Instagram ???!!! Forget it!!!

[#1]

I wish to complain most strongly regarding the lack of an email address. Complaining via Instagram is NOT businesslike. It may be the preference of some, but business in the UK does not communicate using social media. Plusnet should reinstate EMAIL as a means of communication as soon as possible, I am not interested in dealing with a company that will not respond professionally.

[#2]

@paul1958 Plusnet have NEVER had an email communication facility in all the years I have been around here - if ever.

There used to be a ticket system, but that was discontinued many years ago (for customers to instigate - staff still can), but if you don't like the 'social media' method - I don't either, your options are either the phone or this forum.

[#3]

As a point of order, Instagram is not an option.

[#4]

@jab1 

X has been replaced by Instagram, not long ago.

[#5]

Cheers for that, @Dan_the_Van  - it is still displayed (as the 'TWITTER' logo at the foot of the page, though.

I wouldn't know about the change - I never use 'social media', and if I had a PN-related query anyway, I would use the forum, or contact one of you SU guys.

[#6]

@jab1 

X, Facebook and YouTube logos might appear at the foot of the page but the contact our team is: -

Message @Plusnet on Instagram

Or call 0330 1239 123

I only found of the change to Instagram on the this thread:- How to actually contact plusnet? 

[#7]

Accxording to this: https://www.plus.net/help/legal/complaints-code-of-practice/ you can raise a complaint ticket, which should be as effective and private as an Email..

Does that not work any more? 

[#8]

Moderator's note:
Thread moved from Broadband to Plusnet Feedback

[#9]

@James_B 

The move to Instagram seems to have occurred rather quietly.  Social media is not an appropriate space for business grade communication.

First it was Facebook, then Twitter, then X and apparently now instagram… where next?

Not everyone has these time wasting social media services and certainly are not going to be disposed to signing up to them just to raise queries with Plusnet.  Can the reinstatement of the company ticket system please be revisited or a support email address be instituted.

The understandable and justifiable historic reasons for not communicating via email remain and stand, (namely there’s no connection to the CRM and no means of knowing that the sender is the customer) … and are equally applicable to communication via social media (and indeed this incarnation of the forum).

If communication via social media of one flavour or another, accessible by some but not all users, can be deemed acceptable, then it’s difficult to understand why communication via email (which all can access) remains unavailable.  The use of email is inclusive to all users, whereas the use of social media is discriminatory against those not part of the particular trendy club.

[#10]

@Townman I agree with you that 'social media' is a totally unsuitable communication source for interaction with a business, and I would suggest politely that the only really correct system is a 'ticket' system, with possibly an email backup. I could never understand why the ticket system was abandoned, and replaced by social media - which from what I have read in the past was largely ignored by the support function.

As a point of interest - although I have limited experience of it due to excellent first-line telephone support where queries/issues are usually  dealt with in the initial call - my ISP does follow up up by email should it be needed. They also have an online chat facility, which I haven't tried, but is probably as good as their phone support.

[#11]

Are you confirming that the advice in the complaints code of practice referenced on the bottom of every page is incorrect and you can no longer raise a complaint ticket?

If so, I suggest @James_B  that this needs updating asap

[#12]

@Baldrick1 Who is your query directed at?

[#13]

Everyone really. In my opinion social media is for chit chat and is totally unsuitable for use as a means of communicating with businesses.

[#14]

On this page, https://www.plus.net/help/legal/complaints-code-of-practice/.
It states raise a 'online ticket' which links to the members page.

[#15]

OK.  As far as I know, the complaints link is still functional, but IMO, should be reserved for genuine complaints. Thanks for your comment re 'social media'.