Automated Fault Reporting Issue

[#1]

Hi All

I had an issue the other evening and wanted to report a fault, outside of normal call centre hours. I used the SMS service, however received a reply stating they couldn't match my number to an account. I've just checked and they have my correct number, so I'm not sure what the issue is. Obviously I need to contact Plusnet to sort this out.

Here comes the rant bit... I seem to recall being able to use live chat in the past, so over to the "My Account" area I headed, only to find the live chat facility saying "Leave a message" and then "Connection unavailable" when clicked upon. Having dug around the forum a bit, it seems that live chat was dropped around 2020? How is it possible that Plusnet seemingly haven't fully removed the remnants of this after 4 years?  Additionally, in the SMS reply I received, they suggested I reply with the landline number my broadband service is associated with, except mine isn't? I have only ever had FTTP and no physical landline at all. Good way of dodging fault reports I guess.

All very frustrating and confusing, no wonder Trustpilot scores them a 1.7/5.0. 

End of rant.

[#2]

Oh dear!

I'm afraid most things around here seem to have long been abandoned and gradually fallen into wrack and ruin. 🤕

The 'issue' with the SMS robot fault finder not working properly, except with a landline number - which you won't have if you have no landline - is well known.  Not that that helps much...

You could still try describing your fault on here. Somebody may be able to assist.

[#3]

Ahh thanks anyway, fault resolved itself just as I gave up and went to bed at 1am the other night, so not much point describing it! You’d think that liveperson.net would get fed up of Plusnet customers trying to load resources from them by now! I’ll brave the call centre queue tomorrow I reckon. Is there a better time of day when they’re unlikely to be “experiencing higher than usual call volumes”?

[#4]

@baz8192 

Not that it helps with fault reporting at the moment your FTTP service (as has all DSL services) has a BBEU identifier. You can find yours by logging into you PN Members page and looking under My Account.

Brian