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Does being Deaf mean I cannot talk to anyone at PlusNet?

mrrpage
Dabbler
Posts: 12
Thanks: 4
Registered: ‎11-09-2020

Does being Deaf mean I cannot talk to anyone at PlusNet?

I'm a new customer, took up Broadband and mobile options.

Everything was going great, and then my sim arrived, but with a different number. Did give PAC number when I signed up!

Went on to the site and finally found Chat, only to see, Not Available.'

I'm deaf and cannot make or take calls. I'm disabled, housebound and very independent, so will not ask someone to phone for me; it is so demining.

So, is it a case that because I'm deaf, I cannot communicate with Plusnet?

22 REPLIES 22
Strat
Moderator
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Re: Does being Deaf mean I cannot talk to anyone at PlusNet?

Moderators Note
This topic has been moved from General Chat to Mobile.

Customer and Forum Moderator. Windows 10 Firefox 94.0.2 (64-bit)


Eggs
Grafter
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Registered: ‎30-07-2015

Re: Does being Deaf mean I cannot talk to anyone at PlusNet?

I too am deaf (actually very hard of hearing) and am in the same situation as you.

Basically - we are shafted and forgotten - again.

mrrpage
Dabbler
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Registered: ‎11-09-2020

Re: Does being Deaf mean I cannot talk to anyone at PlusNet?

Hi Eggs... this is not I what I wanted to hear.... No PUN intended!

 

mrrpage
Dabbler
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Registered: ‎11-09-2020

Re: Does being Deaf mean I cannot talk to anyone at PlusNet?

I've tried to tweet as suggested and although I can see the tweet and it tells me that there is someone there from 8 to 8, nobodies there!?

shutter
Community Veteran
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Registered: ‎06-11-2007

Re: Does being Deaf mean I cannot talk to anyone at PlusNet?

Yes,.... that is the case.... UNFORTUNATELY.... and a reason I left Plusnet after 12 years

 

Live chat was closed down, leaving many customers "trying again" for days on end...

 

The only way a deaf/hard of hearing/speech impaired person can communicate is via third party app. that involves you typing your questions/answers to some one, somewhere, who has nothing to do with plusnet... they will then speak your typed words to Plusnet customer service.... the Plusnet customer service person will speak back to that person who will then type back to you what they said.. plenty of room for misunderstandings. and mis representation between all parties on the system.

Alternatively.. you can use twitface,...or find the relevant "Board" on this forum, to  pose a question on, and "hopefully"  ...... "someone" who may, or may not be, a plusnet customer service agent, will try to help you.

I shall send you a PM, to give you the information about who I moved to, ...

mrrpage
Dabbler
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Registered: ‎11-09-2020

Re: Does being Deaf mean I cannot talk to anyone at PlusNet?

Hi Shutter,

 

Text Relay is a good service, but in this day and age, it isn't needed and it too, for me is demeaning!

Even if PlusNet had one of those new-fangled things called email, or what about a telephone number that accepts Text?

They seem keen to let you know they are, 'Ready To Go.' I've had loads of emails and even a letter this morning, but really although I'm ready, Plusnet really isn't!

 

If not sorted I will have no choice but to cancel, before it even starts! Plusnet... Where are you?

Eggs
Grafter
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Registered: ‎30-07-2015

Re: Does being Deaf mean I cannot talk to anyone at PlusNet?

Clearly Plusnet are taking the view we will eventually be quiet and go away

shutter
Community Veteran
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Registered: ‎06-11-2007

Re: Does being Deaf mean I cannot talk to anyone at PlusNet?

@mrrpage   & @Eggs   Have sent you a P.M.   Smiley

mrrpage
Dabbler
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Registered: ‎11-09-2020

Re: Does being Deaf mean I cannot talk to anyone at PlusNet?

Twitter Help?Twitter Help?Still Waiting?Still Waiting?

mrrpage
Dabbler
Posts: 12
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Registered: ‎11-09-2020

Re: Does being Deaf mean I cannot talk to anyone at PlusNet?

Ok... @shutter  How do I PM and will anyone read it?

 

Who do I send it to?

shutter
Community Veteran
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Registered: ‎06-11-2007

Re: Does being Deaf mean I cannot talk to anyone at PlusNet?

 

look in the top right corner at your avatar... and you should see a number there... click on your avatar to see if it is a message...

click on the "reply" ... and only you and me read it ....

or ... you can click on my avatar( name) .. and then scroll down a bit.. and "contact me" details.. send private message....

 

Mads
Plusnet Help Team
Plusnet Help Team
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Re: Does being Deaf mean I cannot talk to anyone at PlusNet?

Good morning @mrrpage

I'm sorry you've had some trouble getting in touch with us and I can certainly understand Relay UK can be somewhat demeaning - another avenue to discuss your mobile account is utilizing the support email address: mobile-help@plus.net . I'd also recommend making sure the additional support forms are filled out on both your mobile and broadband accounts so we can ensure any additional support/notes are placed on the account correctly.

 

I've responded to your earlier DM's over Twitter.

 

@Eggs

As above I am sorry you feel this way and I want to help resolve the matter for you. Please drop the following info over PM to me: 

 

- Your full name and confirmation you are the account holder

- Your full address with postcode

- Your Plusnet mobile number 

 

Thanks all. 

If this post resolved your issue please click the 'This fixed my problem' button
 Maddy S
 Plusnet Help Team


mrrpage
Dabbler
Posts: 12
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Registered: ‎11-09-2020

Re: Does being Deaf mean I cannot talk to anyone at PlusNet?

Morning @shutter @Eggs 

I have recieved a reply this morning from @Mads and sent information as requested, so fingers crossed!

I'll let you know.

@shutter you been here since 2007!? 😳 @Eggs 2015 and me... maybe 2020 😁

 

Please stay safe and keep well in these crazy times! 😷

shutter
Community Veteran
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Registered: ‎06-11-2007

Re: Does being Deaf mean I cannot talk to anyone at PlusNet?

 

@mrrpage wrote:

 

@shutter you been here since 2007!? 😳

 

 

Yes, and when I started back then it was a first class ISP... but gradually over the past 5 years, it has deteriorated in the customer service department.... particularly for the likes of us.... (disabled but not obviously so)... deaf/hard of hearing/speech impaired.... and the nail in the coffin was the shabby way that Plusnet shut down Live Chat, which forced me to seek a better customer service level, for the same amount of money... !