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Free calls to Plusnet Support at all times

Richchad
Rising Star
Posts: 464
Thanks: 15
Registered: ‎30-07-2007

Free calls to Plusnet Support at all times

Following the BB outage this morning I didn't know where to ring Plusnet to find out Service Status...    Sad
What is the number I should ring that is advertised as Free calls to Plusnet Support at all times that I have with my Home phone contract?
29 REPLIES 29
LinnPlusnet
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,686
Registered: ‎03-02-2014

Re: Free calls to Plusnet Support at all times

Hi Richchad,
I'm sorry to hear you were effected by the outage this morning.
The best way to view our Service Status is here: http://www.plus.net/supportpages.html?a=2&?helpheader=servicestatus
If you have alternative access to the internet (i.e a smartphone) this is the best place to view any updates. If you call us (like many other people) you will more than likely be stuck in a very long queue. However, for future reference the free phone number to call from your PN land line is 0800 432 0200.
Richchad
Rising Star
Posts: 464
Thanks: 15
Registered: ‎30-07-2007

Re: Free calls to Plusnet Support at all times

Thanks for the quick reply Linn, yes that was the number I found this morning, unfortunately it didn't tell me anything as no answer...
I was hoping for a dedicated number that had a recording telling callers there was a problem at Plusnet so at least they would know it wasn't at their end or possibly BT.
LinnPlusnet
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,686
Registered: ‎03-02-2014

Re: Free calls to Plusnet Support at all times

Normally this is the number that would inform you of any problems. In this instance due to the sheer volume of people effected and the amount of calls coming in to us it meant that our phone system wasn't able to get this message out to everyone calling in. I'm sorry for this experience.
BenTrimble
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,106
Registered: ‎06-02-2008

Re: Free calls to Plusnet Support at all times

All of our published numbers for Support are free to call from a Plusnet landline:
03451400200
08443950830
08450020170
08450020177
08451400030
08451400080
08451400104
08451400200
08451400250
08451406002
This is regardless of length, time of day, package, etc. etc. Any number which is not on this list will be charged as usual.
adie:green removed certain numbers by request]
reserved
Grafter
Posts: 617
Registered: ‎08-11-2008

Re: Free calls to Plusnet Support at all times

Quote from: Ben
All of our published numbers for Support are free to call from a Plusnet landline:
03451400200


Useful number to use from a mobile as it should be cheaper or free in "included minutes.
Richchad
Rising Star
Posts: 464
Thanks: 15
Registered: ‎30-07-2007

Re: Free calls to Plusnet Support at all times

Thanks Ben & reserved for the useful numbers... will make a note of them.
LinnPlusnet
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,686
Registered: ‎03-02-2014

Re: Free calls to Plusnet Support at all times

Indeed, reserved. The 0345 number is on our website as well. You can find this here: http://www.plus.net/home-broadband/contact/
Townman
Superuser
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Registered: ‎22-08-2007

Re: Free calls to Plusnet Support at all times

In the context of this thread, how is "support" defined?  I had rather taken it to mean anything which facilitates assistance to your customers.
Yesterday I rang COTS on 03301239197 expecting the call to be considered a free support call but I picked up a charge of £1.15 - purpose of call was to discuss a new contract.
Is this a mistake or are calls to COTS considered not support calls and charged by intent?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Dan_the_Van
Aspiring Champion
Posts: 1,105
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Registered: ‎25-06-2007

Re: Free calls to Plusnet Support at all times

I would say not a mistake. From contact us link.
Dan.
Townman
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Registered: ‎22-08-2007

Re: Free calls to Plusnet Support at all times

However, those numbers are listed under the general description of "support".  Ben's list above includes a 0345 number and I know the 0114 numbers are not charged either.
Kevin

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Dan_the_Van
Aspiring Champion
Posts: 1,105
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Registered: ‎25-06-2007

Re: Free calls to Plusnet Support at all times

Kevin,
Yes, but my screen shot was from the support pages. It's a question of reading the large small print at the bottom.
03xx pages were added by PN to allow people who have inclusive calls (mobile or land line phones) not to be charged.
Dan.
198kHz
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Posts: 5,590
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Registered: ‎30-07-2008

Re: Free calls to Plusnet Support at all times

The broadband service status number - 0800 917 6714 - appears to be operational, though with no messages at present.
Is it still updated in the event of major service outages?
If you want the best seat in the house, move the cat
FTTC 40/10   Billion 8800NL
BT technician (Retired)
Townman
Superuser
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Registered: ‎22-08-2007

Re: Free calls to Plusnet Support at all times

Quote from: Ben
All of our published numbers for Support are free to call from a Plusnet landline:
...
Any number which is not on this list will be charged as usual.

Ben,
There are other currently published numbers for support not in that list.
Further, does this mean that the previously published 0114 numbers (e.g. +44 114 296 5198) are no longer free?  If so, when was this announced please?
@Dan,
Ben's statement is "All published numbers", not "Some published numbers".  Any number which facilitates access to "support" should be uncharged from a PN phone, if for no reason other than it is a call to another PN phone user - unless PN do not use their own phone services for support!  Roll_eyes
Quote from: https
Free calls to Plusnet Phone customers at all times

Finding this statement took a lot of searching, it is no longer so prominently promoted as it used to be.
Kevin

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Dan_the_Van
Aspiring Champion
Posts: 1,105
Thanks: 316
Fixes: 26
Registered: ‎25-06-2007

Re: Free calls to Plusnet Support at all times

Quote from: Ben
All of our published numbers for Support are free to call from a Plusnet landline:
03451400200
08443950830
08450020170
08450020177
08451400030
08451400080
08451400104
08451400200
08451400250
08451406002
This is regardless of length, time of day, package, etc. etc. Any number which is not on this list will be charged as usual.
[Moderator's note by Adie (dvorak) removed certain numbers by request]

Kevin where is  03301239197 on the above list?  Roll_eyes
Dan.