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Support Phone Numbers - description is confusing

Community Veteran
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Support Phone Numbers - description is confusing

https://www.plus.net/home-broadband/contact/
The staff on here refer fairly frequently to the "Customer Options Team" but the linked page only says "Residential Cancellations" so either that should be the term used or the text on the linked page should be changed
8 REPLIES
Community Gaffer
Community Gaffer
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Re: Support Phone Numbers - description is confusing

I think having the page say 'cancellations' makes sense as that's what that customers may be looking for when dialling that number. Maybe we need to be clearer when we talk about the Cusotmer Options Team that they are the Cancellations team too.
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 Chris Parr
 Plusnet Staff
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Re: Support Phone Numbers - description is confusing

or change the description to "Cancellations and Customer Options"
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Re: Support Phone Numbers - description is confusing

Jim, you are forgetting that Plusnet would far rather users who don't learn about the customer options team through places like this think that as an existing user they can't get anything like the offers available to new users. This ensures that they will have researched the opposition before ringing Plusnet and a good proportion will be absolutely set on leaving when they ring up. Generating a high churn is essential because it means sales get get bigger bonuses for new users when people return after a year or so elsewhere.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
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Re: Support Phone Numbers - description is confusing

And I thought I was cynical  Shocked
More to the point - given that most users will move to Sky or TalkTalk which are full LLU and a MAC isn't needed and Plusnet will have no chance to persuade them to stay which seems to be a massive own goal by Plusnet
Community Veteran
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Re: Support Phone Numbers - description is confusing

If you go to product change in the members centre it has the normal support phone numbers - shouldn't there be a "Need help choosing your new product?" box with the COT numbers?
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 (£13/month)
Mobile: iD mobile (£4/month)
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Re: Support Phone Numbers - description is confusing

Quote from: Oldjim
And I thought I was cynical  Shocked
More to the point - given that most users will move to Sky or TalkTalk which are full LLU and a MAC isn't needed and Plusnet will have no chance to persuade them to stay which seems to be a massive own goal by Plusnet

Except that Plusnet won't know to close off the account and will continue billing the migrated EU.
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Community Veteran
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Re: Support Phone Numbers - description is confusing

Yes they will - assuming that the systems work as they are supposed to - they are informed of the transfer by BT Openreach and, as it would be phone plus broadband there would be the usual 10 (working ? ) day cooling off period
Community Veteran
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Re: Support Phone Numbers - description is confusing

Quote
assuming that the systems work as they are supposed to

Grin Grin Thanks OJ I needed a laugh today!
F9 member since 4 Sep 1999
F9 ADSL customer since 27 Aug 2004
DLM manages your line the same way DRM manages your rights.
Look at all the pretty graphs! (now with uptime logging!)