Can we refine what goes where so as to deliver the best help to users?

Townman · ‎22-08-2007

I suggest that for some issues, the Broadband / Fibre / Business segmentation does not best help some users find the right help if they are "forced" to post in one of the above just because they are an ADSL / Fibre / Business user.

I am particularly thinking about non-Plusnet routers (for sure) and possibly even Plusnet routers too. Often such queries are generic and not specific to an ADSL / Fibre / Business context: placing those queries in a generic location ought to expose the request to help to a wider but more specialised part of the community.

I am sure that there are other matters as well - especially some posted on Business which could be addressed more appropriately elsewhere.

I am NOT suggesting a wholesale rearrangement of the boards, rather some small adjustment about where given users might be best placing generic queries. Debates on issues being moved to Business just because the question was asked associated with a business account come to mind here.

What do people think?

In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links

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.

If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.

HarryB · ‎25-03-2015

@Townman wrote:
Debates on issues being moved to Business just because the question was asked associated with a business account come to mind here.
What do people think?

A few that come to mind relate to threads that I requested were moved to the business board as people called out the engineer charge that was advised on a fault report, as this differs from Business to Residential.

The products offered on Business also differ from Residential, with the options of Annex M, IP Blocks, enhanced care etc.

As such, the information on a Fibre, ADSL or router query could differ greatly for a Business customer compared to Residential.

If this post resolved your issue please click the 'This fixed my problem' button

Harry Beesley
Plusnet

Townman · ‎22-08-2007

May be we need to review on a case by case basis then?

I'm mindful of a user on business at the moment trying to get what sounds like generic help with a router problem ... I do wonder if they would be better helped with the issue on the routers board?

In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links

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.

If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.

Chris · ‎05-04-2007

Definitely needs to be case by case IMO.

Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.