topic Re: Instagram ???!!! Forget it!!! in Plusnet Feedback

Instagram ???!!! Forget it!!!

paul1958 — Wed, 14 Jan 2026 19:08:43 GMT

I wish to complain most strongly regarding the lack of an email address. Complaining via Instagram is NOT businesslike. It may be the preference of some, but business in the UK does not communicate using social media. Plusnet should reinstate EMAIL as a means of communication as soon as possible, I am not interested in dealing with a company that will not respond professionally.

Re: Instagram ???!!! Forget it!!!

jab1 — Wed, 14 Jan 2026 19:24:49 GMT

@paul1958 Plusnet have NEVER had an email communication facility in all the years I have been around here - if ever.

There used to be a ticket system, but that was discontinued many years ago (for customers to instigate - staff still can), but if you don't like the 'social media' method - I don't either, your options are either the phone or this forum.

Re: Instagram ???!!! Forget it!!!

jab1 — Wed, 14 Jan 2026 19:58:14 GMT

As a point of order, Instagram is not an option.

Re: Instagram ???!!! Forget it!!!

Dan_the_Van — Wed, 14 Jan 2026 20:08:25 GMT

@jab1

X has been replaced by Instagram, not long ago.

Re: Instagram ???!!! Forget it!!!

jab1 — Wed, 14 Jan 2026 20:17:29 GMT

Cheers for that, @Dan_the_Van - it is still displayed (as the 'TWITTER' logo at the foot of the page, though.

I wouldn't know about the change - I never use 'social media', and if I had a PN-related query anyway, I would use the forum, or contact one of you SU guys.

Re: Instagram ???!!! Forget it!!!

Dan_the_Van — Thu, 15 Jan 2026 08:09:04 GMT

@jab1

X, Facebook and YouTube logos might appear at the foot of the page but the contact our team is: -

Message @Plusnet on Instagram

Or call 0330 1239 123

I only found of the change to Instagram on the this thread:- How to actually contact plusnet?

Re: Instagram ???!!! Forget it!!!

Baldrick1 — Thu, 15 Jan 2026 08:29:52 GMT

Accxording to this: https://www.plus.net/help/legal/complaints-code-of-practice/ you can raise a complaint ticket, which should be as effective and private as an Email..

Does that not work any more?

Re: Instagram ???!!! Forget it!!!

Baldrick1 — Thu, 15 Jan 2026 08:32:14 GMT

Moderator's note:
Thread moved from Broadband to Plusnet Feedback

Re: Instagram ???!!! Forget it!!!

Townman — Thu, 15 Jan 2026 10:03:56 GMT

@James_B

The move to Instagram seems to have occurred rather quietly. Social media is not an appropriate space for business grade communication.

First it was Facebook, then Twitter, then X and apparently now instagram… where next?

Not everyone has these time wasting social media services and certainly are not going to be disposed to signing up to them just to raise queries with Plusnet. Can the reinstatement of the company ticket system please be revisited or a support email address be instituted.

The understandable and justifiable historic reasons for not communicating via email remain and stand, (namely there’s no connection to the CRM and no means of knowing that the sender is the customer) … and are equally applicable to communication via social media (and indeed this incarnation of the forum).

If communication via social media of one flavour or another, accessible by some but not all users, can be deemed acceptable, then it’s difficult to understand why communication via email (which all can access) remains unavailable. The use of email is inclusive to all users, whereas the use of social media is discriminatory against those not part of the particular trendy club.

Re: Instagram ???!!! Forget it!!!

jab1 — Thu, 15 Jan 2026 10:31:42 GMT

@Townman I agree with you that 'social media' is a totally unsuitable communication source for interaction with a business, and I would suggest politely that the only really correct system is a 'ticket' system, with possibly an email backup. I could never understand why the ticket system was abandoned, and replaced by social media - which from what I have read in the past was largely ignored by the support function.

As a point of interest - although I have limited experience of it due to excellent first-line telephone support where queries/issues are usually dealt with in the initial call - my ISP does follow up up by email should it be needed. They also have an online chat facility, which I haven't tried, but is probably as good as their phone support.

Re: Instagram ???!!! Forget it!!!

Baldrick1 — Thu, 15 Jan 2026 10:51:16 GMT

Are you confirming that the advice in the complaints code of practice referenced on the bottom of every page is incorrect and you can no longer raise a complaint ticket?

If so, I suggest @James_B that this needs updating asap

Re: Instagram ???!!! Forget it!!!

jab1 — Thu, 15 Jan 2026 11:01:38 GMT

@Baldrick1 Who is your query directed at?

Re: Instagram ???!!! Forget it!!!

Baldrick1 — Thu, 15 Jan 2026 11:07:52 GMT

Everyone really. In my opinion social media is for chit chat and is totally unsuitable for use as a means of communicating with businesses.

Re: Instagram ???!!! Forget it!!!

mystreet1 — Thu, 15 Jan 2026 11:10:39 GMT

On this page, https://www.plus.net/help/legal/complaints-code-of-practice/.
It states raise a 'online ticket' which links to the members page.

Re: Instagram ???!!! Forget it!!!

jab1 — Thu, 15 Jan 2026 11:12:40 GMT

OK. As far as I know, the complaints link is still functional, but IMO, should be reserved for genuine complaints. Thanks for your comment re 'social media'.

Re: Instagram ???!!! Forget it!!!

James_B — Thu, 15 Jan 2026 11:26:05 GMT

Hi @Townman,

I wasn't aware of any changes to our contact channel strategy so I've passed the feedback from this thread on to contact centre and social media management.

James

Re: Instagram ???!!! Forget it!!!

Townman — Thu, 15 Jan 2026 13:07:35 GMT

@James_B

Ooops James, did someone forget to copy you on the memo!

See Plusnet Contact | Plusnet

FWIW I am delighted to see that this forum is cited as the preferential channel for help rather than historically twitface. This in itself is positive progress.

Who looks after the social media channels, the same team which looks after this community or some other? If the same team, given that THIS channel is deemed the preferred contact route by the business, is this the priority space for their time?

Again if the same team, is there a (positive) practice of directing social media contacts to this community?

Social Media might be trendy, however the issue with being trendy is that trends change in a space where consistency and openness to all in facilitating contact is essential. Reinstating the ticket system has the merit of allowing users to raise issues in the context of their account ... and have those issues routed direct to those who can best address them. That could remove a significant volume of triage activity and take a lot of work off front line staff where back room effort is required.

Re: Instagram ???!!! Forget it!!!

James_B — Thu, 15 Jan 2026 13:53:22 GMT

@Townman

Yes, it's great to see the community as a preferential channel - it's testament to the great work of the membership.

There is already an open ticket to remove the Instagram mention and it should be updated before the end of the month. Thanks to @Linzi_H for flagging it a few week's back

In regards to Social Media staffing, it's the same team but different people. The Community Support Team work solely in the forums.

James

Re: Instagram ???!!! Forget it!!!

Townman — Thu, 15 Jan 2026 14:01:32 GMT

@paul1958

So Instagram is NOT an intended contact channel. This place and the telephone remain. Ask a question in the right place here and there is a fair chance that a member of the community might be able to give you the help you need before the staff get a chance to touch it!!

Re: Instagram ???!!! Forget it!!!

Dan_the_Van — Thu, 15 Jan 2026 14:31:56 GMT

@James_B

So, Instagram is not the intended channel for contacting plusnet for questions.

This is all very well, considering the community is an open public forum, there should be a secure and private method for contacting plusnet for questions, not everyone has time to phone in or even want to post on a forum.