No Way to contact Plusnet - wonder how it wins award for customer service (or does it?)

Enkay · ‎17-12-2017

My phone was blocked as my usage was high, I got a message to top up - which I did but even after several days the phone service is still blocked asking me to contact customer service. So here is where the issue starts - how to contact PLUSNET

- No email to connect

- Chat is offline

- Have made 2+ calls wait for over 25 min

Hence I am using this post to get attention

1. Can someone from plusnet either fix my phone or tell me how to 'discuss' with customer service.

2. Let me know if I can file complain with OFCOM and get compensation since my line has not been unblocked for several days in spite of me topping up.

Gandalf · ‎21-04-2017

It looks like we had to manually remove the restrictions.

Apologies for the inconvenience caused.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.

Anoush Mortazavi
Plusnet

Enkay · ‎17-12-2017

So I as a customer suffered because your systems failed. Inspite of paying credit, I was denied service. I want to know who can I complain - is there an internal process or should I directly contact OFCOM.

On top of it you seem to be cutting costs by having minimal customer service staff, because of which customers cannot even connect with you by waiting for reasonable time on the phone, posts on community take 1+ day to respond and tweets dont get acknowledgement.

LaurenB · ‎07-12-2017

I am sorry for any inconvenience caused by this issue.

You can view our Complaints Code of Practice here

If this post resolved your issue please click the 'This fixed my problem' button

Lauren Barry
Plusnet Help Team

BJP · ‎28-02-2018

Chat function is still offline. No email function. Difficult/impossible/very time-consuming to get through by phone.

Townman · ‎22-08-2007

That all depends on how you approach chat via the portal - see here https://community.plus.net/t5/Plusnet-Feedback/Chat-service-availability/td-p/1510365/jump-to/first-...

In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links

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.

If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.

Gandalf · ‎21-04-2017

Sorry to hear that @BJP

Is there anything I can help you with over here?

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.

Anoush Mortazavi
Plusnet

BJP · ‎28-02-2018

Yes: please provide the full name and email address of a customer services manager.

Townman · ‎22-08-2007

@BJP,

Looking here - https://community.plus.net/t5/Plusnet-Feedback/Shocking-service/m-p/1519061#M80786 - it seems that your problem is resolved.

Plusnet can be contacted via phone, via chat (use the Contact Us route on the portal), you can write to head office (see here - https://www.plus.net/help/legal/complaints-code-of-practice/)

In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links

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.

If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.

BJP · ‎28-02-2018

No, not resolved. Thanks for the link.