Support Team notifications

[#1]

I have an issue being dealt with by Plusnet Support Team. They have opened a Question (with ref number) as an email and also on my account page. It says

"you can follow the progress of this Question online and add information"

 but there doesnt seem to be any way of uploading a response and emails just get a "we dont monitor emails:"

 Can anyone tell me how to respond, preferably to the person dealing with the case?

[#2]

@Ddclutch It is a long time since I had a question open, but if I remember correctly, there is an option in the bottom LH corner that reads 'I need to add more information', or something very similar - click that and you should be able  to comment on the question.

[#3]

That's the sort if thing I would expect, but no there isn't. There's a Review this Question but that just takes me to the same message on my account page online, still with no response type box or clickable button

[#4]

Moderators Note

This topic has been moved from Broadband to My Account / Billing

[#5]

Strange. Unfortunately, I'm no longer a Plusnet customer, so cannot access questions/tickets to check. I'll try tagging a couple of people who may be able to assist, but you may not get a reply until  tomorrow.

@Townman  , @MisterW  - any thoughts?

[#6]

I'm afraid I dont have any open tickets to be able to check

[#7]

Fair enough, @MisterW . I only asked you as I obviously haven't seen one for four years, and I know things have changed in that time, just wondered if the 'reply' option had moved.

[#8]

I'm not aware that the 'reply' option has been removed as such for truly 'open' tickets. However there does seem to be a propensity for agents to create tickets to which only PN can reply.

[#9]

I am new to Plusnet and in the switching process have had  'Question' tickets on different issues. Each of them has a line at the bottom saying "you can add information if you want to". None has a Reply button. In this instance I do need to send information back to the Agent dealing with an on going problem.

[#10]

@Ddclutch Can you provide a screenshot of one of these tickets (obscuring any personal information)?

[#11]

Thanks. Sounds silly, but this device doesn't seem to want to take screen shots!

3 of the 'Question' tickets dont display a reply box either when as an email or when opened in my account. But one of them does have a link button for "provide additional information" opening a reply form. I guess provision of this is selectable by the person raising the ticket?

[#12]

What 'device' are you using?

The questions will not display a reply option 'in the email' - the only way to reply is directly in the ticket/question on your account.

If the 'question' is 'closed', then there is no reply option.

[#13]

The 'Device' is a n Amazon Fire HD8

each of the 'tickets' comes as an email, but I do check them on my account.  I was referring to the account view versions where one has a provide additional information button and 3 do not, including yesterday's still active question.

[#14]

A new 'Question' ticket has just been opened following a phone call ( yes its an on-going issue !) and this again has no apparent means of adding / uploading any response.

[#15]

Ah, OK. Sorry, can't help with your device - never had one. Do you not have a mobile phone/tablet/computer?

As I say, I do not have access to any questions to be able to assist further. How many 'questions' do you have open?