topic Re: Using FTTP to contact Plusnet? in Plusnet Feedback

Using FTTP to contact Plusnet?

corringham — Fri, 12 Aug 2022 15:26:28 GMT

Talking to a friend about moving to FTTP, we touched on the topic of support - which made me pause, as I suddenly realised that I'm not aware of a way to contact Plusnet support using FTTP.

There is the phone - but Plusnet don't provide a phone service with FTTP.

There are these fora, but that isn't a reliable way to contact staff.

There is no e-mail support, no chat service any more, you can't raise a ticket. You are paying for a communications product that you can't use to communicate with the provider!

Or have I missed something?

Re: Using FTTP to contact Plusnet?

Browni — Fri, 12 Aug 2022 15:26:40 GMT

You left out Twitter & Facebook.

Re: Using FTTP to contact Plusnet?

corringham — Fri, 12 Aug 2022 15:32:16 GMT

I don't use twitter or facebook. Should a 3rd party product be necessary to contact your communications provider?

Re: Using FTTP to contact Plusnet?

jab1 — Fri, 12 Aug 2022 15:46:06 GMT

Do you have a mobile? My ISP does not have an 0800 number for support, but all 01/02/03 calls are 'free' on my mobile contract, so I just use that on the very infrequent times I need to call them

Re: Using FTTP to contact Plusnet?

Baldrick1 — Fri, 12 Aug 2022 15:51:48 GMT

It’s no different than if you have a break in the copper line to your property. With the change coming up to transfer all phone lines from the POTS to VoIP we will all be in this situation. There seems to be an assumption that everyone has access to a mobile.

Re: Using FTTP to contact Plusnet?

corringham — Fri, 12 Aug 2022 15:54:24 GMT

Yes, I have a mobile. But I don't need to contact them - this is a hypothetical situation.

I was struck by the absurdity of a communications product that can't be used to contact the communications provider.

You can use:

a land line provided by another company
a mobile (it could be Plusnet, but they don't bundle so it would be a separate product)
a VoIP phone - provided by another company
twitter - by signining up with another company
facebook - by signing up with another company
these fora - where you get to chat with volunteers and other customers, but with no guarantee of reaching a member of staff in a timely manner

Re: Using FTTP to contact Plusnet?

jab1 — Fri, 12 Aug 2022 15:55:00 GMT

Can't argue with that, @Baldrick1 , but I would imagine the vast majority do.

Re: Using FTTP to contact Plusnet?

corringham — Fri, 12 Aug 2022 16:00:59 GMT

@Baldrick1 wrote:

It’s no different than if you have a break in the copper line to your property. With the change coming up to transfer all phone lines from the POTS to VoIP we will all be in this situation. There seems to be an assumption that everyone has access to a mobile

A fault is not the only reason someone may want to contact Plusnet - it could be a billing query for example.

You may have a 100% functional FTTP service, but no way to use that FTTP service to contact Plusnet without a 3rd party contract for a phone/VoIP/mobile/social-media. I just find that situation absurd.