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Problem Reporting

Baldrick1
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Problem Reporting

I have just read this:  https://community.plus.net/t5/Service-Information/How-to-get-help-with-your-service-during-the-bad-w...

I know that the text phone fault reporting is up and running. I really hope that this is also introduced as a permanent way of reporting broadband faults, not just for the current bit of bad weather.

If it works as promised it would certainly lift the reputation of Plusnet customer services.

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4 REPLIES 4
jab1
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Re: Problem Reporting

Might save those of us Community members who try to help some grief as well.

John
Gandalf
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Re: Problem Reporting

Cheers for the feedback @Baldrick1 

This has actually been the case for quite a while now. I can't remember how long though. We've got this way of reporting a fault documented as a help & support article here: https://www.plus.net/help/report-a-problem/

I've copied & pasted the relevant content into the service status rather than link to that article, to make it easier to read.

Also, if you ring us on 0800 432 0200 from a mobile and select the option that suggests you have a problem with your service, we'll text you automatically you can reply to, even before you're put through to an adviser.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
Baldrick1
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Re: Problem Reporting

@Gandalf 

Thanks, I had never spotted this service. Things are on the up!

As @jab1  says,, now we know it’s there we can point others to it.

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Gandalf
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Re: Problem Reporting

@Baldrick1 

Yep absolutely.

I'm told for the majority of texts into the faults automation tool, they're handled automatically without adviser contact. 

In the case of we can see a service outage logged for a particular line so we don't need to raise a fault or further checks to be carried out, we'll test the line and text back the current estimated resolution date we've got from suppliers. 

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet