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Removal of link to raise a complaint

jelv
Seasoned Hero
Posts: 26,786
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Registered: ‎10-04-2007

Removal of link to raise a complaint

https://portal.plus.net/wizard/index.html
They've removed the link to raise a complaint
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
42 REPLIES 42
jelv
Seasoned Hero
Posts: 26,786
Thanks: 990
Fixes: 10
Registered: ‎10-04-2007

Re: Removal of link to raise a complaint

Just checked and https://www.plus.net/wizard/?p=wizard&page=22909&wizard_id=38 still works - time to update our signatures?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
Chris
Legend
Posts: 17,724
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Registered: ‎05-04-2007

Re: Removal of link to raise a complaint

The link to raise a complaint is still in the complaints code of practice, linked from the footer of every page on the website.
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
jelv
Seasoned Hero
Posts: 26,786
Thanks: 990
Fixes: 10
Registered: ‎10-04-2007

Re: Removal of link to raise a complaint

Staring from https://portal.plus.net/index_portal.html it is possible to get to the page to raise a complaint online as Chris has said. I wonder how many users will find it buried at the bottom of the page?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
Oldjim
Community Veteran
Posts: 38,460
Thanks: 1,034
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Registered: ‎15-06-2007

Re: Removal of link to raise a complaint

I tried via http://portal.plus.net/support/service/code_of_practice.shtml and under How to Make a Complaint  I get http://portal.plus.net/support/service/policies/complaints_code_of_practice.shtml and this gives the link but says that phoning or chat is preferred.
So how do the complaints team pick up complaints or isn't there one anymore
Chris
Legend
Posts: 17,724
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Registered: ‎05-04-2007

Re: Removal of link to raise a complaint

We still have a team for complaints, however some of the complaints we receive can be dealt with on chat or over the phone. If someone wants to open a complaint as a ticket the link is still there and is still also available via the contact us section of the site.
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
Oldjim
Community Veteran
Posts: 38,460
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Registered: ‎15-06-2007

Re: Removal of link to raise a complaint

which just takes you to the Complaints Code of Practice where the raise a ticket option is rather well hidden as an afterthought
amcclean
Rising Star
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Registered: ‎30-07-2007

Re: Removal of link to raise a complaint

These changes are getting worrying.
ITWorks
Superuser
Superuser
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Registered: ‎05-11-2008

Re: Removal of link to raise a complaint

Quote from: Chris
We still have a team for complaints, however some of the complaints we receive can be dealt with on chat or over the phone.

I bet that is because customers are no longer able to raise most issues via the ticket system , so raise a ticket to complaints ?
Regards
Mike

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Chris
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Registered: ‎05-04-2007

Re: Removal of link to raise a complaint

Quote from: Oldjim
which just takes you to the Complaints Code of Practice where the raise a ticket option is rather well hidden as an afterthought

From the complaints code of practice there's a paragraph titled 'Help Assistant' which has a direct link to raising a complaint.
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
Anonymous
Not applicable

Re: Removal of link to raise a complaint

Quote from: Chris
...also available via the contact us section of the site.

If I click on 'Contact us' at the top of the page, that takes me here https://portal.plus.net/home-broadband/contact/ - clicking on the 'already a customer, contact customer services' takes me to a 'What would you like to contact us about?' section - clicking on any of the options there results in... absolutely nothing happening...
Maybe PlusNet don't want customers contacting them?
Oldjim
Community Veteran
Posts: 38,460
Thanks: 1,034
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Registered: ‎15-06-2007

Re: Removal of link to raise a complaint

Quote
Raising a complaint
The fastest way to let us know if you're not happy with your service is by using our chat service (click the banner on the left) or by contacting us by telephone (0800 432 0200 from a landline or 0345 140 0200 from a mobile). You can raise a complaint via either of these methods and these are the best ways to get a quick resolution to any issue.
Clearly indicates that the preferred way of raising a complaint is via Chat or Phone and, as far as I know, neither of them goes anywhere near the Complaints Team
Anonymous
Not applicable

Re: Removal of link to raise a complaint

Quote from: alanj
If I click on 'Contact us' at the top of the page, that takes me here https://portal.plus.net/home-broadband/contact/ - clicking on the 'already a customer, contact customer services' takes me to a 'What would you like to contact us about?' section - clicking on any of the options there results in... absolutely nothing happening...

Seems to be working now...
Chris
Legend
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Re: Removal of link to raise a complaint

@alanj
Can you let me know if this happens again and what browser you're using?
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
AlaricAdair
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Registered: ‎21-03-2011

Re: Removal of link to raise a complaint

Maybe this is apt? : " ..It was on display in the bottom of a locked filing cabinet stuck in a disused lavatory with a sign on the door saying 'Beware of the Leopard'."
Now Zen, but a +Net residue.