topic Re: You no longer raise ticket or view any ticket anymore in Plusnet Feedback

You no longer raise ticket or view any ticket anymore

goldenfibre — Thu, 25 Feb 2021 18:01:24 GMT

Why is plusnet no longer access to view or open question anymore. This is total bang out of order! We all rather want to see updates on our question on tickets. Can't understand Plusnet went downfalls lately removed many features on account.

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Re: You no longer raise ticket or view any ticket anymore

Thrall — Thu, 25 Feb 2021 18:04:43 GMT

Try https://www.plus.net/wizard/?p=search

Re: You no longer raise ticket or view any ticket anymore

goldenfibre — Thu, 25 Feb 2021 18:07:23 GMT

It's worked now. Thanks. But, don't understand why PN hide this now.

Re: You no longer raise ticket or view any ticket anymore

Mayfly — Fri, 26 Feb 2021 09:12:58 GMT

I've always said PN website is appallingly hard to navigate. For a techy company it's unforgivable really.

Re: You no longer raise ticket or view any ticket anymore

jab1 — Fri, 26 Feb 2021 09:20:01 GMT

@Mayfly Might just be me, but I don't find it hard to navigate - not the easiest, but most certainly not the hardest support area I've come across, although the current head of 'Customer Support' clearly has some strange definition of that function.

Re: You no longer raise ticket or view any ticket anymore

gleneagles — Fri, 26 Feb 2021 09:21:58 GMT

Does PN have a CEO since the last one left ?

If not who is the top person in PN who is able to make decisions ?

Anyone know ?.....or is no one in charge at PN. ?

Is it just a rudderless ship heading for the rocks ?

Re: You no longer raise ticket or view any ticket anymore

jab1 — Fri, 26 Feb 2021 09:24:50 GMT

@gleneagles Rudderless ship, crewed by demented monkeys.

Decisions appear to be taken by an alien life-form, probably in London at BT HQ.

Re: You no longer raise ticket or view any ticket anymore

dvorak — Fri, 26 Feb 2021 09:32:18 GMT

Moderators Note

This topic has been moved from General Chat to Plusnet Feedback.

Re: You no longer raise ticket or view any ticket anymore

starfry — Mon, 19 Apr 2021 10:31:24 GMT

This will probably go straight to /dev/null anyway but I found this as a result of searching for discussion on this exact issue.

I logged in this morning to review prior tickets that I had opened. No links to them, not way to navigate to them. My ticket most likely auto-closed since resolved but that isn't the point. I was able to reach the page via the https://www.plus.net/wizard/?p=search url that I had bookmarked but I should not need to rely on having a bookmark - I am a customer, my tickets are my record of interactions with the company providing the service. I should be able to access those directly and easily from the main page alongside all of the other provided links.

I am sure many people like the record of past tickets and being able to refer to them is just part of what one would expect whilst administering their account.

So just a +1 for reinstating a link to view ticket history.

Re: You no longer raise ticket or view any ticket anymore

jgb — Mon, 19 Apr 2021 12:33:27 GMT

I would have thought that the absence of a link on the Member Centre to view closed tickets and Sevice Notices is potentially counterproductive as far as Plusnet is concerned as it may only rsult in customers having to contact Customer Services rather than find out the answer to some issues in the closed tickets.

As is said above, tickets and service notices are a record of occurrences on customers' accounts and as such customers should have an easy way to view them. But then Plusnet are seemingly intent on demonstrating that the customers is the least important part of their business.

Re: You no longer raise ticket or view any ticket anymore

jab1 — Mon, 19 Apr 2021 12:53:57 GMT

@jgb Even back in the old days, when closed tickets/service notices were available to view easily, I used to take screen shots of important tickets as soon as they were available - even back in those dim and distant days, they occasionally had a habit of 'going missing'.

Re: You no longer raise ticket or view any ticket anymore

Stoker — Sat, 24 Apr 2021 11:49:39 GMT

What's the point of making the "View all questions asked" text look like a link when you can't click it?

