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How do you get support here?

trayler
Newbie
Posts: 2
Registered: 21-03-2017

How do you get support here?

My fibre broadband has been playing up (Speedtest was showing only about 1MB download speed), tried rebooting both the OpenReach and WiFi router which briefly resolved the issue. Shortly later the WiFi router is showing a red light for internet and after a reboot it isn't showing any lights here.

So there appears to be a problem with the line. However on the past there appeared to be a way of initiating cases online which has now either disappeared or been well hidden and trying to call support is a waste of time unless you are a big fan of hearing hold music and apologies until 10pm when the service closes

Anybody know how to get support or should I just ring through to cancel and find a usable ISP tomorrow?
5 REPLIES
Browni
Seasoned Champion
Posts: 1,614
Thanks: 461
Fixes: 36
Registered: 02-03-2016

Re: How do you get support here?

https://faults.plus.net is a good starting point.
I must have been really bad in a previous life. This is my 3rd ISP in a row that uses lithium.
trayler
Newbie
Posts: 2
Registered: 21-03-2017

Re: How do you get support here?

Thanks for the link, it would be useful if they made it accessible via their support site but they obviously like to keep it well hidden.

The fact they describe themselves as having award winning support is shocking.
Community Veteran
Posts: 1,215
Thanks: 170
Fixes: 29
Registered: 13-08-2015

Re: How do you get support here?

Its one of the first pages on their help pages!

trayler
Newbie
Posts: 2
Registered: 21-03-2017

Re: How do you get support here?

You used to be able to access it via portal.plus.net

When I look at the help pages all I see is a limited set of questions with answers and a link to try calling them
Plusnet Staff
Plusnet Staff
Posts: 2,123
Thanks: 362
Fixes: 115
Registered: 22-08-2015

Re: How do you get support here?

Hi there @trayler

 

I am sorry to hear are unable to connect to the internet.

 

I've looked through your account and I can see your should be back online now? I'm testing your line and I'm seeing an active Major Service Outage that your circuit is affected by. Fingers crossed it's fixed soon.

 

As for raising a fault to us online, you can find the above link by going through our Help & Support pages at www.plus.net, apologies it isn't on the contact us page.

 

We do encourage our customers to run through the troubleshooting on their side before raising a fault to us.

 

I apologise for the inconvenience caused.

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support