topic Re: A contact email for Plusnet customer services??? in Plusnet Feedback

A contact email for Plusnet customer services???

dpk29 — Mon, 14 May 2018 00:56:22 GMT

As the general waiting time for PlusNet to answer the phone is... "approximately 45 minutes!!" - and that there is no obvious contact email address on the website...

- can anybody please supply an email address for this inefficient company?

Re: A contact email for Plusnet customer services???

Mav — Mon, 14 May 2018 05:50:23 GMT

Moderator's note:

Post moved from General Chat to Plusnet Feedback.

Re: A contact email for Plusnet customer services???

Mav — Mon, 14 May 2018 06:01:54 GMT

Plusnet don't have an email address fot contact.

Have you tried using Chat to contact them?

Re: A contact email for Plusnet customer services???

shutter — Mon, 14 May 2018 07:32:36 GMT

If you use "Live Chat" in the Contact us page.... you can get a copy of the chat sent to you by email, so that you have both got a record of what was said during the chat session.

If you try to answer the "survey" afterwards, it will probably ask you a question something like this... " If you could not contact by live chat, how would you have proceeded"... and there is a choice of answers..... strangely ( unless they have modified it since I last used chat )... it will suggest " email ".. Huh ! ! ...

Re: A contact email for Plusnet customer services???

EmilyD — Mon, 14 May 2018 09:59:58 GMT

Hi @dpk29,

As per the responses from @Mav and @shutter we don't have a contact email address but we do have the option to contact us via live chat. The "contact us" page here includes a link to this. Alternatively, you can raise a ticket to our support team online here.

Re: A contact email for Plusnet customer services???

Minivanman — Mon, 14 May 2018 12:16:07 GMT

Can anybody explain why there is no contact email?

Maybe the answer is obvious as it's becoming increasingly difficult to find any email address these days for a whole range of organisations. Even my local Council and Hospital do not have one and those you do find never seem to get answered.

Email seems to have fallen between two stools in that you either have to phone (nightmare) or write in (expensive) or as seems to be more common these days, go on a chat line which to be fair to Plusnet seems to work quite well.

Next up bot chat.

Re: A contact email for Plusnet customer services???

shutter — Mon, 14 May 2018 13:43:46 GMT

@Minivanman Can anybody explain why there is no contact email?

Simples...... one word answer.. ( apart from these explanatory notes ! ! !)

SPAM

Re: A contact email for Plusnet customer services???

Minivanman — Mon, 14 May 2018 13:56:06 GMT

But plusnet (for example) has our email addresses so surely it is not beyond capability to allow receipt of these known addresses and reject/block others.

To have no email address in order to avoid spam if that is indeed the reason, seems rather brutal, no?

Re: A contact email for Plusnet customer services???

Townman — Tue, 15 May 2018 07:09:31 GMT

That presumes that all users have one email address used for everything. Further without SPF anyone can send as though the email has come from anyone.

Interaction via email is comparatively simple in terns of there being one person dealing with the inbound mail. Where there are lots of people servicing communications from many customers, email outside of a CRM system is a nightmare to manage.

The right answer here is the full reinstatement of the ticketing system ... or something delivering similar functionality.

Re: A contact email for Plusnet customer services???

dpk29 — Tue, 15 May 2018 00:23:33 GMT

My sincere THANKS to everyone who took the trouble to reply to my enquiry. I was rather overwhelmed - both literally and figuratively.

Many replies were rather techno-oriented (which I am not!) - to which I can only respond...

my bank (HSBC) has a 24-hr, customer-enquiry message facility. If a bank can offer this efficient, financially sensitive system - then why not a meagre ISP?

PlusNet have no excuse for the lack of email enquiry... apart from labour/cost savings!

Once again, thank you all.

Re: A contact email for Plusnet customer services???

MasterOfReality — Tue, 22 May 2018 14:53:11 GMT

Hi @dpk29

I'm sorry to say that we do not have a specific customer service email address, that is correct. We do, however, have a Social Media team (as well as the phone and chat agents) who are around every day of the week in case you weren't aware of that. They monitor the Facebook & Twitter "Plusnet Help" accounts and are more than happy to assist in any way they can!

Is there anything specific you were looking help on? I'd be more than happy to assist you myself.

Kind Regards,

Alisdair

Re: A contact email for Plusnet customer services???

Leannes8 — Mon, 02 Jul 2018 21:28:23 GMT

Hi Emma D

everytime I'm offered 'live chat' or 'call us', the live chat is always unavailable and 'call us' sends me back to the beginning, but seeing as I have speech and hearing difficulties I would prefer to click away!!

Re: A contact email for Plusnet customer services???

Townman — Tue, 03 Jul 2018 06:59:49 GMT

Chat is always unavailable when approached via Help & Support but functions correctly via contact us.

Re: A contact email for Plusnet customer services???

shutter — Tue, 03 Jul 2018 12:22:45 GMT

@Leannes8 Live chat works well, when you can access it.. ( especially for us "disabled" by speech or hearing impediments ) ... perhaps you have an adblocker like Ghostery working on your browser....

I suggest you download "OPERA" as a browser and use it only for Live Chat.... as that should work so long as you use it "as is" ....

another alternative would be to use Internet Explorer. If using Firefox .... click on the Help tab at top of screen, and choose "Restart Firefox with Addons disabled".... that "might" work !.

If you have these two available as icons on your desktop, it should be easy to connect with Live Chat service.

Good Luck.