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

Enkay
Hooked
Posts: 5
Thanks: 1
Registered: ‎17-12-2017

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

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.

 

9 REPLIES 9
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 25,228
Thanks: 9,168
Fixes: 1,478
Registered: ‎21-04-2017

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

It looks like we had to manually remove the restrictions.

Apologies for the inconvenience caused.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Enkay
Hooked
Posts: 5
Thanks: 1
Registered: ‎17-12-2017

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

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
Plusnet Help Team
Plusnet Help Team
Posts: 2,567
Thanks: 507
Fixes: 129
Registered: ‎07-12-2017

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

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
Dabbler
Posts: 13
Registered: ‎28-02-2018

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

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

Townman
Superuser
Superuser
Posts: 19,676
Thanks: 8,025
Fixes: 94
Registered: ‎22-08-2007

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

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-...

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.

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 25,228
Thanks: 9,168
Fixes: 1,478
Registered: ‎21-04-2017

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

Sorry to hear that @BJP

Is there anything I can help you with over here?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
BJP
Dabbler
Posts: 13
Registered: ‎28-02-2018

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

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

Townman
Superuser
Superuser
Posts: 19,676
Thanks: 8,025
Fixes: 94
Registered: ‎22-08-2007

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

@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/)

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.

BJP
Dabbler
Posts: 13
Registered: ‎28-02-2018

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

No, not resolved. Thanks for the link.