topic Re: How to "raise a ticket" in Plusnet Feedback

How to "raise a ticket"

chips — Wed, 28 Nov 2018 18:03:34 GMT

It used to be relatively simple on Plus-net: log a problem and wait for an answer. Now it's a merry go round which depends ultimately on the customer (that's me) hanging on the end of a phone for a hooman bean to speak. Today the wait times have been 10-15 minutes and more than I'm willing to waste life on. Strangely or not the help live chat line was unavailable - but the new customer sign-up chatline was live and eager - all that came of the eagerness was another iteration of the helpline telephone number. To sum up our broadband has been off since approx 10 a.m. Service status says everything is fine and yet help & support is "very busy". So here I am again paying O2 for a temporary lash up in an attempt to make contact but all I can do is go round in circles always arriving back at those options : Live Chat Line (unavailable at present) or 0800 number "the queue time is 10 minutes - or 15. Can't we go back to raising a ticket ? Please. I know the check-the router -check the telephone line routine off by heart now - what I want is for Plus.net to check the stuff I can't.

Re: How to "raise a ticket"

dgwilson — Wed, 28 Nov 2018 19:18:18 GMT

Don't hold your breath. I raised a ticket (by waiting 25 mins in the telephone queue as chat "mysteriously" wasn't available)

Spent an hour on the phone while the hapless (very knowledgeable) tech tried to avoid admitting there is a problem with my broadband, then got an email saying "do these tests for 3 days" But you can't reply to the email - you now have to try and log in - over a flaky connection.

I guess they've taken on more customers than they have staff or system resorces to manage, as everything has gone right down the tubes. Soon as my contract ends, I'm off.....

Re: How to "raise a ticket"

dvorak — Wed, 28 Nov 2018 19:23:02 GMT

Moderators Note

This topic has been moved from Broadband to Feedback

Re: How to "raise a ticket"

chips — Wed, 28 Nov 2018 20:32:11 GMT

Well we are now re-connected. Bit the bullet and cooked with phone to my ear and eventually heard a hooman voice. Good guy who worked through tests and called for a second opinion. best I can understand is my (third party) router firmware may have ben updated without my knowledge and a setting no longer worked. Anyway adding "dsl " to an address solved it all (sounds simple but wasn't and smell of burning from kitchen didn't help. When all was satisfactory I asked the chap my question about raising a ticket - "you can do that" he said - "OK I replied while we're live take me through it" - and I logged in again to members center and waited - and waited - and eventually the nice plus.net techie admitted he couldn't see how to do it either. The brainy boys who write the code and join the microdots don't get bozos like me to test the system - they know how it works so it works for them - but not for us. I mentioned how the selling arm's live chat was ever so "live" and got a rueful laugh and an "I'll bet" by way of response. So I reckon you're right - too many customers - too few staff - and a support system that doesn't actually work except for very patient customers willing to burn their pakoras.

Re: How to "raise a ticket"

Townman — Wed, 28 Nov 2018 20:43:54 GMT

There are very few circumstances where an end user can directly raise a ticket.

Of recent times all support channels have been busy with billing queries.

Re: How to "raise a ticket"

chips — Wed, 28 Nov 2018 23:33:37 GMT

Raising a ticket used to work. Asking users to hang on to queues on phones values our time at £0 - at my age I value time quite highly.

Re: How to "raise a ticket"

EmilyD — Thu, 29 Nov 2018 14:26:49 GMT

Hi @chips,

I'm sorry for the poor experience that you've had when trying to contact us about this issue and I'll pass on feedback about this.

Re: How to "raise a ticket"

Boz — Sun, 16 Dec 2018 12:05:53 GMT

The title of this thread was “How to raise a ticket”. I cannot see how Plusnet can justify the decision to say that the answer to this has been found. One of the reasons why people joined Plusnet was because the customer service was good. “Raising a ticket” was very much part of this service, and Plusnet have clearly made it much more difficult to find this option.

My broadband connection was down for most of yesterday, and my phone line is still down today. For both of these services I pay Plusnet, and I would dearly like to raise a ticket to find out what is or has been wrong. I did actually watch a video about testing the phone, and I was staggered to see it end with the comment: “If you still have a problem with your phone, give us a quick call”.

Come on Plusnet, you can do better than this.

Boz

Re: How to "raise a ticket"

chips — Sun, 16 Dec 2018 18:31:15 GMT

Exactly the problem : Plus.net is not alone in failing to see the circularity we are faced with. To test a system ask an idiot - well now we have tested and it is not idiot proof - more to the point it does not work but it takes an idiot to realise. Circular arguments aren't half catching. Cheers.

