Raising a Question

[#1]

Hi could someone remind how to raise a question (Msg) ticket pls.  Not very clear on site, obviously must be me.
Appreciate any help
Thx

[#2]

Hi we've moved away from questions so that we can handle such queries via live web chats now.
Please head over to http://contactus.plus.net if you want to give that a try.

[#3]

Translation: we're scrapping an excellent system which has worked well for many, many years to a system that makes to more difficult for the users so we can cut our support costs.
See http://community.plus.net/forum/index.php/topic,138400.0.html

[#4]

Hi thx......if chat is only open for certain hrs, obviously makes sense for both tickets & chat?

[#5]

I've been with Plusnet very happily for, I think, about five years now. Unfortunately my typing skills are such that if  "web chat" means what I think it does and if web chat becomes the main source of support, then I suspect I shall have to leave after my next effort at problem solving.

[#6]

If you are the award winning co. you say you are, god help your competition. Your "raising a ticket" system was never the easiest to find never mind use, your new chat system is terrible - can't be doing with it.

Please provide an email address, a tel. no. which actually is answered at least with a message "we will ring you back in x minutes and do so.

Communication skills are something your Co. seriously lacks.

At least as if by magic the phone works again its only taken 2 hours. 

[#7]

Plusnet seems to forget that some of us have lives to get on with.  We do not have time to sit and wait until an agent becomes available.  Frankly, why should we ?  The major advantage of the old ticket system was that once raised, you could get on with your life while the problem was being investigated - file and forget, as it were.  That meant that Plusnet could also triage the tickets, prioritising the urgent ones like loss of service.

If my system is down, how do I "chat" ?  In the past, I have been able to raise a ticket on a neighbour's computer, but I would not feel comfortable sitting in someone else's house for half an hour waiting for an agent.

As for using the telephone - forget it.  I recently spent more than FIVE hours in total hanging on the telephone to report loss of service.

I should add that I have a house in France where I have recently changed ISP.  Now the French are not renowned for customer service.  However, on the three occasions recently when I have contacted them about something, they have answered the phone within half a minute, and on each and every occasion, they have subsequently called me back to ask whether my issue had been resolved satisfactorilly.  I cannot fault them.  I wish the same could be said for Plusnet these days.