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Ticket auto responder discussion split off

Community Veteran
Posts: 26,657
Thanks: 884
Fixes: 10
Registered: 10-04-2007

Ticket auto responder discussion split off

Quote from: markfrompompey
Email from Plusnet at 23:39 saying "Unfortunately, there's been a delay to the order for your telephone service.
We'll contact you again once we have more details about this."
I replied saying I don't understand since I have my new line & fibre installed and working.
(But Plusnet did not reply to this)

Not surprising because if you'd looked at the end of the email I'm 99% certain it will have said you can't reply to the email as the mailbox isn't monitored. Electronic contact has to use tickets/questions through the Help Assistant https://portal.plus.net/wizard/index.html
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)
9 REPLIES
markfrompompey
Grafter
Posts: 39
Registered: 27-11-2014

Re: FTTC & Phone services unexpectedly CANCELLED

Well @jelv , I've just double checked all those emails and NOT a Single one says that you can't reply to the email.
So if you are correct and that mailbox isn't monitored if you reply, then surely their emails should have that stated. And have a link to wherever you can reply.
And if that's true, they still didn't call me like the email said they would.
dick:quote
Superuser
Superuser
Posts: 11,334
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Registered: 22-08-2007

Re: FTTC & Phone services unexpectedly CANCELLED

Quote from: markfrompompey
So if you are correct and that mailbox isn't monitored if you reply, then surely their emails should have that stated. And have a link to wherever you can reply.

...like an embeded link to the ticket / ticket system...
It has been suggested before - one hopes that this is a feature of the new provisioning system / other new client interface systems under development?   Shocked Roll eyes
In the interim how difficult would it be to setup a "auto responder rejection email" on that mailbox?  At least PlusNet would be affirming that they are ignoring the "reply" - the email could even guide users to the ticketing system.  I bet Bob Pullen could do it within the duration of a coffee break!  Grin

EDIT: Assuming (always dangerous!) that all emails are sent from the same address an auto responder would "gracefully bounce" all such replies arising from any correspondence source and avoid the immediate necessity to look through all of the auto generated emails to "fix" the omission of the "not monitored email address" warning.
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: FTTC & Phone services unexpectedly CANCELLED

Checking my tickets
jelv is right in that it used to say
Quote
Read or respond to your Question -
http://portal.plus.net/my.html?action=questions
IMPORTANT: Do not reply to this email, our Support Team can only deal with inquiries through the Help Assistant
but the more recent ones with pretty graphics don't say any such thing
This needs sorting
Community Gaffer
Community Gaffer
Posts: 17,644
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Registered: 05-04-2007

Re: FTTC & Phone services unexpectedly CANCELLED

@Oldjim
Can we split the discussion about auto-responders and email info into a new thread?
As an FYI there is an autoresponder on the support email address that ticket updates should be coming from, I've just tested emailing it and got the autoresponse straight away.
The matter of the messaging in the email I'll feed back to our service improvement team.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Community Veteran
Posts: 38,460
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Registered: 15-06-2007

Re: Ticket auto responder discussion split off

split off and title changed - I think I split off the correct posts
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
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Registered: 05-04-2007

Re: Ticket auto responder discussion split off

Thanks, I'll let you know what/when I get a reply about this as I'm not sure when/why the response was changed to remove that line.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Superuser
Superuser
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Registered: 22-08-2007

Re: FTTC & Phone services unexpectedly CANCELLED

Quote from: Chris
there is an autoresponder on the support email address that ticket updates should be coming from, I've just tested emailing it and got the autoresponse straight away.

Chris,
Is it possible that in some circumstances (1) All emails are not all coming from that address (2) Some emails sent to that address are (by whatever means) "black holed" (spam filtered) before hitting the auto responder?
I have never seen a forum comment saying "I replied to the email and got a message back saying that emails are not accepted".  They are all of the ilk "I emailed and received NO response".
Kevin
Community Veteran
Posts: 26,657
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Registered: 10-04-2007

