topic Re: CV19 in Plusnet Feedback

CV19

smiffy1 — Fri, 03 Apr 2020 14:36:02 GMT

Due to present circumstances CV19 , would be a good idea for PN to put a sticky post informing people they may have to wait a while for a Answer 👌

Re: CV19

jgb — Fri, 03 Apr 2020 14:54:10 GMT

Yes.

Also put up a note of valid contact methods as I still see many posts mentioning Live Chat attempts.

Also, as there are numerous posts about cancelling the BT Sport subscription put up a note regarding how to terminate that (there was a post somewhere by a staff member giving a method of doing so) or better still get the facility on the Members Centre. Can the banner that appeared re CV19 not be amended /expanded?

Such notes etc., would alleviate pressure on CS staff.

Re: CV19

Townman — Sat, 04 Apr 2020 09:57:16 GMT

The "content" of the CV19 banner contains all of the requested information.

Re: CV19

smiffy1 — Sat, 04 Apr 2020 10:03:11 GMT

When you Log into Forum you do not get the Banner 🤔

Re: CV19

jgb — Sat, 04 Apr 2020 10:04:16 GMT

@Townman

Yes, I know the "content" of the banner contains much more information but it might be better if the banner itself indicated that it contains more than just call centre and engineer visit information so that people actually open it.

Also, the bit about BT Sport does not contain anything about cancellation only the offer of a month's free viewing.

Re: CV19

jgb — Sat, 04 Apr 2020 10:07:25 GMT

@smiffy1

Funny....I get the banner when I log into the Member Centre (even before I actually log in) and also when I log into the forum. I am on W10 using Chrome. It also appears when I use Edge.

Re: CV19

Townman — Sat, 04 Apr 2020 10:10:52 GMT

@smiffy1 wrote:

When you Log into Forum you do not get the Banner 🤔

That is interesting! Are you using some type of blocker? I cannot get it to "go quiet" something the SUs have raised in internal discussions. Selective "quieting" of the banner and have it wake up again on change has not proven feasible. I supposed something using cookies might be a possibility but such would be defeated by cookie cutters.

Re: CV19

Townman — Sat, 04 Apr 2020 10:14:26 GMT

@jgb

There have been specific SU discussions on the CV19 communication. I've passed on the comment about the banner better sign posting the content. Full cancelation is clearly an additional option. Have passed that on too.

Re: CV19

Townman — Sat, 04 Apr 2020 10:21:36 GMT

FYI also...

"Additionally, might the banner include a last updated date please? Changing the colour when there is a change is fine … so long as one has been visiting regular enough to notice the colour has changed!"

Re: CV19

smiffy1 — Sat, 04 Apr 2020 10:46:06 GMT

Yes i have a adblocker 👍 as do thousands of people on the internet

This is what i see when i log in

Re: CV19

jab1 — Sat, 04 Apr 2020 10:53:40 GMT

@Townman wrote:

@smiffy1 wrote:

When you Log into Forum you do not get the Banner 🤔

That is interesting! Are you using some type of blocker? I cannot get it to "go quiet" something the SUs have raised in internal discussions. Selective "quieting" of the banner and have it wake up again on change has not proven feasible. I supposed something using cookies might be a possibility but such would be defeated by cookie cutters.

@Townman I don't get it on the forum pages at all, but then I am permanently logged in, and also have uBlock Origin enabled, but that is a bit of a red-herring, as I do see the banner as soon as I open the 'My Account' tab.

Re: CV19

BrightonRock — Sat, 04 Apr 2020 11:32:45 GMT

@Townman

Odd. For your information:

No banner at all here in Firefox whether or not logged in or logged out of the forum, even switching off uBlock Origin.

Nothing in Chrome even with all add-ons off. .

.I do see the banner in Edge which is "as delivered" because I never use it.

and I can copy the URL for the longer message from Edge into Firefox and read the instructions.

Re: CV19

Townman — Sat, 04 Apr 2020 11:47:04 GMT

Thank you everyone for the feedback on non-visibility of the CV19 banner due to advert / cookie crunchers defeating web page functionality. I have just requested Plusnet to look at an estate wide change to the website page headers. I have mocked up the following...

Re: CV19

jab1 — Sat, 04 Apr 2020 11:53:53 GMT

Looks good to me @Townman .

Re: CV19

ITWorks — Sat, 04 Apr 2020 12:29:20 GMT

Have turned on my adblocker uBlock Origin (default settings) for PN URL (https://www.plus.net) , the Coronavirus update does not appear.

Turn it back off for PN URL,the Coronavirus update appears.

Re: CV19

jab1 — Sat, 04 Apr 2020 12:27:02 GMT

@ITWorks Something strange going on. Yesterday, with uBlock on (default settings), the banner appeared when I logged into the Members Centre - now it appears when I log out!😕

Re: CV19

smiffy1 — Sat, 04 Apr 2020 13:30:15 GMT

@jab1 i have Ublock origin on Firefox 👍 but TBH after reading what the banner says its still not clear , there should be a Highlight saying calls and contact methods Forum/ Social media etc all replies will be slower .

there is too much information on as it is

Re: CV19

billnotben — Sat, 04 Apr 2020 20:06:33 GMT

And how about changing the title. "Coronavirus update" it isn't at all. It's just a service update.

When I first saw that title I clicked on it straight away as I thought it was some really urgent news.

Re: CV19

smiffy1 — Thu, 09 Apr 2020 11:59:17 GMT

And still no changes 😣 there needs to be a single banner to say because of CV19 staffing is at a minimum and replies will take time 🤔 .

Especially now as it seams phone lines are not manned , no Tickets , and NO live chat

Re: CV19

Townman — Fri, 10 Apr 2020 08:24:31 GMT

The blog was updated 9th April to include notes on difficulty paying bills, especially for business users.