New 'faces'?
From here - https://community.plus.net/t5/My-Account-Billing/Missing-Account-Credit/m-p/2023756#M74507
"new face" staff member stated -
@Chris_S wrote:
Although we don't have access to Plusnet systems ... ... I can pass details on to a manager to arrange a call back.
Chris S
So let me get this right -
- The previous Plusnet forum help staff (Marsh, Winding, Tina, LexLex, etc) have been REPLACED by the "new faces".
- The "new face" staff don't have access to the Plusnet systems - so can't directly answer queries or initiate an action.
- If a "new face" needs a Plusnet clarification or an action taken then they rely on a manager call back, and presumably hope that a 'manager' has the knowledge to perform account actions.
- In the mean time the forum has been rendered unusable to volunteers like me who frequently interact using images,
- Management oversight of this forum is left to pathetic ineffective cowards who avoid answering @jab1 's questions.
It seems to me that Plusnet management have abandoned this forum as a support channel, and are now freeloading on the goodwill of us volunteers (including mods and superusers) who continue trying to resolve THEIR customer's problems.
As a forum member, if there are no staff with access to Plusnet systems, then there is no way to 'flag' an experienced staff member who can now do anything - so what's the point in us attempting to help.
Forum moderators have been expected to take on the unpaid additional workload of Plusnet's legal responsibilities of approving forum images in a reasonable time frame, a system which clearly doesn't work, and has had no indication of improvement a month after the issue was escalated to management.
Forum SuperUser @Townman appears to have personally taken on the task of diagnosing and responding to all of Plusnet's email queries, when Plusnet should have had a visible dedicated trained staff member (or team) to deal with these issues. I hope @Townman is being suitably compensated for the huge effort undertaken to create an email diagnostic pathway.
With recent reports like this - ISPreview - Broadband ISP Plusnet Reportedly Cuts Over 100 More UK Jobs
@jab1 's prediction of this forum imploding by Christmas looks more likely than ever, also the fact that Plusnet continue to withdraw staff and are providing minimal coverage from the totally ineffective 'EE' support 'new faces', makes me question whether the Plusnet brand is about to disappear, or become a sub-tier of 'EE'.
I'm so glad that I pre-emptively migrated my Force9 email to a third party specialist email provider (after one of the many Plusnet data breaches), migrated my landline phone number to third party VoIP before the POTS 'stop sell', and moved broadband to an ISP who has extremely proficient staff that answer support emails in typically three minutes, and interact with the customer at the customer's level of ability, and do what they say immediately, and then always check that issues are completely resolved and that the customer is happy. I would have no faith in Plusnet as being an ongoing provider of anything, and certainly wouldn't recommend any friends or family to use Plusnet as their broadband supplier.
I can't see any point in me spending any more time here, as Plusnet management are now taking the pee. Having contributed here since the original forum in 2007, it is difficult to let go of this place where I've had many online friends over the years, but without real-time image approval, and the withdrawal of knowledgable forum staff, it has become too much effort and time consuming to try and engage with other customer's problems as an unpaid volunteer, when previously I'd be happy to stay up half the night exchanging screenshots when helping improve modem stats or tuning QoS optimisations.
I'm not quite ready to 'anonymise' my forum account, but will mostly watch rather than contribute to this forum, in the hope that things here improve.
Good luck @jab1 if you are going to continue answering people's problems, while the forum has reached this state of support abandonment.
Well that was interesting: mods and super users see unapproved images in situ when browsing posts, but not apparently when attempting to quote such a post in a reply. I have thus approved the image in your post.
@outcast wrote:
Forum SuperUser @Townman appears to have personally taken on the task of diagnosing and responding to all of Plusnet's email queries, when Plusnet should have had a visible dedicated trained staff member (or team) to deal with these issues. I hope @Townman is being suitably compensated for the huge effort undertaken to create an email diagnostic pathway.
Thank you for your kind words. The 'compensation' is derived from the satisfaction that the contribution makes a meaningful difference to the community and that arising from delivering a crafty diagnostic tool within the constrains of the forum post functionality. Creating smart HTML content and cheats is deeply satisfying!! 
Sharing of knowledge which might help less adept users, in spite of the obstacles, is also reward on itself. Knowledge acquired over many years not shared is potentially a tragic loss. I've work with email services on and off since the early 1980's - to be honest not a lot has changed from a technology perspective, beyond the use of email as a courier service rather than a messaging service ... and it being a vehicle to con people requiring draconian management.