Re: Ticket auto responder discussion split off

I received a marketing email from Plusnet today: "A brew, a mince pie and Plusnet. Christmas heaven..."
1. Nowhere in the email does it say please don't reply to this email as the mailboxes are not monitored.
2. The reply-to address (which by the fact it has been given in the email implies to me that you can reply to the email) is autoemail@plus.net. Sending an email to that address gets no response.
3. The from address is Plusnet@comm.plus.net - sending an email to that address gets this response:
Quote
Subject: Mail delivery failed: returning message to sender


[tt]A message that you sent to the following recipient could not be delivered due to a permanent error. ** The remote server 212.159.8.200 responded with: ** plusnet@comm.plus.net 550:Invalid Recipient plusnet@comm.plus.net This message was created automatically by mail delivery software on the server avasout02.[/tt]

So that's a fail on three accounts.
ALL emails should have a "please don't reply"
Mailboxes for any email address used in any way in the headers should get something like the response you get when you reply to a ticket email:
Quote
Hi,
Thank you for your email. Unfortunately we don't pick up any emails sent to this address. That's because emails can easily be lost, misdirected or even deleted and we think it's better if this doesn't happen.
Depending on your enquiry you may find your answer conveniently online - either from our support pages, or through the Help Assistant (http://help.plus.net). These have lots of easy to follow guides to help you with all your broadband and Internet questions (http://support.plus.net).
We prefer electronic 'tickets' to emails, this means that you can always see what updates have been made and check back over previous tickets too.
If you do prefer to contact us by phone you can call our support line on 0800 432 0200 or 0345 140 0200. We're open 24 hours a day, every day.
If you're a new customer, and want to know more about Plusnet, you can send us a message from our website (use the sales link at the foot of the page) or call our Sales Team on 0800 432 0080
Kind regards,
Paul Summers
Director, Customer Experience
http://www.plus.net/
--
Plusnet plc
Registered Office: The Balance, 2 Pinfold Street, Sheffield, S1 2GU
Registered in England no: 3279013
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)
Community Veteran
Posts: 1,136
Thanks: 2
Registered: 30-07-2007

Re: Ticket auto responder discussion split off

I've just checked my billing emails and nowhere on those does it say do not e-mail, or this address is not monitored.
Quote
If you've got any questions about billing, or your account in general, you
can ask a question online 24/7 using Contact Us:
https://portal.plus.net/wizard/

Kind regards,
PlusNet Customer Support
http://portal.plus.net
Email ref: E0281

Quote
The credit applied for each referral account will reflect its product type
at the time of billing. For instance, if one of your referrals changes to a
higher subscription package your credit received may increase inline with
our referral values.
Kind regards,
PlusNet Customer Support
http://www.plus.net/
Email ref: E0420

Product change (circa July 2014)
Quote
Need Help?
----------
If you can connect to the Internet and you have a question about your service or you are experiencing problems, you may find the answers you need in the support section of our web site.
Go to the support pages
https://www.plus.net/support/
You can call our Support Team  24 hours a day, all year round on 0800 432 0200 or 0345 140 0200 (lo-call rates apply).

The Help Assistant
The Help Assistant quickly directs you to the information you need, or lets you raise a question directly to our Support Team.
If you're having trouble finding what you need from our support pages, then the Help Assistant is for you.
To use the Help Assistant go to https://help.plus.net
Kind regards,
PlusNet Customer Support
http://www.plus.net/
Email ref: E0009

Installation appointment (circa July 2014)
Quote
What happens next?
------------------
We'll arrange for an engineer to visit your property on the above date. However, if your
preferred date isn't available we'll call you within a week to make alternative arrangements.
You may be charged if you miss your appointment.  If you can't make the scheduled time, please call us on 0800 432 0200 or 0345 1400 200 at least two working days before the appointment and we'll rebook it for a more convenient time.
Kind regards,
Plusnet Customer Support
http://www.plus.net
Email ref: E0089

(at least that one explicitly says to call)
Finally found one that says the address is not monitored! (this was about referral credits being wrong and my back payment)
Quote
Email ref: ST-477
This email has been sent as it contains important information about your
service from PlusNet. Please do not reply to this email, as this is an
unmonitored address.

All messages, as jelv says, should explicitly say there no mail support and all outbound addresses used should have an autoresponder on them reminding people of this.
(All my messages are coming from support@force9.net which may or may not have a responder, I've not checked).
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!)