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Why can't I open a new support ticket - or "Question" as you call them?

RogerDokee
Newbie
Posts: 3
Thanks: 2
Registered: ‎20-06-2018

Why can't I open a new support ticket - or "Question" as you call them?

I see that the option to open a new Question ticket isn't there any more, although I've certainly used it in years past.

 

Why?

 

I'd sure like to re-open a ticket that isn't actually resolved properly, but no dice for that idea.

 

Hmm, maybe I'll use the live chat thinger...  Nope, "live chat is currently unavailable".  I see.

 

So my only option is to phone in?  I'd really rather use a method that I can look back at later.

 

I haven't had to use Plusnet's support/customer-service mechanism for a few years, but it seems to me that it's gone to [-Censored-] these days.  I used to recommend PN to people based on the support just getting stuff done.  Now communication is lame AND (in my own recent experience) it's a fecking crusade to get the simplest of things done.

 

My own issue is a billing change for my broadband account.  Apparently Computer Says 'No' though.

 

When did Plusnet become so half assed?

 

Original question stands - why can't I now open Question tickets, or if I can, where have you buried the link?

8 REPLIES 8
RogerDokee
Newbie
Posts: 3
Thanks: 2
Registered: ‎20-06-2018

Re: Why can't I open a new support ticket - or "Question" as you call them?

"censored"  Hahahaha.

 

The word was [-Censored-].  So now [-Censored-] is a swearyword?  Are we worried some special snowflake will be offended?

 

My apologies.  I'll say "poop" from now on.  Bless their little cotton socks.

 

Moderator's note by Adie (Dvorak) Avoidance of swear filter removed

Waz
Plusnet Help Team
Plusnet Help Team
Posts: 42
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Registered: ‎18-06-2018

Re: Why can't I open a new support ticket - or "Question" as you call them?

Hi @RogerDokee,

 

Please accept our apologies for the difficulties you have experienced trying to raise a support question online.

 

We are taking steps to alleviate such issues arising. Your comments have been noted and will be considered when tailoring any future developments. Our ticketing system was amended sometime ago allowing users to contact for a few subjects that require the attention of specialist offline teams here. I understand you wish to contact us about a billing change, if you can elaborate on this I will be able to help or point you in the right direction.

 

If by a billing change you wish for your billing date to be amended, I’m afraid this isn’t something we have ever offered. Whilst we hope to offer this functionality in the future changing the billing dates is currently not possible.

Moderator's note by Adie (Dvorak) link fixed.

If this post resolved your issue please click the 'This fixed my problem' button
 Wasim I
 Plusnet Help Team
Townman
Superuser
Superuser
Posts: 16,900
Thanks: 6,995
Fixes: 67
Registered: ‎22-08-2007

Re: Why can't I open a new support ticket - or "Question" as you call them?

Note chat is never available if approached via help & support - use the contact us route.
RogerDokee
Newbie
Posts: 3
Thanks: 2
Registered: ‎20-06-2018

Re: Why can't I open a new support ticket - or "Question" as you call them?

Just to settle the dust on my own case for reference...

 

What I needed to do was change payment method for my broadband account from Direct Debit to Card.

 

Sound pretty simple, right? But Computer Says No.  Plusnet CS operators don't have the ability to flip a switch and make it so.

 

 

I ended up having a right old caper of CSOs deleting my CARD details, not once but twice among other comedies.

 

So I finally got what I needed by just starting from scratch.  Added a fresh DD.  Added a fresh Card.  Once DD was live, cancelled it.  Payment method defaults to Card.  Job done.  By me, the customer.  Never mind, it's all done now.

 

As to the matter of live chat - to this, from Townman:

Note chat is never available if approached via help & support - use the contact us route.

 

OK, if that's how it is, then that's how it is.  BUT, you see, the path was /presented/ for a live chat but shown as Not Available.  How would somebody possibly know there was a different way to arrive at that little chat icon and not have it greyed out?  It doesn't matter to me now, but for you guys, for your presentation and customer experience flow - a very simple little jiggle of the PN site templates would make sure that any time anyone wants a live chat, they get it.

 

I still want to be able to do the support ticket thing though.  Tickets should always be an option for a support service.  Easily referred back to in future, and can be dealt with at a time to suit the client.

 

Finally - the moderator who censored my cunning re-spelling of a word that rhymes with "twit".  Sigh.  Just sigh.  All part of the service.  *hoot*

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 15,183
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Fixes: 126
Registered: ‎27-04-2007

Re: Why can't I open a new support ticket - or "Question" as you call them?

Thanks for the feedback on this RogerDokee and I'm sorry you didn't have the best experience of getting support from us when you needed it.

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Townman
Superuser
Superuser
Posts: 16,900
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Registered: ‎22-08-2007

Re: Why can't I open a new support ticket - or "Question" as you call them?

Roger,

Completely support your point on the issue of chat via help & support - the SUs raised the issue in December / January, when we discovered why residential users were still reporting the service as UNavailable ... after we were told this cannot happen.

Our request to resolve this is on the todo list ... which I poked in reaction to this topic. In the meantime the best we can do is draw attention to the feedback sticky topic and to advise as above when new people report the issue again.
198kHz
Hero
Posts: 4,962
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Registered: ‎30-07-2008

Re: Why can't I open a new support ticket - or "Question" as you call them?

Roll_eyes You really couldn't make it up.

(no slight on you @Townman, I realise it's PN that are dragging their feet).

The older I get, the earlier it gets late.

ADSL2+   Billion 8800NL
Townman
Superuser
Superuser
Posts: 16,900
Thanks: 6,995
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Registered: ‎22-08-2007

Re: Why can't I open a new support ticket - or "Question" as you call them?

@198kHz,

There are a lot of challenging priorities!!