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No response to Emails No phone access No Live chat available

FIXED
ChrissJ
Hooked
Posts: 5
Fixes: 1
Registered: ‎04-03-2018

No response to Emails No phone access No Live chat available

Here is an email I sent yesterday: Hi, I am a disabled plusnet mobile user, I live alone.

 
I broke my phone last week and had to order a new one online. It arrived this morning, I put my Plusnet sim in and it has asked me for SIM network unlock PIN. I tried the default PIN 0000, nothing, I tried the next default 1111, nothing, other than it now asks me to provide a PUK, I can only get this by communicating with Plusnet, my only means of doing this is through live chat or email there is no live chat available for the last 2 hours so how am I supposed to resolve this issue?
Your help with this would be much appreciated.
 
Regards, 
Chriss
 
Just under 24 hours later, first response:
 
Hi Chriss,
 
Thanks for your e-mail with regards to your Plusnet Mobile account.  
 
Can you please confirm the following information?
Full name:  
Full address and post code:  
3rd & 4th character of ‘Your memorable place‘:
 
Once this has been received I’ll be able to assist you with your query, Chriss.  
 
Thanks again,

 

[CSA Removed]

 

I replied with the requested info. I emailed twice again still no response.

 

I repeat: I am a disabled person that is house-bound at present, I live alone, yet Plusnet cannot or, will not respond so that I might have access to telephone. Is that ok Plusnet?

Moderator's note by Mike (Mav): CSA name(s) removed (to an area staff can see) as per Forum rules.

8 REPLIES
Moderator
Moderator
Posts: 19,038
Thanks: 2,088
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Registered: ‎11-01-2008

Re: No response to Emails No phone access No Live chat available

Do you have an ad blockers or similar installed in your browser? These can sometimes interfere with the live chat

Customer / Moderator / If it helped click the thumb / If it fixed it click 'This fixed my problem'

ChrissJ
Hooked
Posts: 5
Fixes: 1
Registered: ‎04-03-2018

Re: No response to Emails No phone access No Live chat available

Turned off for Plusnet.

ChrissJ
Hooked
Posts: 5
Fixes: 1
Registered: ‎04-03-2018

Re: No response to Emails No phone access No Live chat available

and also I tried with more than one browser.

MichaelWilliams
Pro
Posts: 304
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Registered: ‎13-07-2017

Re: No response to Emails No phone access No Live chat available

I'm very sorry to hear you're having problems getting in touch, ChrissJ. Our email teams aim to respond to all queries within 24 hours; during busier times this can be closer to the full 24 than we'd like. I'm aware that Live Chat is busy today too, however something doesn't sound quite right as you should certainly be able to get on. Again, I'm very sorry for the inconvenience so far, and I'd like to take this on and get everything sorted for you tonight here on the forum.

 

Could you please send me a Private Message with your full name and address and we can get started? 

 

 

 

 Michael Williams
 Plusnet Help Team
ChrissJ
Hooked
Posts: 5
Fixes: 1
Registered: ‎04-03-2018

Re: No response to Emails No phone access No Live chat available

Hi,

sorry, how do I PM you? I only just registered hear on the forum a couple of hours ago.

Moderator
Moderator
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Registered: ‎14-04-2007

Re: No response to Emails No phone access No Live chat available

Click on Michael's name on the left of his post and on the following screen you should see 'Send Private Message' on the right.

Customer and Forum Moderator. Windows 10 Firefox 63.0 (64-bit)

ChrissJ
Hooked
Posts: 5
Fixes: 1
Registered: ‎04-03-2018

Re: No response to Emails No phone access No Live chat available

Fix

Thank you..about 30 seconds after posting I thought about it a little more. Wink

MichaelWilliams
Pro
Posts: 304
Thanks: 54
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Registered: ‎13-07-2017

Re: No response to Emails No phone access No Live chat available

Cheers @Strat for your help.

 

ChrissJ, I've just picked up your PM and will reply now Smiley

 Michael Williams
 Plusnet Help Team