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Website "Help and Support" feedback

DoughPea
Dabbler
Posts: 21
Registered: 29-03-2014

Website "Help and Support" feedback

Well Hello.
I saw a thread a while back where someone had mentioned the "Ask a Question" and "View your Questions" links were really easy to find.
I had some trouble finding them too when i first arrived, but can find them easily now.
What i realised is, the "help and support" main link under the search box leads to two seperate pages depending on where you are.
The first is this: http://www.plus.net/support/?helpheader=support Which is confusing as hell if trying to locate the support questions.
However if you click the "Help and Support" link again, you go here: http://www.plus.net/help/?home=helptop Which is MUCH easier to navigate, as the support question links are right there in front of you.
After some digging, i've found out this:
If you log in, and click "help and support" on the next page after you log in (which most people will do when new to the site, and having a problem) it takes you to the first link.
Anywhere else on the site takes you to the second one.
This makes it quite confusing to find the support questions link when you are trying to see if there has been a reply, if you are used to logging out of sites when you leave.
I would love it if it was made easier to get to your support questions section straight from login, instead of having to click the same "help and support" link twice to get there.
3 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,390
Thanks: 241
Fixes: 68
Registered: 27-04-2007

Re: Website "Help and Support" feedback

Thanks for the feedback about that Doughpea, you've made a good point there.
I'm going to speak to the relevant people here ASAP to see if there's a reason for that and if not seeing if we can link both to the page with the seemingly clearer links.
Adam
UPDATE: just to follow up on this, I've spoken to the relevant people here and as I suspected they are two separate pages totally, so that is the expected behaviour.
I'd just like to ask if which page(s) you're clicking from?
FYI all help and support links should point to http://www.plus.net/help/ ; so I'll make sure they are.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
DoughPea
Dabbler
Posts: 21
Registered: 29-03-2014

Re: Website "Help and Support" feedback

Basically, when you enter the site unlogged in, then login, the page you land on.
that "help and support" link is the bad one, then all other pages after that seem to be the good link.
Its inconsistent at best, a link should take you to the same page from wherever if its part of the page design, or at least linked differently.
An example is:
Make sure you are logged out.
Type www.plus.net into a browser (i use chrome) and press enter.
Click "Member Center"
You will be prompted to log in. Do so.
You will be taken to your "Account details" page.
The link for help and support on that page (next to the links to member center and community) links to http://www.plus.net/support/?helpheader=support
On the http://www.plus.net/support/?helpheader=support page, the same link location and wording leads to http://www.plus.net/help/?home=helptop which is where the support question links are.
On my visit, i KNEW i had to click the help and support link to get to my questions, but got lost and frustrated when i could not find it from the account details page, even though the link i click is in the same position as the link i clicked to get there last time i checked them.
I see alot of confusion coming from this.
Plusnet Help Team
Plusnet Help Team
Posts: 13,390
Thanks: 241
Fixes: 68
Registered: 27-04-2007

Re: Website "Help and Support" feedback

Thanks for that DoughPea,
I agree with your last comment and I'm passing this back on Smiley

UPDATE: I've raised problem 80958 as there's an incorrect link we can update.
Cheers again for pointing that out!
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team