Why does Plusnet not cater for disabled people????????????????

[#1]

I’ve raised a query about coverage on FB.

Why not detail your issue here rather than just keep complaining that washing dirty laundry in the public gaze of social media is not working. As advised above, answers to many issues are often found from members of the community.

EDIT: @jab1 gets up earlier and types fast than do I.

[#2]

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@Anonymous wrote:

I use face book but so far its been 3 days I just get their away message with no update as of yet.

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And you use this forum.

[#3]

@Anonymous 

did you comment on a plusnet Facebook post or send a message via FB?

The current contact methods appear to be either the phone or X (formerly know as Twitter)

Help on this forum is here if you seek it.

[#4]

message via FB as usual I don't use X

[#5]

So what is your problem?

[#6]

that after 3 days I still have no reply just their constant not available paragraphs, but as soon as my contract ends I'm off

[#7]

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@Townman wrote:

Email has never been offered as a support communication channel - for numerous good reasons, the main one being that there is no dependable way to affirm that the communication came from you and not someone pretending to be you.

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What? I can't believe that is a valid view.

E-mail is just as secure as any other communications medium.

Personally, e-mail is my preferred way of communicating with most businesses/organisations.

E-mail provides a record of the communications, it is asynchronous so allows for time zone differences, allows attachments, and avoids waiting in telephone queues for hours. It also allows for easy routing to a group of people, can be automatically imported to CMS systems etc., so is ideal for managing support issues.

[#8]

Sender’s email addresses are readily spoofed.

The real issue around here is the loss of the account centric tickets system which (unlike the other methods) ensures irrefutably that the message is from someone associated with the account.

[#9]

Hiya @Anonymous  

I'm really sorry for the delay we have taken in getting back to you. We have been super busy over the phones and over social media, we have been working hard to get back to you guys as a fast as possible but it has taken longer than we like. 

I can see Michael picked up your message yesterday and saw it is with our higher escalations team. You will be assigned a case handler and they will be in touch.  

[#10]

I do appreciate that your busy but being disabled its my only way to get hold of anyone as you ignore my emails so I will be leaving as soon as my contract runs out in Feb

[#11]

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@Townman wrote:
Sender’s email addresses are readily spoofed.

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Well, the From header can be set to anything, but there are several mechanisms to stop spoofing - SPF, DKIM, etc.

There's nothing beyond a password check for a telephone call, and presumably not even that for a letter sent by post to cancel a broadband contract. I'm not sure what security is associated with X as I've never used it, but it doesn't have a good reputation.

The real issue around here is the loss of the account centric tickets system which (unlike the other methods) ensures irrefutably that the message is from someone associated with the account.

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That I agree with.

[#12]

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@SammyM wrote:

I'm really sorry for the delay we have taken in getting back to you. We have been super busy over the phones and over social media, we have been working hard to get back to you guys as a fast as possible but it has taken longer than we like. 

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@SammyM, as an aside I'd just like to comment that the well worn "we're super busy" platitude doesn't actually help anything.

What it says is that Plusnet don't care enough about their customers to actually employ enough staff to deal with their problems.

Are there any initiatives or plans to improve response times?

(it doesn't actually matter much to me as I'm no longer a customer as Plusnet are no longer able to supply any services for my address).

[#13]

well even after all of their comment here I've still had nothing further on FB chat so its clear they spend time here rather than helping customers, roll on Feb when I will have a new provider

[#14]

I will say this one more time and then retire defeated: Unless this is a account specific, i.e. financial issue, then why not ask for help on here?

[#15]

i'm saying it here as I can't get anyone elsewhere but I have had a reply from the ones who should reply but I doin't care anymore I'm just trying to find how to close and remove my details from this community forum then Feb I'll be off to pastures new