A shout for customer services.

[#1]

I claim to know what I am doing and am hard of hearing. Telephone support can be highly frustrating for me.

Last Tuesday 28th October morning around 1.30 am I lost all internet use.

After getting up later that day I checked everything, including the router setting. Still no joy.

With great trepidation I texted for a call back from customer services expecting the worst.

I received such a call within 10 minutes from a chap with a clear English accent. I didn't catch everything he said but got the gist of it, and after taking my details he knew immediately the issue.

I am in the habit of periodically changing my passwords on all sites and devices. For whatever reason the router had rebooted and was trying to use my old Plusnet password to make the connection. I hadn't changed the connection password.

And I am supposed to know what I am doing.

I also use my own router which Plusnet don't have to support. 

A great service.

[#2]

@Eggs 

Are you registered with PN as a "vulnerable person" ? If not, you can do so via your Member's portal.

Brian

[#3]

Moderator's note:
Thread moved from Full Fibre to Plusnet Feedback.

[#4]

Yes I am. Which doesn't help much since Plunet only provide telephone support.

[#5]

They also provide support via the Relay UK assist service - see Digital Accessibility | Help | Plusnet specifically Here for you | Help | Plusnet (Ways to stay in touch).

There is also this space and if further engagement is required, some matters can be progressed via the ticket system.

All that said, it is great to hear that the support guy got your issued fixed swiftly ... something which the Plusnet supplied router would have done for you with no intervention.