topic Re: Why do you discriminate against hearing impaired? in Plusnet Feedback

Why do you discriminate against hearing impaired?

laurieop — Thu, 08 Jul 2021 16:40:11 GMT

I've just signed up to Plusnet and discovered that there are no channels into customer services or technical support, other than by phone.

As a hearing impaired person this is useless for me, and I feel discriminated against.

In case anyone form Plusnet is reading this, would you please explain why you discriminate against those with hearing impairment and what other options you provide. Whilst I'm fairly sure it's not illegal (but I will check) it's pretty inconsiderate and unhelpful to people who are ultimately paying your wages.

Reading through the forums I can see I'm not the only person to have raised this but I haven't found a sensible or helpful answer.

Re: Why do you discriminate against hearing impaired?

Mav — Thu, 08 Jul 2021 17:53:31 GMT

Moderator's note(s):

Thread moved from Everything Else to Plusnet Feedback.

Re: Why do you discriminate against hearing impaired?

Gel — Thu, 08 Jul 2021 20:24:17 GMT

Should have done some research before you jumped provider.

Re: Why do you discriminate against hearing impaired?

Baldrick1 — Fri, 09 Jul 2021 06:41:45 GMT

@laurieop wrote:

I've just signed up to Plusnet and discovered that there are no channels into customer services or technical support, other than by phone.

You have 14 days from when you signed up to cancel without penalties. I'm sure there are other ISPs with better communucation options.

If you stick with Plusnet there is always this forum. Contacting customer services obviously needs the post to be picked up by a Plusnet staffer. Additionally you may find that there is also a wide range of technical support offered by fellow customers.

Re: Why do you discriminate against hearing impaired?

laurieop — Fri, 09 Jul 2021 07:57:38 GMT

Quote: Should have done some research before you jumped

I was with Plusnet 2 or 3 years ago and at that time you could raise a support issue or contact customer service online from the portal. This has been removed.

So, as far as I'm concerned they've downgraded the service, and had I realised I wouldn't have come back.

But thanks for your helpful comment, Gel

Re: Why do you discriminate against hearing impaired?

adam945 — Fri, 09 Jul 2021 09:45:33 GMT

Good morning @laurieop

Thanks a lot for reaching out, though I'm extremely sorry you feel this way.

We do not discriminate against any kind of disability, and have processes in place to assist customer with all disabilities which you can find here

More specifically, you'd be able contact our Customer Services Team via the Next Generation Text / Text Relay services, we also offer third party account management, so someone else would be able to call in on your behalf and discuss the account, providing that they're a named authorised user.

As @Baldrick1 has also pointed out, we have a great Community forum, where support can be provided by both staff and community members. We're also active on both Facebook and Twitter, our team is a multi-skilled department, so we'd be able to help in most scenarios. The one thing that we (Social Media) aren't able to do is to cancel / renew contracts.

Anyway, I've looked into your account and have found that the Broadband component was not active, this is because we've processed what we call a Brand Migration from your previous supplier. I've sorted everything out on our end, and your service should now be ready to use, providing that you've received the router.

Re: Why do you discriminate against hearing impaired?

newagetraveller — Fri, 09 Jul 2021 09:53:09 GMT

"Reading through the forums I can see I'm not the only person to have raised this but I haven't found a sensible or helpful answer."

Particularly Gel's response. Typically similar to Plusnet's usual attitude, always blame the customer!

Re: Why do you discriminate against hearing impaired?

Baldrick1 — Fri, 09 Jul 2021 11:00:39 GMT

@newagetraveller

I would say that @Gel ‘s response is more in line with what an average fair minded person with no axe to grind would think. After signing up to a new service there is a 14 day cooling off period, so there is plenty of time to do checks, like look through forum posts as the OP has done, both before and after signing up.

