Live Chat Availability Discussion

[#1]

Thanks, Townman. A constructive reply at last! - Not that it has got me anywhere, save to confirm that all my e-mail accounts are virtually empty - my most active one is 17MB! The others are all trivial, so your continued messages about my mail box being over full remain inexplicable.

Previous enquiries about whether I have logged in via webmail etc have meant nothing because I do not understand what is meant by 'webmail' or by 'IMAP e-mail clients.' I did mention this after  one of your previous messages. An explanation in words of one syllable or less is needed. I assume now that I have done the right thing by clicking on your link, but there is nothing for me to delete.

End of . . .

[#2]

@sbore Please feel free to pm me and I'll tell you what mailbox is your largest  

[#3]

Well, that sounds constructive!

So how do I pm you?

And how do I know that the information will be secure?

[#4]

To PM Jono, click the purple name next to his avatar and the click Send Message on the right of the page which loads.

Define "secure" - only you can read PMs.

Alternatively, you can follow the advice given by Gandalf - it is the one to which your service notices are sent - which if you had followed my guidance in full "for each MAILBOX in turn" you should have inspected every mailbox.

If you cannot recall all of your mailboxes, log into the user portal and select "Email Settings" and then "Manage my mail".

Click the MAILBOX tab to see all of the mail boxes you have.  If you find that you cannot remember their password, use the EDIT link to create a new one.

HTH?

[#5]

@sbore To pm another user - this case @JonoH , click on their avatar, in the resulting page, on the right-hand side near the top you will see the option to 'send private message'.

The information is secure, as so far as I know it doesn't leave the PN network.

@Townman beat me to it.

[#6]

Thanks for finding the time to speak to me on the telephone today, I'm pleased we could finally get to the bottom of your issues and I'll see if we're able to delete those emails from that particular mailbox from our end.

Please can you click here and let me know how to proceed with some other account maintenance 

Thanks

[#7]

I've been waiting on the phone now for at least 30 minutes! This problem I have has been ongoing for 6 months. 

You are a phone company with no one to answer the phones or chat on the internet. It's absolutely appalling customer service.

I am going to start billing plusnet for my time. It's incredible. From the look of this thread this support service is a system which is never sorted out before it goes wrong again. Incompetence beyond belief.

[#8]

Hi @lochick2007

I sincerely apologise for the long delays to get through to us.

After checking your account I can see that you have spoken to a member of our team after posting. A ticket was raised on your account with a summary of what was discussed which you can access here.

If the agent you spoke to did not fully resolve the issue, feel free to include a full explanation of the issues you experienced to the ticket then reply on here as we would be happy to pick it up and investigate it for you.

Thank you.

[#9]

My problems are not sorted. I still cannot access my account to see my payments or details of payments and calls. So the credit I have been given has nothing to do with the reason I am trying to access the account. 

This happens EVERY time I have a problem. There is aIways difficulty accessing my account details month after month.

I am not looking for apologies just a functioning website and competent people who are available to answer the phone or man the online chat facility. This is the least one can expect from a national communications company.

[#10]

Hi @lochick2007. I've checked our end and can see no reason why you'd be unable to access your billing account. Can you confirm what's happening when you're trying to log in? Are you receiving a 'wrong password' challenge or is it some other error message?

If it is the password that's at fault, please click here and you'll be able to reset it.

[#11]

It's not my password.I get into the member centre and when I click on payments and accounts I get the following message:

There has been an issue; please consult your system administrator

[#12]

Hi,

Live Chat is still not available and call to helpdesk is taking 30min.

Please advise when live chat will be availabe.

Regards,

[#13]

this is my screen in the member centre.

[#14]

Hi @lochick2007,

I'm sorry to see you experience this issue. Have you been able to log into the Member Centre using another device or web browser? If not, I would try this to see if it works and I would also suggest deleting the cookies and cache from your current browser to see if this fixes the issue.

[#15]

Does live chat ever work? I haven't seen it operational in months. It wouldn't be so bad if you could raise tickets on any subject, but that's largely blocked too. And when I called just now the damned phone queue wasn't even giving an estimated wait time.

All I wanted to do was find out if Plusnet could supply an replacement internet router for my mother's broadband, but the hassle factor in communicating with Plusnet these days is so huge that I'm thinking its time to give up on them.