Unable to reply to or add info to a question raised by Plusnet

[#1]

Plusnet support team have opened question 215334330 on my account I am only able to view it but not reply to it. If I follow the link from the question (Member Centre Contact us facility) I get message "We're sorry, but you can no longer ask a question through the Help Assistant".

Is my only available option to call the the help line?

[#2]

Is the question showing as an 'open' one in your account?

[#3]

I'm not sure it ends with email notification sent to ........

but there are no boxes below this such as rely of add etc.

The email states "You can follow the progress of this Question online and add information if you need to" followed by a "review Question" button

[#4]

Have you actually checked in the Members Portal?

[#5]

Not showing on my account main page.

[#6]

Okay - in that case, have a look here: Plusnet 

[#7]

Yes it is under closed questions thanks for pointing this out.

So I will be unable to reply even though it say I can in the email?

[#8]

Thanks for your help looks like I will have to call the help line.

[#9]

Unfortunately, that is the situation. I can't explain why, but for some reason Plusnet have decided that 'questions' are an unsuitable communications medium and make responding to them nigh on impossible.

Is this something which you can safely post in an open forum (not totally account specific?) or something you can/are prepared to share?

[#10]

They are charging me £65 for a BT engineer visit.

At first they said the engineer did not get access to the property but now they say he fixed internal wiring.

I was waiting all afternoon for the engineer but he did not show. It turns out that BT had the wrong post code so he went to the wrong address and could not be asked to try to contact me on either landline or mobile.

The fault was in fact fixed a week later by another engineer and was at the top of a pole in the road and not internal.

The fault started following the pole being replaced in 2017 and after 2 engineer visits at that time I lost all hope of getting an engineer to check the pole. Recently I decided to give them another go at fixing the fault which had become more permanent and less intermittent.

[#11]

Okay - so typical BT incompetence is being blamed on you. From what you have posted, that charge is totally bogus and Plusnet should be contesting vigorously on your behalf.

See what you can do on the phone, but as it is the weekend, I don't hold out much hope. Maybe if one of the more experienced Help Team members spots this topic later, it may get proper attention.

[#12]

Thanks John I'm glad you agree that I have a case for getting the charge dropped.

I won't try to phone today as I can do without spending hours on the phone.

Thanks again for you support and encouragement.

[#13]

No problem - let us know how it goes.

[#14]

@stroker 

If no-one comes along to help you can always raise a ticket by making a formal complaint,  https://www.plus.net/help/legal/complaints-code-of-practice/ It sounds like a complaint is more than justified.

[#15]

Good point, @Baldrick1 and I missed that. The question remains though - why was the OP invited in the email to follow/reply to a CLOSED ticket? Extremely sloppy.