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Can we refine what goes where so as to deliver the best help to users?

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Superuser
Superuser
Posts: 10,016
Thanks: 1,549
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Registered: 22-08-2007

Can we refine what goes where so as to deliver the best help to users?

I suggest that for some issues, the Broadband / Fibre / Business segmentation does not best help some users find the right help if they are "forced" to post in one of the above just because they are an ADSL / Fibre / Business user.

I am particularly thinking about non-Plusnet routers (for sure) and possibly even Plusnet routers too.  Often such queries are generic and not specific to an ADSL / Fibre / Business context: placing those queries in a generic location ought to expose the request to help to a wider but more specialised part of the community.

I am sure that there are other matters as well - especially some posted on Business which could be addressed more appropriately elsewhere.

I am NOT suggesting a wholesale rearrangement of the boards, rather some small adjustment about where given users might be best placing generic queries.  Debates on issues being moved to Business just because the question was asked associated with a business account come to mind here.

What do people think?

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

Re: Can we refine what goes where so as to deliver the best help to users?


Townman wrote:
Debates on issues being moved to Business just because the question was asked associated with a business account come to mind here.

What do people think?


A few that come to mind relate to threads that I requested were moved to the business board as people called out the engineer charge that was advised on a fault report, as this differs from Business to Residential.

 

The products offered on Business also differ from Residential, with the options of Annex M, IP Blocks, enhanced care etc.

As such, the information on a Fibre, ADSL or router query could differ greatly for a Business customer compared to Residential.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
Superuser
Superuser
Posts: 10,016
Thanks: 1,549
Fixes: 19
Registered: 22-08-2007

Re: Can we refine what goes where so as to deliver the best help to users?

May be we need to review on a case by case basis then?

I'm mindful of a user on business at the moment trying to get what sounds like generic help with a router problem ... I do wonder if they would be better helped with the issue on the routers board?

Plusnet Staff
Plusnet Staff
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Registered: 05-04-2007

Re: Can we refine what goes where so as to deliver the best help to users?

Fix

Definitely needs to be case by case IMO.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff