, if i haven't its usually because it's a post about something else that's bee taken off topic by (like this one) or the people asking the question have already been directly quoted in the answers that we're able to provide at this time.

I am unable to change my answer if the a person asks the same questions in different thread.

@rongtw wrote:

even your link has NO mention of alternatives when PN turn off Chat , its just the generic legal requirement no help at all !

It includes a list of services that people may find useful to contact us, for example the hard of hearing my find Next Generation Text Relay useful at all times, but especially when Live Chat is unavailable

basically just to say chat staff have been moved to Phone support , and not a lot of help .

That's all we can say, when the help that is requested is that we turn it Live Chat back on and at this moment we're not going to do that.

Any post actually asking for help will get it and If I've missed one please feel free to send me a link to it because we really do want to help.

Re: Help Team responses to queries

shutter — Sat, 26 Aug 2017 14:22:00 GMT

@JonoH

@JonoH wrote:

shutter wrote:
100% Lack of response from PlusNet staff.... despite several people complaining...

not even a proper explanation of WHY.. or HOW LONG, Live chat is going to be DISABLED. or if it is ever going to be available agin.

Hi Shutter, I think this is a little unfair There have been plenty of responses, just not ones that you're happy with, because whilst I have told you chat will be re-enabled I am unable to confirm when this will happen.

Am I , and other disabled people EVER going to be able to use LIVE CHAT.. or is it going to be PERMANENTLY DISABLED so that hearing people can have priority in the phone service responses

Live Chat as previously stated will be made available again when we are able, if any disabled people are struggling to contact us I recommend you looking at our accessibility page

My Bold above...

@JonoH wrote......

Hi Shutter, I think this is a little unfair There have been plenty of responses, just not ones that you're happy with,

No, there have not been "plenty" of responses.... the questions have not been answered "specifically",.. only in a corporate /general manner..... and don`t you think it is a little unfair that you should be so condescending in your attitued with the end of that .... "just not one`s that you`re happy with".... so that makes it alright, then, does it.... ?

So ,..you think it "a little unfair".....

try and see it from a disabled persons point of view...

and perhaps you will thinki it MORE THAN a "LITTLE unfair"...

the way that Plusnet has treated us...

in fact I would go as far as saying it is downright disgusting.... f

You have, obviously, a great knowledge and skill on how to use computers, systems, and software, and it comes as second nature to you to adjust your working to whatever comes along.... Othewise you would not be doing the job you are doing....

Perhaps you should pretend that you are deaf/hard of hearing,

have little knowledge of computers, systems etc,

just enough to use the google search for something or other,

and perhaps had someone explain to you how to make a page on facebook... then..

I recommend you looking at our accessibility page

looking at it, will be about as far as you get.

Those applications are practically useless and so inexorably slow to fathom out how to use, and in use are extremely slow, compared to Live Chat... which is a "natural" form of contact for disabled people. they appear to be there to put people off from using them... but to "adhere" to the disability law on equal access... Nice One....

Despite what you have said, and that is a typical "corporate" / Member of Parliament sidestepping the issue, but I have sort of, kind of answered your question so shut up, type of answer, You ( Plusnet ) have completely failed in your duty of care to the disabled customers, by not responding in an appropriate manner, i.e. putting the information on the Live Chat access pages, and coming on to this thread when it was started with a proper and full explanation of

WHY Live chat was DISABLED..

How long it will be DISABLED for,

Am I being "a little unfair".... NO.... I am definitely not.

I am on the other hand , VERY ANGRY that I am being treated as a second class customer, after being with PlusNet for almost 10 years. in the way that Plusnet has handled this from the start.

Also, bear in mind, that I am "One of Many".... and I am not just complaining for myself....

I am standing up for every one who has not been able to use Live Chat, in the normal way of communicating with PlusNet, but in particular for the deaf/hard of hearing customers, who also form part of the Plusnet customer base, and customer community...

Am I ashamed of anything I have posted on this subject... NO I am defintely not......