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Why do Plusnet insist on a mobile number when reporting a fault

Community Veteran
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Registered: 15-06-2007

Why do Plusnet insist on a mobile number when reporting a fault

There are two cases where this is stopping the user raising a fault http://community.plus.net/forum/index.php/topic,143222.0.html and http://community.plus.net/forum/index.php/topic,143451.0.html
This is totally unacceptable
What if the user doesn't have a mobile phone or, as in my case, there isn't a mobile signal so the number will be of no use
11 REPLIES
ScottStorey
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Re: Why do Plusnet insist on a mobile number when reporting a fault

You aren't forced to.
When raising tickets if you have no mobile number and untick "Receive updates via text message to:" it raises a ticket.
When going through faults.plus.net mobile number isn't a required field.
Community Veteran
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Re: Why do Plusnet insist on a mobile number when reporting a fault

So why, in the two threads I linked do they say that they can't complete because the mobile number isn't recognised
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Re: Why do Plusnet insist on a mobile number when reporting a fault

maybe they are doofus's?
have you tried it yourself to confirm that what they report is accurate?
Community Veteran
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Re: Why do Plusnet insist on a mobile number when reporting a fault

not recently as the only time I needed to report a fault was by phone as I didn't have any internet
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Re: Why do Plusnet insist on a mobile number when reporting a fault

Quote from: Scott
You aren't forced to.
When raising tickets if you have no mobile number and untick "Receive updates via text message to:" it raises a ticket.
When going through faults.plus.net mobile number isn't a required field.

So presumably the box to untick is immediately below the box asking for the mobile phone number and there is explanatory text to say if you have no mobile you have to untick the box.
Perhaps someone could post a screen shot?
jelv (a.k.a Spoon Whittler)
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Re: Why do Plusnet insist on a mobile number when reporting a fault

I'd also like an explanation of one one of the examples has posted this:
Quote from: LastChance
And even unchecking the tick box: Receive updates via text message to: 07xxxxxxxxxx
It still prevents me from sending the support ticket, even if I don't request that it updates me via the mobile.

Perhaps an idiot programmer has not twigged that if the box is unticked there is no need to validate the number?
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
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Re: Why do Plusnet insist on a mobile number when reporting a fault

Prediction: someone from Plusnet will post to say they've raised a problem to get this addressed by either making it clearer or some other change.
And in 6 months time it will still be the same as now.
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: Why do Plusnet insist on a mobile number when reporting a fault

mod:note
i don't think there's any need for derogatory terms about PN staff or other customers.

Customer / Moderator / If it helped click the thumb / If it fixed it click 'This fixed my problem'

rongtw
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Re: Why do Plusnet insist on a mobile number when reporting a fault

I dont think it was meant to be personnel , its just a reflection of present circumstances as it is what generally occurs  Embarrassed 
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davidj66
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Re: Why do Plusnet insist on a mobile number when reporting a fault

Unfortunately its not just PN who have this obsession re mobile nos. I had a heated conversation with a Customer services person at a major bank the other day; I explained that my mobile is useless at home -but he insisted that they have no mechanism to send codes for certain internet banking transactions other than by mobile text message -  I have to go out into the road to receive the text !!! Angry  then go back in to complete the transaction, hoping that it hasn't logged me out due to inactivity in the meantime!!
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Re: Why do Plusnet insist on a mobile number when reporting a fault

That's really daft.  Many home phones are perfectly capable of receiving text messages, besides which, my bank is happy enough to authenticate via an automated voice call on my landline.
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