LIVE CHAT is NOT busy... it isn`t working (was: How long is a "short wait" ? ? ? ?)
@Gandalf Thank you for your reply and clarification of the very poorly worded explanation of call charges.
The help I need has already been "by-passed" by Plusnet inasmuch as I have been told that PlusNet does not support NGT install problems on Linux . so I am left without any help from Plusnet regarding getting it working.
which is shambolic to say the least.... Customer service WAS great.... then it removed the ticket system.... downgrading the service... then it removes the very easily accessible to all, LIVE CHAT.. replacing it with a "third party" system that is cumbersome and difficult to install and use. for those that do not use WIndows or TWIT FACE etc.
Relinquishing LIVE CHAT and not supporting those customers who need it, is another downward trend . To add insult to injury Your link regarding NGT via the EAR icon ends with
You can also contact our customer support team on 0800 432 0200 or by using our online chat service.
NO ! I cannot contact customer support on the phone... I am (almost) DEAF...
and online chat service has been taken away from me.. ( and many many other similarly (or worse) disabled, than myself....
By the way... regarding the phone line... You will probably be aware that I started a thread more than 10 years ago... suggesting ways to improve the service... ( all rejected ) starting off with employ more staff to answer phones and tickets... and suggesting a proper "queueing" system Your turn is numbe XXX instead of the infallible push and shove that seems to happen depending on who is answering the calls.
( you are number xxx in the queue worked fine on Live Chat though ) ...
did you know that
Plusnet`s Award winning service includes the WORST award... for 2018 ...
Not exactly living up to the advertising on television ?? ? ? ?
We`ll do you proud ......
the big question in regard to that last line is ......... "When " ?................... ?
We're rehashing old ground here. As I said, I wasn't in last week, Gandalf and other social media team members don't access the forums in the same way that you do and as such tagging them does not get their attention.
Why do people always jump to the worst conclusion, if we could help you we really would, what benefit does us getting together and deciding not to answer you get us? If we were that bothered wouldn't we delete the thread? or ban you from the forum? All much easier and less obvious than the suggestion we got together and colluded to ensure that we didn't answer you. We haven't done this because we genuinely appreciate your feedback. It's what the board is for.
Plusnet is also unable to help with individual device support requests for Text Relay, simply because we lack the diagnostic tooling and back end access to the program that the company themselves have, your case is made even trickier for us to support with as you have a device with an operating system that is only installed on 0.63% of all devices in the country so it's not like we can even use our own knowledge to try to assist you.
I'd also add that if you require support you can always create a thread in the appropriate board and if it warrants it our advisor can create a ticket on your account that you can respond to. Theres no need for Twitter/FB or Text Relay.
@jgb wrote:
If these forums are now meant to be a valid way of seeking help from Plusnet, how are customers meant to draw Plusnet's attention to such a request if tagging does not work?
You don't need to, each post is read automatically and using keywords and board categorisation the post is automatically routed to the advisor with the correct skillset to respond. This isn't a change, we've been doing this for 2 years. It's the first major change I introduced and it's improved agent response rate to customer queries by a considerable margin, it also means we never miss one.
Secondly, it has been suggested that this particular forum (Plusnet Feedback) is not one monitored by Plusnet staff. If that is so what is the use of providing feedback to Plusnet here?...and if not here, where?
It is monitored, but by myself rather than the agents, I take that feedback to the area of the business that it's about.
Sorry if it's come accros as confusing, I'll try to make it really simple.
Staff dont log into the forums (apart from me) @staffname does nothing, anywhere on any board. They don't log into the forum, so don't get a list of new notifications to clear.
This board, this one is for feedback about Plusnet and or it's services and we thank you for providing it. If it's a support request the mods will move it to a support board.
@jgb asked how he could get staffs attention if he needed it. I advised
You don't need to, each post is read automatically and using keywords and board categorisation the post is automatically routed to the advisor with the correct skillset to respond.
That's because, if it was a support query, it would have been moved into a support board, then the above process would have happened and the question would be answered.
@shutter wrote:
Perhaps.... as a Plusnet Feedback.... there should be a new board started, that DOES give customers direct access to Customer Service via the forum..
Why? almost every other board here does just that. got a broadband issue? head to the broadband board, Fiber issue? head to the fibre board, mobile issue? I think you see where I'm going here. Each one of those boards will route you to the people with the skills to help.
I hope you don't mind but I'm also going to answer the question you posed for @Gandalf
If you call an 01/02/03 number via Text Relay you'll pay for the call as normal but there would normally (I'll explain why I say NORMALLY in a second) be a modifier attached to the call to ensure you were charged no more than someone who wasn't disabled. Different call types have different modifiers but they're a lot more generous than you're giving us credit for.
If you call any type of number through Text Relay, it's completely free and plusnet never call Plusnet phone customers for any call to their contact centre on any of our support numbers even the 01/02/03 numbers regardless of your call plan.
But none of that matters because here's why I said 'normally'.
For some time now we (Plusnet) haven't charged any customer a single penny for any call to any domestic number they've made through Text Relay so your calls to any company you call based in the UK is free, regardless of what they charge you to call if you're doing it through Text Relay.
Now, as we've strayed way past feedback, and we've answered each of your questions and concerns, and as you don't actually have an issue you require support for I'm going to ask the mods to lock this thread and make the personal request that you please refrain from PM'ing members of staff and then being disappointed when they're not promptly answered it's difficult for you to know who's working, who's on holiday and if anyone is off ill. Instead please seek support the normal way by creating a new thread in the relevant board explaining your issues and it will be picked up as quickly as possible.
Thanks
