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Why have Plusnet stopped customers accessing old and closed tickets?

All Star
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Registered: ‎01-08-2007

Why have Plusnet stopped customers accessing old and closed tickets?

When, a few weeks ago, Plusnet removed the link to tickets on the Manage Account page of the Members Centre the following link was supplied on these forums by Gandalf so that customers could access old and closed tickets. 

https://www.plus.net/member-centre/login?p=view_question 

This link no longer works as it merely takes you to the Dashboard once logged in.

So Plusnet are now seemingly preventing paying customers from viewing closed tickets and service notices on their accounts unless they have a link to an open ticket on the Dashboard or a link supplied to such in an email from Plusnet or one given by Plusnet on these forums on these forums, in which case you can then get at old tickets. I think that is totally unacceptable. Customers are party to a contract with Plusnet and it is inequitable that Plusnet can prevent the customer from seeing what Plusnet are actioning on the account.

As I have said such access can be useful in advising a customer what is going on and may actually reduce the load on Plusnet customer services staff if the closed ticket explains what is going on without the customer having to actually contact them.  I can see that they are trying to stop customers raising new tickets as they do not want to deal with customers in that way (and that is a separate discussion in its own right) but why deny access to old tickets which are the de facto record of what has happened and been done on an account? What have they got to hide?

6 REPLIES 6
Pro
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Registered: ‎28-09-2020

Re: Why have Plusnet stopped customers accessing old and closed tickets?

I don’t believe the link you’ve quoted is correct. The following URL adding the ticket ID to the end should get you to the closed or open ticket.

https://www.plus.net/wizard/?p=view_question&id=

Similarly to view a service notice:

https://www.plus.net/wizard/?p=view_service_notice&id=

All Star
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Registered: ‎01-08-2007

Re: Why have Plusnet stopped customers accessing old and closed tickets?

@Thrall 

The link I supplied was, as I said, provided on these forums by a Plusnet staffer. At that time I used it to check that it worked and then bookmarked it. It took me to exactly the same page that the second link in your post now does. I shall now bookmark your link for future use as that accesses both questions and service notices., Thank you. Hopefully Plusnet will not disable that link in the future.

The first link you provide is fine provided you know which question you want to get to. However, Plusnet have a habit of opening then closing questions and it can be useful to peruse your account just to see what is happening especially if unexplained things occur. For instance, I have, in the past, checked for a closed ticket to verify that a recontract offer (sent mid contract) did actually originate from Plusnet  and was not a scam. I have also checked for closed tickets whenever there are impending contract changes etc., on my account. Past questions and Service Notices provide a record of what has been done on an account.

However, whilst it is useful to have such a link, only some of those customers who use these forums will be aware of it. The main point I make is that the link to Questions and Service Notices should never have been removed from the Manage Account page of the Members Centre and thus should be readily available to all customers. That change was made a few months ago. The link only allows customers to view existing open and closed questions and service notices but does not permit new tickets to be generated by customers. What is wrong with allowing customers to see and access the definitive record of occurrences on their account? Plusnet should restore that link 

Seasoned Champion
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Registered: ‎07-07-2009

Re: Why have Plusnet stopped customers accessing old and closed tickets?

@jgb Login using this link to get to the questions page

https://www.plus.net/wizard/ 

Hero
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Registered: ‎17-05-2013

Re: Why have Plusnet stopped customers accessing old and closed tickets?

@jgb 

This link works for me when already logged in

https://www.plus.net/wizard/

or direct to view all your old questions

https://www.plus.net/wizard/?p=search

 

Edit:  beaten to it by @RealAleMadrid (due to typing my reply whilst doing something else Smiley )

Pro
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Registered: ‎28-09-2020

Re: Why have Plusnet stopped customers accessing old and closed tickets?

@jgb if you’re referring to this post then the link you provided in your initial post isn’t the same.

All Star
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Registered: ‎01-08-2007

Re: Why have Plusnet stopped customers accessing old and closed tickets?

@Thrall Apologies for misquoting the link.  @RobPN @RealAleMadrid However, my comments still stand as to why there is not an easy route to these questions and service notices via the Members Centre.

I note that there has been no reply by Gandalf or any other staffer to my last post in the thread @Thrall  references. Probably says it all.