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Where did the option to email / open a ticket go?!

jheenan
Grafter
Posts: 111
Thanks: 1
Registered: ‎03-07-2009

Where did the option to email / open a ticket go?!

My bill arrived today, I've incorrectly been charged line rental, even though I purchased a new line rental saver about 6 weeks ago. Exactly the same as happened last year.
So I think - right, I'll open a ticket, they'll solve it no problem, just like last year, takes about a minute of my time so no big deal.
10 minutes going round in circles on the website and the only options I can find are 'chat' or 'phone'. Just opening a ticket or sending an email seems to be a thing of the past  Angry
So now I've been sat stuck in front of my PC for another 15 minutes waiting for a 'chat' person to be available, and a simple error on plusnet's part that should have been simple to resolve has taken 30 minutes upwards of my Saturday. Plus even though I'm logged in on plus.net's portal (and hence could have opened a ticket if the option hadn't been removed!) I'm asked to authenticate again. sigh.
I really have no idea why things have been changed to be like this, it seems like a good way to turn simple problems into very annoyed customers.
Yours,
plus.net customer of 13 years
5 REPLIES
jheenan
Grafter
Posts: 111
Thanks: 1
Registered: ‎03-07-2009

Re: Where did the option to email / open a ticket go?!

So further research says plus.net removed this link on purpose. And are now running an ad campaign about how great their support is, using surveys that mostly predate the recent downgrades to their support. So I've just finished submitting a complaint to the Advertising Standards Agency on the grounds the advert is misleading.
rongtw
Seasoned Hero
Posts: 6,973
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Registered: ‎01-12-2010

Re: Where did the option to email / open a ticket go?!

yup PN have shot themselves in the foot AGAIN  Undecided
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Community Veteran
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Registered: ‎31-08-2007

Re: Where did the option to email / open a ticket go?!

Quote from: JosephH
So I've just finished submitting a complaint to the Advertising Standards Agency on the grounds the advert is misleading.

Well done you Wink
glloyd
Rising Star
Posts: 1,667
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Registered: ‎06-04-2007

Re: Where did the option to email / open a ticket go?!

I rather think there may be a lot more complaints. The adverts are a joke and very misleading.
Community Veteran
Posts: 5,618
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Registered: ‎21-03-2011

Re: Where did the option to email / open a ticket go?!

Quote from: JosephH
the only options I can find are 'chat' or 'phone'. Just opening a ticket or sending an email seems to be a thing of the past  Angry

It is a recent customer service improvement by PlusNet. Even long phone delays for business customers who pay higher fees.
Now Zen, but a +Net residue.