topic Re: Problem Reporting in Plusnet Feedback

Problem Reporting

Baldrick1 — Sun, 20 Feb 2022 11:38:58 GMT

I have just read this: https://community.plus.net/t5/Service-Information/How-to-get-help-with-your-service-during-the-bad-weather/m-p/1857875#M365

I know that the text phone fault reporting is up and running. I really hope that this is also introduced as a permanent way of reporting broadband faults, not just for the current bit of bad weather.

If it works as promised it would certainly lift the reputation of Plusnet customer services.

Re: Problem Reporting

jab1 — Sun, 20 Feb 2022 11:45:04 GMT

Might save those of us Community members who try to help some grief as well.

Re: Problem Reporting

Gandalf — Sun, 20 Feb 2022 11:54:44 GMT

Cheers for the feedback @Baldrick1

This has actually been the case for quite a while now. I can't remember how long though. We've got this way of reporting a fault documented as a help & support article here: https://www.plus.net/help/report-a-problem/

I've copied & pasted the relevant content into the service status rather than link to that article, to make it easier to read.

Also, if you ring us on 0800 432 0200 from a mobile and select the option that suggests you have a problem with your service, we'll text you automatically you can reply to, even before you're put through to an adviser.

Re: Problem Reporting

Baldrick1 — Sun, 20 Feb 2022 12:17:33 GMT

@Gandalf

Thanks, I had never spotted this service. Things are on the up!

As @jab1 says,, now we know it’s there we can point others to it.

Re: Problem Reporting

Gandalf — Sun, 20 Feb 2022 12:29:36 GMT

@Baldrick1

Yep absolutely.

I'm told for the majority of texts into the faults automation tool, they're handled automatically without adviser contact.

In the case of we can see a service outage logged for a particular line so we don't need to raise a fault or further checks to be carried out, we'll test the line and text back the current estimated resolution date we've got from suppliers.