Help Assistant removed - unable to view tickets
So no tickets at all now then?
I was looking today to get SNR on ADSL connection altered but couldn't find anywhere to ask it... I also requested Interleaving removed on the ADSL line recently too and normally this opens a ticket but it didn't.... and still no change to interleaving on line either..
I tried to contact Plusnet today by phone and it was impossible and the chat is also busy...
I'm binning this shite soon anyway... I will keep an eye out for the headline that says Plusnet DEAD!
I was looking today to get SNR on ADSL connection altered but couldn't find anywhere to ask it... I also requested Interleaving removed on the ADSL line recently too and normally this opens a ticket but it didn't.... and still no change to interleaving on line either..
I tried to contact Plusnet today by phone and it was impossible and the chat is also busy...
I'm binning this shite soon anyway... I will keep an eye out for the headline that says Plusnet DEAD!
It would be appreciate yes Matty 
I'll send a PM to confirm details!
I'll send a PM to confirm details!
I'm a bit late to the party here but, err, crikey! I just went looking for a ticket earlier and thought I was going mad when I couldn't see any links to the Help Assistant. Although I suppose it's a small relief that it's Plusnet who've gone mad, not me. I've been with Plusnet for over a decade now and, when it worked well, I loved the ticket system. Ticket tennis and otherwise languid attitudes towards replies were a problem, but it was always my feeling that if those aspects could be improved then the ticket system could almost be the perfect way of contacting any company (albeit with the need for a phone option too as backup).
The thing is, I hate live chat facilities. They've been plaguing my web-browsing for years (argh I hate those ‘would you like some help?’ pop-ups that appear five seconds after loading a page, getting in the way of what I was reading perfectly successfully without the need for any help). In my eyes, live chat doesn't offer anything that telephone conversations don't offer; instead, they take much longer because you and the support representative need to type everything out (I'm fast at typing, but not as fast as I am at talking), plus there's inevitably a wait for each reply whilst the support person helps half a dozen other people, then the WiFi/internet/browser/computer conks out and you lose your chat session so have to start all over again… only when desperate have I ever used such a service, and I try to avoid them as much as possible.
Having said that, like lots of others here, I don't care if Plusnet continue promoting live chat, as long as it's not to the detriment of the ticket system – although clearly, with the removal of various ticket-raising options, ticketing is on its way out. To add some constructive feedback though just in case it's not entirely too late, here are reasons why I like using the ticketing system, based on my own actual usage over the years (i.e. they're not just hypothetical):
So there you go: that's six things that the ticketing system can do for me which, currently, no other Plusnet contact method provides. Added to those are considerations such as the frequent unavailability of PN's live support (I've often ended up on a page imploring me to use it whilst telling me that it's currently unavailable), and also the recently announced reduction in telephone support hours. It sounds to me like PN are putting all their weight behind the support method I like the least out of any I've tried.
P.S. Before anyone asks, yes I've voted in the poll!
The thing is, I hate live chat facilities. They've been plaguing my web-browsing for years (argh I hate those ‘would you like some help?’ pop-ups that appear five seconds after loading a page, getting in the way of what I was reading perfectly successfully without the need for any help). In my eyes, live chat doesn't offer anything that telephone conversations don't offer; instead, they take much longer because you and the support representative need to type everything out (I'm fast at typing, but not as fast as I am at talking), plus there's inevitably a wait for each reply whilst the support person helps half a dozen other people, then the WiFi/internet/browser/computer conks out and you lose your chat session so have to start all over again… only when desperate have I ever used such a service, and I try to avoid them as much as possible.
Having said that, like lots of others here, I don't care if Plusnet continue promoting live chat, as long as it's not to the detriment of the ticket system – although clearly, with the removal of various ticket-raising options, ticketing is on its way out. To add some constructive feedback though just in case it's not entirely too late, here are reasons why I like using the ticketing system, based on my own actual usage over the years (i.e. they're not just hypothetical):
- Being able to begin the communication with a lengthy, carefully thought-out description of a tricky problem, including screenshots where necessary.
- Contacting Plusnet late at night, not expecting an immediate resolution but allowing me to do the above when I've got time at the end of the day.
- Viewing details about past communication with Plusnet.
- Checking service notices etc. to make sure Plusnet aren't making a mistake when some kind of service change takes place – a necessary precaution after many errors PN have made with my account in the past (although they've been much better in recent years).
- Checking what's going on with a family member's Plusnet account without visiting them, when they've needed help.
- Directing communication towards a particular staff member or department for more specialist issues, or when following up something discussed here or on the much-missed (by me anyway) IRC channel.
So there you go: that's six things that the ticketing system can do for me which, currently, no other Plusnet contact method provides. Added to those are considerations such as the frequent unavailability of PN's live support (I've often ended up on a page imploring me to use it whilst telling me that it's currently unavailable), and also the recently announced reduction in telephone support hours. It sounds to me like PN are putting all their weight behind the support method I like the least out of any I've tried.
P.S. Before anyone asks, yes I've voted in the poll!
Welcome to the forum (& Plusnot) plusknot.
Yes it defies all logic - except the one that says, get rid of tickets and the backlog and delay on ticket responses go down
You could ask your question here unless it involves personal detail, or even ask generally and when a member of the CRT responds you can give them the personal info in a PM.
PS. I see the forum spell checker is working well - the word in brackets that it's corrected
Yes it defies all logic - except the one that says, get rid of tickets and the backlog and delay on ticket responses go down
You could ask your question here unless it involves personal detail, or even ask generally and when a member of the CRT responds you can give them the personal info in a PM.
PS. I see the forum spell checker is working well - the word in brackets that it's corrected
Quote from: Be3G ....
Having said that, like lots of others here, I don't care if Plusnet continue promoting live chat, as long as it's not to the detriment of the ticket system – although clearly, with the removal of various ticket-raising options, ticketing is on its way out. To add some constructive feedback though just in case it's not entirely too late, here are reasons why I like using the ticketing system, based on my own actual usage over the years (i.e. they're not just hypothetical):
- Being able to begin the communication with a lengthy, carefully thought-out description of a tricky problem, including screenshots where necessary.
- Contacting Plusnet late at night, not expecting an immediate resolution but allowing me to do the above when I've got time at the end of the day.
- Viewing details about past communication with Plusnet.
- Checking service notices etc. to make sure Plusnet aren't making a mistake when some kind of service change takes place – a necessary precaution after many errors PN have made with my account in the past (although they've been much better in recent years).
- Checking what's going on with a family member's Plusnet account without visiting them, when they've needed help.
- Directing communication towards a particular staff member or department for more specialist issues, or when following up something discussed here or on the much-missed (by me anyway) IRC channel.
...
Be3G, that post is as close to my thinking as anything - I can't believe they've done this. The live chat thing, even when it works, is horrendous - I think you must use the same websites as me...
But to be told "use our live chat - sorry, we're closed!" is unbelievably poor customer service - it's like a virtual door slamming in your face, or having a virtual phone hung up on you.
Voted!
Quote from: oppositeofminus Just joined Plusnet, logged in to raise a ticket for a non urgent question to find it's just been removed as an option, I can not understand why an ISP would think this was a good idea for exactly the same reasons that have already be mentioned in this thread.
I see you've (had to) change forum name since my reply #262 - unless the spell-correcter got to my post twice without me noticing
Quote from: Yorkshirekev99 But to be told "use our live chat - sorry, we're closed!" is unbelievably poor customer service - it's like a virtual door slamming in your face, or having a virtual phone hung up on you.
Totally agree with you. Loss of 24/7 support is just another example.