Contacting support

[#1]

How do I get in touch? Online chat isn't working. Phone says there is a 45 minute queue but I can submit an online support request. Where? I've been searching the site for ages and seem to be in an endless loop telling me to phone or use live chat.

[#2]

regarding Chat - try disabling your ad blocker
I just tried Chat and got through instantly

[#3]

Thanks that worked, but there's a queue for live chat....
mav:quote

[#4]

Incredibly, when I got through to live chat they refused to do anything, saying they couldn't deal with this sort of issue (technical fault their end) and "we have too many customers to raise individual tickets any more".

[#5]

have you tried raising a fault at https://faults.plus.net
if you can explain the problem we may be able to point you in the correct direction

[#6]

Quote

ncredibly, when I got through to live chat they refused to do anything, saying they couldn't deal with this sort of issue (technical fault their end) and "we have too many customers to raise individual tickets any more

That sounds about right.

[#7]

Quote from: Firepig

"we have too many customers to raise individual tickets any more".

...it just makes you want to weep! 
Who trained these people?  Talk Talk?

[#8]

I'm guessing this is about the Usenet problem you've reported in another topic. If so you could raise a ticket here: https://www.plus.net/wizard/?p=wizard&page=22966&wizard_id=38
I'm not sure how far you will get with that as there's only one person in the whole of Plusnet that ever sorts out anything to do with Usenet and that's Bob Pullen.
Have you seen the post on plusnet.service.customer-feedback about this?

[#9]

Quote from: Firepig

"we have too many customers to raise individual tickets any more".

  WOW !  That really takes the biscuit ! 

For as long as I can remember, many forum members here have expressed that the backlog of Plusnet 'tickets' would be reduced to manageable levels if Plusnet actually fixed some of the underlying problems, so that known issues wouldn't reoccur time and again for multiple customers and hence constantly clog up the support teams.
Plusnet have (for years) ignored resolving the causes of customer's complaints and instead repeatedly said any problems will soon be handled by recruiting and training ever increasing numbers of call-centre staff to fix the symptoms of the same old problems - again and again and again.
The reality is that there have never been enough call-centre staff, most of them can't solve common problems, and waiting times are shocking !.
How many years has this been going on ?
Does Plusnet ever listen to what customers say - and then do anything about it ?
It looks like we were right all along, and 'Chris' was just spouting the company line regarding staff recruitment and training.
Perhaps 'Chris' owes 'Shutter' and apology over all of those heated arguments in the past, now that there has been this admission that the staff still can't cope !.
It is apparent that customer support has been reduced entirely to fire-fighting, but the fire has now got too big to handle and is beyond control of the current staffing structure !.
It is about time that Plusnet refreshed their broken systems, create new products that customers want, and stop focusing on being cheap.

[#10]

Surely the problem is that most people want a gold plated service but at a cheap price.
How that can be achieved I have no idea.

[#11]

Quote from: Nibiru

create new products that customers want

... and not create ones that they do not want.

Quote from: anniesboy

How that can be achieved I have no idea.

Actually its easy - you address the CAUSES of issues at their SOURCE - that is far cheaper than dealing with the consequences (SYMPTOMS) of failure.

[#12]

Quote from: anniesboy

Surely the problem is that most people want a gold plated service but at a cheap price.

"Most people" probably want an adequate service for a fair price,
whereas Plusnet offer a deteriorating service and reduction in features for the lowest price.

[#13]

Quote from: anniesboy

Surely the problem is that most people want a gold plated service but at a cheap price.

Funny how some people think the members are to blame. It isn't Plusnet's fault for providing a service they can't support properly?
Don't forget, they boast award winning customer service. I suppose that is also the customer's fault for believing it?

[#14]

Maybe they should change the wording on fault tickets then because nothing worse than it saying please give us 24hours then almost a week later you hear nothing and i don't care how cheap the service is.

[#15]

Quote from: Nibiru

Quote from: Firepig "we have too many customers to raise individual tickets any more".   WOW !  That really takes the biscuit !    It looks like we were right all along, and 'Chris' was just spouting the company line regarding staff recruitment and training. Perhaps 'Chris' owes 'Shutter' and apology over all of those heated arguments in the past, now that there has been this admission that the staff still can't cope !.

Highly unlikely..... The best I could expect would be.... his famous line.............  " Give us time.... we`ll get there "......   
The question is, though..... "how much time do you need?..... and do you really know where you are going  ? ? ?  "


For newcomers..... and those who don`t know..... this thread...
http://community.plus.net/forum/index.php/topic,80676.0.html
was started 7/11/2009 and ran for NINE pages.....  interestingly...  the reply at the top of page NINE  in FEB 2012    THREE YEARS LATER ...from CHRIS

Quote

Chris     Plusnet Staff     *     Posts: 13436     View Profile Personal Message (Offline)     Quote « Reply #128 on 08/02/2012, 21:41 » Gerry, A one of snapshot of stats doesn't suddenly mean we're understaffed! The proof is in the reduction of complaints on here about the call wait times (I'm not saying we don't still get complaints but EVERY call centre has spikes of calls that means long waits happen sometimes. We've also not seen as many complaints about ticket turnaround times. I'm not saying things are perfect, but they certainly aren't as bad as you're trying to make them sound.

Here we are a further FOUR YEARS on... and SEVEN years since the original thread.....  the above does not quite ring true,.... unless of course you believe.......    " Give us time.......... We`ll get there "... 
along with the admission that having too many customers is the main reason that they cannot cope.... 

Erm... just seen an advert on the telly..... some company trying to entice more customers with the slogan.....  " Broadband that loves you back....." 


is this the same company that has too many customers already ? ? ? ?