Service for referral
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Service for referral
09-12-2013 10:07 PM
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Re: Service for referral
10-12-2013 9:04 AM
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Having said that, I can give general information without breaking DPA.
The fault was that the line dropped connection regularly, since the engineer the line has been connected solidly for over 15 hours.
Quote Plusnet said an engineer would come today which may cost £60.
The only time we'd charge for this is if the fault was proved to be caused by the internal setup or wiring, the tests we ask people to go through before reporting a fault are designed to rule out these issues.
Quote He did left the phone disconnect and will come back at some time and will cost £150.
Is the phone still disconnected? As mentioned the broadband is on. Also who mentioned the £150 charge?
Re: Service for referral
10-12-2013 9:36 AM
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Quote from: Chris Having said that, I can give general information with[without] breaking DPA.
Chris,
Off topic, but!! How refreshing to see positive reference to DPA without using it as a reason for not helping. Sadly all too often DPA is used as a foil not to be helpful, when help could be provided without the divulgence of DPA protected information. There are lots of Internet users out there who have little idea of how to deal with service supply issues (especially the more technical ones) and therefore need assistance from someone else more able. Even the process of requesting that assistant be 'authorised' can be daunting, let alone time consuming.
This is one of the most helpful responses I have seen from PN in respect of a 3rd party's issue - could this become SOP for the support channel in general please?
Cheers,
Kevin
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Re: Service for referral
10-12-2013 9:38 AM
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Re: Service for referral
10-12-2013 2:43 PM
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Quote from: Chris I've been pushing for us to be able to give more general help on faults and similar issues. Anything where there is personal or sensitive data, then obviously not but faults and similar is something I'd like us to be able to comment more on.
We do plan on doing this in the future, but due to potential data security risks, our staff will need a fair chunk of training so that they are comfortable with what they can and cannot say to someone who does not have access to the account.
Re: Service for referral
10-12-2013 6:04 PM
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This is a bold, sensible and welcomed step forward which will enable those of us who have referrals experiencing difficulty to render direct assistance without the necessity to be fully authorised on the referee's account, which could be more privilege that is appropriate. Is there a time scale for this please?
Must stop this hi-jack of the OP's thread - my original comment was simply to say "well done" to Chris!
Kevin
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
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