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New Help & Support Pages

Plusnet Help Team
Plusnet Help Team
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Registered: 25-03-2015

New Help & Support Pages

Over the last 6 months we’ve been working hard to redesign our Help & Support pages. This has included inviting customers to provide feedback through face to face research sessions, user testing & rewriting our content. We’re very pleased to share the first phase of that work – the launch of our Beta trial.
You’ll notice not all pages have been migrated yet – we’ll continue to do move these over in the next few months. Until then, if you have any feedback at all then please let us know so we can review and look to include in future releases.
If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
10 REPLIES
Midnight_Caller
Rising Star
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Registered: 15-04-2007

Re: New Help & Support Pages

@HarryB, Did you consider this: Chat and screen readers ?
I don't think you did, and I don't think you considered the disability discrimination act 1995 either.  Angry  Angry
Community Gaffer
Community Gaffer
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Re: New Help & Support Pages

Hi @Midnight Caller
We've built the new site to standard best practice to make sure screen readers are compatible, including testing it pre launch. If you're having any specific problems it'd be great if you can share so we can investigate it a little further?
Thanks
Liam
rongtw
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Re: New Help & Support Pages

Would be nice if someone could also investigate ,, Call wait times  Shocked
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Community Veteran
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Re: New Help & Support Pages

Liam, his grouse is specifically chat.
http://community.plus.net/forum/index.php/topic,146241.html was started on Saturday - no response from Plusnet in over 5 working days.
I raised that in response to the post linked in the first topic - and there's been no response on that topic either.
Plusnet are insisting that Gary communicates via Chat when he can't because of his disability - a clear breach of the DDA.
jelv (a.k.a Spoon Whittler)
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Community Gaffer
Community Gaffer
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Re: New Help & Support Pages

Understood - I'd not seen that post and we've raised directly with Liveperson this morning. Will come back to you.
Community Veteran
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Re: New Help & Support Pages

Perhaps you could also get someone to show some common sense and respond to his ticket!
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
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Plusnet Help Team
Plusnet Help Team
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Re: New Help & Support Pages

I believe someone responded to the ticket on 30/11/15.
@Midnight Caller - Please correct me if I'm wrong with that or if anything else needs answering on that ticket.
If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
Midnight_Caller
Rising Star
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Registered: 15-04-2007

Re: New Help & Support Pages

@HarryB, Just seen on the member centre: "Our Support Team have replied to your question" Answered by support team on 30 Nov 2015 at 10:46am
Well I would not have known for the simple reason I was waiting for an email from Support, the Support system normally lets you know when there has been a reply from Support.
The answer that I have received still does not answer my question, I will give them "A" for effort on this Answer.
Can you Answer my question: "Will spam protection work with Redirects? i.e. email forwarding"
Plusnet Help Team
Plusnet Help Team
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Re: New Help & Support Pages

Quote
Can you Answer my question: "Will spam protection work with Redirects? i.e. email forwarding"

Yes it does work unless subject line tagging is enabled.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Midnight_Caller
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Re: New Help & Support Pages

@Adam_Walker, Thank you for answering my question.