Bring back tickets/questions (with poll)
You can though Jim, email or print I have outlined the buttons below:
Quote from: Chris ...certain types of query are still available on the ticket system, however in general we'd advise contacting us via chat or call if the type of query you're making doesn't fit with one of the categories on the help assistant. I'm going to check into the response you've received as I didn't know this is what was being sent back now.
OK Chris - thank you for the clarification.
One must, I suppose, presume that Plusnet know what they're doing, but I have to say I fail to see the logic.
What is the point of taking up my time, and your agent's time, in reporting a minor problem via Chat or phone call, when a ticket could be raised in a couple of minutes and dealt with as and when resources are available?
After several attempts at using Chat, at various times of day, I have yet to find it actually available. In the wait time on the average phone call to Plusnet, I could raise at least a dozen tickets!
Quote from: Chris FYI, I'll get the upload uncap sorted too.
Thanks Chris, much appreciated.
It's Not fair enough Jim 
And what happens if you forget to request the copy at the time?
Or miss that fact that you can do so, as it looks as though Jim did?
ALL staff should have access to get copies if needed and in any event it should be automatically placed on a users account (in the same place as Questions - rename it - Questions & Chat records) where it is visible and accessible to both the user at any time and a member of Plusnet staff at anytime.
If you happen to ring in about something you "dealt with" on Chat, you may need to refer to it and discus it with the member of Plusnet staff, in which case both need access to it at that instant.
This is currently one of the major failings of the Chat system as it currently stands. And the way it was introduced was more than just short sighted, but the removal of access to raising tickets on ANY issue is not acceptable.
To be clear, and especially for posters like PembsPanther, I have no objection to a Chat system and it will have a lot of uses which is fine and I have no objection to trying to steer users towards it.
BUT to go back to one of the points that Jim raised at the outset, there will be times when users do not have the time to hang around waiting 20 minutes for the phone queue or the time spent on the chat and will want to be able to type up a ticket at their leisure particularly if it isn't red hot urgent - just like one of the problems mentioned by Jim in his above post.
Hear hear. I seriously OBJECT to being forced to use the phone or chat system for a billing/phone charge errors query which I know will take time to investigate and resolve and for which a ticket will do.
Well I'm sorry Force 'E', you are wrong. The "tier" of management responsible for the current mess do not know what they are doing. They haven't thought it through carefully enough. What's been introduced and what been removed is a half baked idea
As I can't access the Help Assistant at this time (due to Maintenance), I'll have to post back another time with further comments.
Quote from: Chris
Quote from: Oldjim I want a record of what I asked and the replies in case there are contractual implications down the line
This, as far as I can tell, isn't available using Chat
You can request an email with a copy of the chat log, and some of the staff here have access to get copies of the transcripts if needed too.
And what happens if you forget to request the copy at the time?
Or miss that fact that you can do so, as it looks as though Jim did?
ALL staff should have access to get copies if needed and in any event it should be automatically placed on a users account (in the same place as Questions - rename it - Questions & Chat records) where it is visible and accessible to both the user at any time and a member of Plusnet staff at anytime.
If you happen to ring in about something you "dealt with" on Chat, you may need to refer to it and discus it with the member of Plusnet staff, in which case both need access to it at that instant.
This is currently one of the major failings of the Chat system as it currently stands. And the way it was introduced was more than just short sighted, but the removal of access to raising tickets on ANY issue is not acceptable.
To be clear, and especially for posters like PembsPanther, I have no objection to a Chat system and it will have a lot of uses which is fine and I have no objection to trying to steer users towards it.
BUT to go back to one of the points that Jim raised at the outset, there will be times when users do not have the time to hang around waiting 20 minutes for the phone queue or the time spent on the chat and will want to be able to type up a ticket at their leisure particularly if it isn't red hot urgent - just like one of the problems mentioned by Jim in his above post.
Quote from: Force What is the point of taking up my time, and your agent's time, in reporting a minor problem via Chat or phone call, when a ticket could be raised in a couple of minutes and dealt with as and when resources are available?
Hear hear. I seriously OBJECT to being forced to use the phone or chat system for a billing/phone charge errors query which I know will take time to investigate and resolve and for which a ticket will do.
Quote from: Force One must, I suppose, presume that Plusnet know what they're doing, but I have to say I fail to see the logic.
Well I'm sorry Force 'E', you are wrong. The "tier" of management responsible for the current mess do not know what they are doing. They haven't thought it through carefully enough. What's been introduced and what been removed is a half baked idea
As I can't access the Help Assistant at this time (due to Maintenance), I'll have to post back another time with further comments.
+1 many time over.
I despair with Plusnet support, they were one of the best, but the direction they are going now doesn't look good.
With the problems I'm having getting any meaningful and timely answer to my ticket they may as well stop using it --- err, perhaps the have, that would explain the problems I'm having.
I despair with Plusnet support, they were one of the best, but the direction they are going now doesn't look good.
With the problems I'm having getting any meaningful and timely answer to my ticket they may as well stop using it --- err, perhaps the have, that would explain the problems I'm having.
I believe I saw mention of it somewhere by Chris Parr, but don't recall a screen shot as in your linked post. The higher a profile this gets the better
Please add my name to the list of long-lived but extremely disgruntled loyal customers 
The ability to contact PlusNet electronically in writing, especially with regard account queries, is a must. Live chat is not a replacement for a carefully crafted message and reply. Perhaps the chat will work for some, but unless it's to be manned 24x7, it's not going to replace the ticketing system.
Moreover, the chat - when it is actually online - will only be manned by first line support. What happens when I need a response from 3rd line? I remember the plusnet emails that said "we're investing in our staff training, because there's nothing worse than contacting Support, only to find out they know less than you do". This means our pricing has to rise". I thought that was brilliantly revolutionary - pay for the service you expect. Brilliant.
Come on, PlusNet - stop kicking your customers, and stop slamming the door in our faces.
The ability to contact PlusNet electronically in writing, especially with regard account queries, is a must. Live chat is not a replacement for a carefully crafted message and reply. Perhaps the chat will work for some, but unless it's to be manned 24x7, it's not going to replace the ticketing system.
Moreover, the chat - when it is actually online - will only be manned by first line support. What happens when I need a response from 3rd line? I remember the plusnet emails that said "we're investing in our staff training, because there's nothing worse than contacting Support, only to find out they know less than you do". This means our pricing has to rise". I thought that was brilliantly revolutionary - pay for the service you expect. Brilliant.
Come on, PlusNet - stop kicking your customers, and stop slamming the door in our faces.