(You can click "Review now" and update your preferences, but nothing changes so that's equally useless)

Re: You no longer raise ticket or view any ticket anymore

jab1 — Sat, 24 Apr 2021 11:52:24 GMT

@Stoker It's all part of the 'New, improved customer experience' 🤣

Re: You no longer raise ticket or view any ticket anymore

agedgopher — Sat, 24 Apr 2021 12:22:28 GMT

The new improved customer experience is rapidly approaching CONTACTLESS.

Re: You no longer raise ticket or view any ticket anymore

jab1 — Sat, 24 Apr 2021 12:30:07 GMT

'Rapidly approaching?' @agedgopher - it's already got there!!

Re: You no longer raise ticket or view any ticket anymore

jgb — Sat, 24 Apr 2021 12:31:21 GMT

@Stoker

I have an open question and that link works for me. To view other closed questions, I can then select the time period in the page that I have been taken to and click on the "go" tab and that works too.

It may be a particular issue with your account as I have some issues with the referrals pages on my account which Plusnet cannot readily fix.

If you do not have an open question then the link you refer to on your dashboard does not appear. This is where Plusnet's customer services falls down as there is no way to get to those via a link in the Member Centre. As tickets are record of customer interactions with Plusnet this seems to be a deliberate interference with customers' right to see those conversations / agreements / actions. but Plusnet seem determined not to reinstate such links even if they do not allow new questions to be raised. What have they got to hide by not allowing customers, who are party to a contract (even if only a monthly rolling one), ready access to closed questions?

Re: You no longer raise ticket or view any ticket anymore

Townman — Mon, 26 Apr 2021 12:48:34 GMT

@Stoker wrote:

What's the point of making the "View all questions asked" text look like a link when you can't click it?

All too often when seeking to find conspiracy, we find things which appear to fit our agenda, rather than being recognised for what they are - an odd artefact of the behaviour of different web browsers / view port sizes.

This issue has been identified to be a characteristic of browser being used and the size of the viewport. Testing this morning assisted by the super users using a range of bowsers on different devices, found a variety of different behaviours, significantly depending on viewport size.

Personally I found that MS Edge maximised rendered the content unclickable. Resizing the window (restoring the window) made the link clickable. Further examination suggests that this is a content layering issue - if the tea mug graphic renders on the left (smaller viewport) the link is clickable. That suggests that the graphic renders over the link which gives some browsers problems doing the right thing.

Now that the variable behaviour has been discovered, I'm sure that Plusnet will have a quick fix. In the meantime, maybe we can be a bit more tolerant and just resize the browser window if we urgently need to click that link?

“When we make judgements we're inevitably acting on limited knowledge, isn't it best to ask if we seek to understand, or simply let them be?”
― jay woodman

Also see here - https://community.plus.net/t5/Community-Site-Feedback/Is-this-forum-no-longer-handling-support-questions/m-p/1804539#M16704

Re: You no longer raise ticket or view any ticket anymore

jgb — Mon, 26 Apr 2021 13:12:09 GMT

@Townman

OK so the coding for the link has been poorly done and could be readily fixed by Plusnet. Whether they do or not is a moot question.

However that does not get away from the other issue in that there is no link in the Members Centre to view closed tickets unless that link is there because you have an open ticket for the link to appear. Why are Plusnet so reluctant to provide such a link?

Re: You no longer raise ticket or view any ticket anymore

Townman — Mon, 26 Apr 2021 14:48:48 GMT

Poorly done - so much judgement and so little good Grace.

There is nothing wrong with the link, but there is much to be desired about how browsers layout overlapping content.

But you’re not wrong, when there a racket coming from a stick and a drum, sometimes it’s wiser to just take the drums away. I’ve asked if a permanent link to closed tickets might be provided in a more prominent place.

Re: You no longer raise ticket or view any ticket anymore

deadkenny — Tue, 27 Apr 2021 11:30:47 GMT

I've got an open ticket and use Edge browser, and no amount of resizing window, maximising and restoring makes that link clickable.

It was working a couple of weeks back, but seems to have stopped. That aside, I find it difficult to find another route into it without knowing what the URL is.