Re: Why do you discriminate against hearing impaired?

laurieop — Fri, 09 Jul 2021 13:45:51 GMT

Thanks for that, and thanks for activating the broadband (although we weren't quite ready for the switch and we had a half hour panic getting the "new" broadband up and running in time for a scheduled Zoom sesion)

I had a (difficult for me) call with one of your colleagues yesterday and when I asked how else I can contact you he said the only way was by phone. WHen I queried this he politely insisted that phone was the only option. It seems he didn't know about the stuff you've sent me a link to. Anyway, thanks for that, I'll have a look after I've sent this.

On a different subject, my broadband speed is currently only 1.83(ish)mbps... clearly not optimum. I appreciate it'll take a while for it to "settle down" but even though I've only been connected about 4 hours shouldn't it be faster than this?

Re: Why do you discriminate against hearing impaired?

Gandalf — Fri, 09 Jul 2021 13:59:30 GMT

Thanks for getting back to us @laurieop

I'm sorry for the unexpected activation and the issues with your connection. I've looked into this for you and I can see your router's not actually fully connecting onto the internet, because it wasn't scanned to your account before it left the warehouse. Can you drop me a private message with the serial number of the router?

It'll begin with some plus ++ symbols at the bottom underneath the pink feet.

Also I'd recommend following the below steps to manually connect:

1. Connect a device onto the router's WiFi or plug a laptop/PC into the router using an ethernet cable

2. Go to the router's homepage at http://192.168.1.254

3. Click on the Advanced Settings tab

4. Type in the admin password found from the back of the router and click the OK button

5. Click on the Continue to Advanced Settings button then the Broadband tab

6. If there's a Disconnect button, click that

7. Change the username to the broadband username in the format of username@plusdsl.net If you can't remember this I'd check for any emails we've sent you for example an email with you bill on as we'd add the username to the top of the email.

8. Type in the account password, this can be reset here: https://www.plus.net/forgotpassword/ if needed.

9. Hit the Connect button.

Let us know how it goes.

Re: Why do you discriminate against hearing impaired?

laurieop — Fri, 09 Jul 2021 14:26:57 GMT

Hi Gandalf.

Thanks

errrr, how do you send a PM?

Re: Why do you discriminate against hearing impaired?

laurieop — Fri, 09 Jul 2021 14:28:28 GMT

Ignore that, found it 😉

Re: Why do you discriminate against hearing impaired?

jab1 — Fri, 09 Jul 2021 14:29:21 GMT

@laurieop - click on @Gandalf 's avatar - that will open a link on the right-hand side of your screen 'Send Private Message'.

Re: Why do you discriminate against hearing impaired?

laurieop — Fri, 09 Jul 2021 14:33:27 GMT

Yep John, got that.

Cheers

Re: Why do you discriminate against hearing impaired?

Gandalf — Fri, 09 Jul 2021 14:41:54 GMT

Cheers @laurieop just messaged you back now

Re: Why do you discriminate against hearing impaired?

newagetraveller — Sat, 10 Jul 2021 12:19:03 GMT

"I would say that @Gel ‘s response is more in line with what an average fair minded person with no axe to grind would think. After signing up to a new service there is a 14 day cooling off period, so there is plenty of time to do checks, like look through forum posts as the OP has done, both before and after signing up."

Oh dear, touched a nerve. The truth must hurt somewhat.

I need some more water for the stone.

Re: Why do you discriminate against hearing impaired?

IngeJones — Sat, 24 Jul 2021 14:20:36 GMT

Going phone-only for customer service does seem strangely contrary for a digital communications provider

Re: Why do you discriminate against hearing impaired?

billnotben — Sat, 24 Jul 2021 18:26:02 GMT

A few other businesses I use have dropped emails and gone for phone only. If I were cynical I would say they were fed up being caught lying through their teeth when a customer simply shows - but in this email you promised - etc.

Re: Why do you discriminate against hearing impaired?

IngeJones — Sun, 25 Jul 2021 10:12:31 GMT

That didn't occur to me!

Re: Why do you discriminate against hearing impaired?

Gandalf — Wed, 28 Jul 2021 20:33:53 GMT

@IngeJones wrote:

Going phone-only for customer service does seem strangely contrary for a digital communications provider

For us though we’re happy to help online, here, Facebook or Twitter.