Plusnet support contact email address

[#1]

Raise a new question here on the appropriate board describing your problem and what (if anything) you have already done to try to resolve it.

When you state chat is not available, when were you attempting to use it and exactly what happened?  Add and pop-up blockers unhelpfully inhibit help services such as chat.

[#2]

That might make Pnet think again, if we start using these boards like the ticketing system. We don't need to post personal information, they know whome we are.

Just raise a new thread like a ticket.

[#3]

Why is it so hard to sort a minor problem out? no email, long phone waiting times, online chat wont work. all i want is my £50 cheque that was supposed to come ages ago!!! plusnet is useless

[#4]

Welcome to Pnet.

[#5]

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@lewistodd1307 wrote:

Why is it so hard to sort a minor problem out? no email, long phone waiting times, online chat wont work. all i want is my £50 cheque that was supposed to come ages ago!!! plusnet is useless

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Long version ( 8 years )  ....   http://community.plus.net/forum/index.php/topic,80676.16.html

Shorter version...  ( about 2 weeks ) ..  https://community.plus.net/t5/Plusnet-Feedback/Live-Chat-Needs-Fixing-Please/m-p/1468245#M78285

[#6]

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@lewistodd1307 wrote:

Why is it so hard to sort a minor problem out? no email, long phone waiting times, online chat wont work. all i want is my £50 cheque that was supposed to come ages ago!!! plusnet is useless

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We've escalated this with our marketing team as per your thread over here

[#7]

I think you had better get out of Pnet, afraid you are likely to keep getting this sort of thing.

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ukaron1

failure of b/band connection, sometimes no connection at all, other time like now, no wi-fi.

this has been going on for 10 days and more, failed over 20 times.

contact with technicians has beeb no use, they promise but do not deliver.

does this qualify as breach of contrat? if it does I will be leaving Plusnet.

[#8]

I also had problems today trying to contact Plusnet. Based on past experience (call will be answered after 30 minutes) I tried to find an email address as LiveChat was not working. Tried phoning but gave up after a long wait. Reading many of the above comments I thought I would express my frustration on Facebook. Amazingly, within a short while I had a reply with an advice that "a ticket had been raised" and after responding had a reply almost immediately.  This seems to be the better alternative than waiting for someone to answer the phone.

It might make sense for Plusnet to amend their advertising because though phones may be available 24/7 very few of us are prepared to wait that long!

[#9]

Phones are 24/7 for business only , 8am  till 10pm for home users

[#10]

Just received an email saying access is only 8-10pm for home users.  Excuse me - 2 hours is just ridiculous.  I have a billing problem and when I tried to make contact - no email, 45 minute telephone wait and not suitable for chat.  I literally gave up.  I will try the phones again but with this short window I will have extreme difficulty.  Why can't customers have an email address to at least get their problem aired and recorded - then a phone call could be much more productive.  So disappointed and yes I too have posted on my facebook but perhaps my circulation is too small to have warranted Plusnet to respond.  

[#11]

@woopy It is 8AM-10PM.

[#12]

Makes no difference what the published hours are because for the last 2 days it has been impossible to have a LiveChat and I am not prepared to wait on the phone for a long time. I thought TalkTalk was bad but at least it was possible to use their LiveChat facility. Thanks to Black Friday deals i will change provider and pay the leaving fee.

[#13]

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... for the last 2 days it has been impossible to have a LiveChat and I am not prepared to wait on the phone for a long time.

Can you please advise EXACTLY what you saw when trying to use the Chat services?  There have been changes made to the Chat service which the Superusers are interested in better understanding the impact on user experience.

It would help if you might advise of the route you took to Chat, the options you choose before initiating Chat and the response you saw.

Requests for different purposes are routed to different teams able to specialise in those purposes.

You could also consider explaining here why you are seeking help - there is some chance that the very experienced forum members might be able to assist ... something few other ISPs have available for customers seeking assistance.

[#14]

From the website, I tried using the TV link and Other and was advised that either LiveChat was not available or that all the advisers were engaged and there was no option to use LiveChat.  My enquiry related to the following and I quote: -

I was trying to enquire about the costs of adding YouView to my existing package. I should like to know the following: -
Can I program the unit to record a series of several programs?
Will I be able to access the Amazon Prime video facility?
What is the cost to me?
If I pay my line rental 1 year in advance what is the cost?

Finally, if I order it how long for delivery?

After a "moan" on Facebook, I had a prompt response asking me to send details by a PM. This I did but after 2 days and no reply I added a further question "How long before I get a reply?"  Today I received a further response that only provided me with 2 telephone numbers to try.  As they were slightly different to those quoted on the website I will try but based on past experience I am not anticipating a prompt response.

My frustration arises from the TV adverts that promise a much better service than anything I have received so far.

[#15]

I was trying to enquire about the costs of adding YouView to my existing package.

Costs and details on how to order YouView can be found over here

 Can I program the unit to record a series of several programs?

If you go for the YouView+ box you'll be able to record programs.

Will I be able to access the Amazon Prime video facility?

I don't believe Amazon Prime is included.

What is the cost to me?

Our YouView page above provides details of the costs.

 If I pay my line rental 1 year in advance what is the cost?

Line rental saver is £197.88.

Finally, if I order it how long for delivery?

It's usually 48 hours as it'll be sent via courier.

I hope this helps. -Anoush