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How can I contact Plusnet?

albedo
Newbie
Posts: 9
Thanks: 2
Registered: ‎31-05-2025

How can I contact Plusnet?

I do not have time to sit on the phone for 30 minutes twice a week, just to get first line support that cannot deal with the problem (which is fine; it's complex). All they can do is ask someone to call. They never do.

But after four months of trying I finally get second line support to do something, they finally did... only it made it worse.

I just want to reply to the actual person. By Email. Or by responding to a ticket.

But nooooo. Have to phone, and get first line support who will take a message that will undoubtedly be garbled along the way, and might or might not get to the right person in a few weeks, only for them to need to ask me a question, or misunderstand it, or just skip it as it looks complicated.

HOW DO I EMAIL YOU? WHY DOES THE TICKETING SYSTEM NOT ALLOW RESPONSES? Your ads talk about superior customer service, but not having basic email? 

At this stage I just need to get my site data out and go somewhere else, but I can't even do that because that's the exact thing that is the problem.

 

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8 REPLIES 8
albedo
Newbie
Posts: 9
Thanks: 2
Registered: ‎31-05-2025

Re: How can I contact Plusnet?

And no, I'm not messaging you on twitter. I stopped using that when Musk went the full Nazi.

Baldrick1
Moderator
Moderator
Posts: 13,173
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Fixes: 449
Registered: ‎30-06-2016

Re: How can I contact Plusnet?

Moderator's note:
Thread moved from Plusnet Feedback to Everything Else

Moderator and Customer
If this helped - select the Thumb
If it fixed it,  help others - select 'This Fixed My Problem'

jab1
The Full Monty
Posts: 21,446
Thanks: 7,291
Fixes: 315
Registered: ‎24-02-2012

Re: How can I contact Plusnet?

@albedo I assume you simply mean you wish to transfer your webspace to another hosting company - am I correct?

If so, now you have posted on here, one of the forum Help Team will assist. The main issue is that as web-hosting is a 'legacy' product, few of 1st, or even 2nd line support have the required knowledge.

Email has never been a communication channel on PN, even way back, and the 'ticket'/question route has been very heavily curtailed, especially since PN became merely a BT Group 'brand'.

John
Townman
Superuser
Superuser
Posts: 26,456
Thanks: 11,572
Fixes: 210
Registered: ‎22-08-2007

Re: How can I contact Plusnet?

Might be a matter of asking the right question - one which first line ought to have been able to handle, via a ticket.

  • If it is a *.*.uk domain - Please change the ISP tag to ABCD1234
  • If it is a *.com domain - Please provide an EPP authorisation code

Open tickets on an account are indicated by a bell symbol when logging into the user portal (or by clicking the link below).  Tickets can be replied to by clicking "I need to add more details" link.

 

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Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

albedo
Newbie
Posts: 9
Thanks: 2
Registered: ‎31-05-2025

Re: How can I contact Plusnet?

Thanks for the replies. Sadly it's not that simple.

I've got free domain services as I have a very old account - well over 20 years. I've been using it for ages to host a small site, upgrading to CGI in 2011 to support Wordpress.

The site stopped working, giving only the slightly cryptic error "Not Authorized to View This Page [CFN #0004]", which seems to be some sort of server permission error.  FTP does not work, and just gives a generic security failure error.

Web control panel does not work. I can log in, but going to manage site loads a blank page.  Between these three it's impossible to get all the existing site, or a recent backup.  

Once I get the content I should be able to get hosting elsewhere, re-create the site, repoint the domain name and all will be well with the world

In the most recent action they deleted the A record, which just prevents me accessing the site at the custom domain at all. It's still just as broken trying to access it using the ccgi.albedo.plus.com domain, so I'm no further forward.   I could have told them that but trying to relay messages for weird issues like this through phone support is the worst sort of parlour game.

 

Townman
Superuser
Superuser
Posts: 26,456
Thanks: 11,572
Fixes: 210
Registered: ‎22-08-2007

Re: How can I contact Plusnet?

@bobpullen 

Are you able to assist please?

This looks more complex than a domain transfer away - user needs to be able to access content for migration.

TIA.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

albedo
Newbie
Posts: 9
Thanks: 2
Registered: ‎31-05-2025

Re: How can I contact Plusnet?

@bobpullen  Any update on this?

albedo
Newbie
Posts: 9
Thanks: 2
Registered: ‎31-05-2025

Re: How can I contact Plusnet?

@bobpullen  Any Update on this? I've tried to get to old backup, but they were stored in the FTP space, so I cannot access them.