Help Assistant removed - unable to view tickets

[#1]

sorry Townman  i must have been asleep to miss that

[#2]

@Jelv,
If it helps... let's hope the mod's don't feel my collar for sig size!

@Linn,
Lovely to see you back in here - we do miss you!

[#3]

It is a bit "in your face" but if it helps posters I am not going to complain

[#4]

Quote from: Oldjim

Re the Contact Us page https://www.plus.net/home-broadband/contact/ As I am a customer Click on Contact Customer Services The only options are phone or on-line chat NOT Raise a Ticket Visit Help and Support is equally useless SO IS THIS A DELIBERATE ATTEMPT TO STOP CUSTOMERS RAISING TICKETS Apologies for shouting but in my opinion this decision is totally ridiculous

Quote from: Oldjim

I don't want to get support via phone or chat Either I want to raise a ticket to which I can add screen caps and a file I want to view my closed tickets or indeed open ones Also A poster on here says - I didn't receive an email about something - so what do we recommend - View your closed tickets not use live chat or phone in

Well what an absolutely incompetent decision this, is I agree totally with Oldjim, jelv and others. I read the first page of this thread and went to the last to see what the latest was before posting. I'm not amused. When I have a minute from helping one of your other customers Plusnet, I'll read the thread in its entirety and add any further comments.
Luckily I've had my own link for years which goes straight to the Open & Closed tickets. Here it is for those that may find it useful in addition to jelv's link -
Open&Closed Questions . It'll be in my sig shortly.

[#5]

@OJ,
Would not want your hackles raised by a millimetre so I've toned it down a little!     
Kevin

[#6]

Agree with most of the comments here.
I'm currently at the end (hopefully) of a 5 week issue that has involved swap from ADSL to fibre, speed issues, swap back to ADSL, no internet and now more speed issues. The ticket raised has the complete history. I don't have to go through everything every time, just add updates. I also have a record of who was dealing with my issues and what has been done up until now. Chat is great when issues first occur but for on-going issues it's not practical. It took me about 10 minutes to find my outstanding ticket! Also chat is only available between 9am and 9pm. I work shifts and the ticket system meant I could raise an issue outwith those times.

[#7]

Plusnet have made it clear that their primary method for users to get support is to use the chat facility. It is not at all easy to find the correct link to the alternative method of raising a question.
As the chat facility is only available 9am to 9 pm, I wonder if it is time to report Plusnet to the ASA for falsely advertising "UK-based customer support 24/7".

[#8]

PN are chat hours going to be extended to 24/7?
Regards
Mike

[#9]

Quote from: jelv

As the chat facility is only available 9am to 9 pm, I wonder if it is time to report Plusnet to the ASA for falsely advertising "UK-based customer support 24/7".

Our customer support phone lines are open 24/7.

[#10]

It seems to me that of the three options given by PN Chat, Phone and Ticket, Chat will be the first to fall over in the case of a dicky line. So why oh why are PN obstructing customers access to the most robust reporting method.
/ discuss 

[#11]

If you've got a line problem then even opening a normal ticket isn't the best route, we'd generally advise going through the troubleshooting steps and opening a fault at https://faults.plus.net - this info remains the same and is still detailed in the help pages.

[#12]

For me it is the length of time to get a ticket processed that is the problem for me.
To me from an award winning company I would expect answers in a few hours not days.

[#13]

Quote from: Chris

If you've got a line problem then even opening a normal ticket isn't the best route, we'd generally advise going through the troubleshooting steps and opening a fault at https://faults.plus.net - this info remains the same and is still detailed in the help pages.

1) And we all know that users have posted that certain types of fault where users truthfully answer the questions in the Troubleshooter end up with the fault being automatically closed as it tells you your connection is working!  Raising a Ticket directly does not have that issue.
2) And if I happen to have to use a mobile device to report a fault,  I'm not going to be hanging on to a phone-line for 20+minutes, I don't want a lot of to-ing & fro-ing banter on the Chat,  I just want to raise a ticket with the absolute minimum amount of data usage from my mobile network allowance.

[#14]

@Jelv,
About the best thing which has come out of this thread is your encouragement to add a link in my sig.  The concept is excellent and I will extend it to the various other resources which are so helpful when seeking to assist people looking for help.  It will be a darned sight easier than re typing the links every time I need to refer to the same stuff and (frankly) cannot be bothered to find and paste the link, especially when visiting the forums on my iPad, as I tend to do in a morning.  Speed issues thread / BB & Phone fault reporters / useful tools / etc would be really useful.
Maybe such considerations would be useful to CRT staff too?
Kevin

[#15]

It's entirely up to you guys what you have in your signatures. The links in mine are what I believe are useful too.
I know I've not replied to some of the posts in this thread yet today, but I believe that most of the points were already responded to yesterday. The feedback and feeling is being collated and pushed back internally.