Re: How to "raise a ticket"

Chris — Mon, 17 Dec 2018 08:07:26 GMT

It's worth keeping in mind that if you have a fault with your broadband or phone service, we do have troubleshooters on our website for these which will raise a ticket to the relevant faults team once it's collected some information and tested the line.

https://faults.plus.net for broadband

https://www.plus.net/my-account/tools/phone-troubleshooter for line rental

Re: How to "raise a ticket"

chips — Mon, 17 Dec 2018 09:55:40 GMT

Accessing troubleshooter can be difficult when broadband is down. We do have the option of purchasing an alternative service to access troubleshooters. In my experience the routines offered do not result in a ticket being raised: recently, as stated earlier, a competent chap began to show me live how to do this - and failed. Live chat has been down any time I've needed it (unless one pressed anything to do with "sales" or "upgrades"). Phone lines have typically 15-50 minute waiting times. Well for anyone without 50 minutes to spare that can mean an actual waiting time of a day - the Vivaldi lottery. This is very efficient for Plus.net but if one aggregates the time being wasted at the customer end of the line very expensive indeed. Raising a ticket was simpler 15 years ago. I enjoy good service most of the time which is why I am still here but when a tyre goes flat is the only time it gets noticed.

Re: How to "raise a ticket"

Boz — Mon, 17 Dec 2018 13:25:38 GMT

Hi Chris

My phone has now been down for almost two days now. When I use the phone troubleshooter link and get to the "check my line" stage, it knocks out broadband and I lose communication with the troubleshooter. When broadband comes back, I get the message "Oops something seems to have gone wrong, please call us on ...."

So please could you raise a ticket on my behalf.

Boz

Re: How to "raise a ticket"

HarryB — Mon, 17 Dec 2018 13:55:23 GMT

Hi @Boz, I've raised a ticket on the account with some troubleshooting steps and the next steps on it here: https://www.plus.net/wizard/?p=view_question&id=185634443

If you could let us know once you've responded to the ticket with the requested information, we'll get that picked up and progressed for you.

I hope this helps.

Re: How to "raise a ticket"

198kHz — Mon, 17 Dec 2018 22:50:48 GMT

@Boz wrote:

I did actually watch a video about testing the phone, and I was staggered to see it end with the comment: “If you still have a problem with your phone, give us a quick call”.

Quick?

Re: How to "raise a ticket"

MisterW — Tue, 18 Dec 2018 10:03:35 GMT

“If you still have a problem with your phone, give us a quick call”.

Reminds me of the Microsoft ' Keyboard error - press F1 to continue'

Re: How to "raise a ticket"

Boz — Tue, 18 Dec 2018 14:43:15 GMT

Hi Harry

Thank you for raising a ticket. My phone is still down and I couldn't get a broadband link last night or today, so I haven't been able to communicate with Plusnet until now. I'm using another computer away from home to talk to you, and I've tried to get into the member centre to respond to the ticket, but for some reason I'm unable to do so. Please could you ask the engineers to go ahead and fix the line. Being without a phone and broadband at the same time is almost like being without one of the utilities.

Please help.

Re: How to "raise a ticket"

MasterOfReality — Tue, 18 Dec 2018 14:56:46 GMT

Hi @Boz

I'm afraid we are unable to book engineers via these Forums threads - we would need a reply with dates and availability slots in a reply to harry's ticket. Alternatively, this can be booked over the phone.

When you say you are unable to log into your member centre, what type of issue do you face?

Thanks,

MoR

Re: How to "raise a ticket"

JOLO — Tue, 18 Dec 2018 15:12:28 GMT

FYI to anyone who wants to raise a ticket here's a quick link (https://www.plus.net/wizard/?p=wizard&page=22235&wizard_id=38).

Disclaimer: I can't guarantee the URL will work forever so keep that in mind, and if you do raise a ticket it's probably worth letting us know via the forums so we can ensure it's chased for you.

Re: How to "raise a ticket"

Boz — Wed, 19 Dec 2018 15:55:23 GMT

Hi MoR

I've now been without a phone for five days. I only had a limited time yesterday, so I was unable to find out why I couldn't connect to the Member Centre. Broadband has returned home today, and I've now managed to answer the ticket. I cannot stress the fact enough that I don't have a phone, so please don't ask me to book anything "over the phone".

Boz

Re: How to "raise a ticket"

OskarPapa — Wed, 19 Dec 2018 16:26:52 GMT

Hi @Boz, thanks for your response.

As we need acceptance of our engineer statement before we're able to book, I've sent you a ticket accessible here, which we do need a response to. If you can let us know via this thread when you respond, we'll be able to proceed to booking for you.