Help Assistant removed - unable to view tickets

[#1]

No, NOT removed just 'hidden'.  

[#2]

Plusnet Help Assistant
Ask a question or view your answers
Vote for restoration of the help assistant
The page may still be there but PlusNet are NOT responding to any Questions raised.
Today, I spent 35 minutes on "Chat" , trying to find out why I was not getting paid my Referrals payments ... and getting progressively more frustrated with being given WRONG information .... and then finally told that I would need to Phone the Customer Services Line and wait in the queue because it could only be dealt with on the Phone.
Apalling degradation in customer service!

[#3]

What do you mean, NOT responding to "any" questions raised Wheel_nut?
Foxy raised a ticket recently and got a reply

[#4]

Yes - but it didn't involve Plusnet having to actually fix anything.
Pasting text into the reply doesn't really count.

[#5]

But they did respond Jeremy, which is the significant point.

[#6]

I just re-read the reply - a bit tricky but I just looked in the

Quote

Plusnet Code of Practice

and looked at the the link

Quote

2. How to contact us Should you have any queries regarding our range of services, or you're experiencing difficulties with the service you can contact us: Online Via our web-based Help Assistant†

[#7]

Quote from: Anotherone

What do you mean, NOT responding to "any" questions raised Wheel_nut? Foxy raised a ticket recently and got a reply

Well, they haven't responded to mine! (Question # 102860166)

[#8]

How long has it been open then Wheel_nut?
They must be answering a lot of other tickets and ignoring yours then, as the average closure time is now down to 1 day, 5 hours, 45 minutes and 13 seconds compared to 1 day, 10 hours, 13 minutes and 13 seconds the other day

[#9]

I gave up and after spending a wasted 35 mins on Chat to find that there was a system issue which required DD Account details re-entered into the Referrals payments system, I Phoned Customer Services and queued for about 15 mins before completing the entry over the Phone.
During the Chat and Phone call, I referred to the "Question" and the agent has closed the question.
So, I cannot say how long it would have taken to gett attention in the Help Assistant system without the other action. I hope this helps.

[#10]

Well I've just submitted a question and it's told me

Quote

At the moment we're averaging a response time of 22 hours 53 minutes 27 seconds for new queries.

so some continuing improvement there but this afternoon, the Support Stats currently say

Quote from: http

Current calls waiting Longest call waiting now Average answer time today 10.46                         Currently unavailable  6 minutes and 27 seconds

[#11]

There really ought to be a ticket presence on the Help pages - like already mentioned, Service Status notices are included. I can see why management want to have nice statistics on how satisfied users are but why omit another avenue that has its uses unless it's just about a bout of back patting from upper management?
I have seen chat busy and not available when it should've been which leaves only the phone as a means of contact - not great Plusnet. I know Tickets can take too long to answer but give people choice. Viewing Service Status can be of beneift - only recently found one about my ADSL service and when it should go live by - very useful and although no record of how satisfied I am today - not all contact with Plusnet is with people but can still be of benefit to us the customers
http://www.plus.net/wizard/ to view tickets for info.

[#12]

Ticket handling time seems to be coming down currently 1 day, 1 hour, 17 minutes and 39 seconds it says.
A ticket I raised last Saturday had a response Monday a.m.

[#13]

Given how hard they've worked at making it difficult to raise questions the number of tickets must have dropped dramatically. I find it really surprising that the closure time for questions more than it has!
(The poll is still open for people to vote for the return of the Help Assistant: http://community.plus.net/forum/index.php/topic,138400.0.html )

[#14]

I forgot to mention in reply to The 10th, that I noticed "Chat" was busy most of Saturday afternoon and several times on Sunday. I don't know how long it went on for, I wasn't continuously monitoring.

[#15]

i've still not seen the chat window..