Live chat Just a general query

[#1]

@shutter there is a 5th option: raise a ticket via this link

[#2]

@starfry  

[#3]

Moderator's note:

Thread now moved to Plusnet Feedback for better visibility.

[#4]

@shutter  on you locked post ,, was this what you were looking for ? https://community.plus.net/t5/Plusnet-Feedback/Suggestion-employ-more-staff-to-answer-tickets-and-ph...

And Yes the main problem is still the same repeated mistakes

PS Plusnet are STILL getting there

[#5]

Thanks @Mav for putting this thread where it should have been in the first place...  and not hidden away in "Everything Else" to save embarassment to Plusnet.

@rongtw  Yes that is the thread... I do have it bookmarked. so that I can keep referring back to it, if needed !..

[#6]

@shutter

You originally posted the thread in General Chat but as your post appeared to be asking for help that didn't seem to fit any other category I moved it to Everything Else.

Since then the thread has turned more into a Feedback issue hence I subsequently moved it to the Plusnet Feedback board.

The thread was most definitely not moved to save any embarrassment to Plusnet as that is not in our remit.

[#7]

@Mav  I originally posted in General Chat... for a more "informal discussion"... but it seemed to progress, as you said, into a  serious "feedback" issue, after it was moved into "everything else"... I felt that, that move, was done to save the embarassment.

Anyway... its in open discussion with a wider audience.... and maybe this time.... someone, will actually do something instead of just posting platitudes to "save face"..

Been waiting EIGHT years for Plusnet to give us what they advertise so strongly... "Award Winning Service".

I will accede, that I have not needed to contact PN very much in the 10 years that I have been on Plusnet... and luckily for me, who is very hard of hearing, with two hearing aids, LIVE CHAT is a boon, and also when I have contacted PN on Live Chat... the staff have usually sorted out my probelm pretty quickly..

I hope I don`t have the need to contact PN until LIVE CHAT is revived and working again..........  

[#8]

@shutter i wonder if this lack of staff  and the long awaited new billing system has been asked VIA the SU meetings ?

[#9]

Lack of staff over the past EIGHT YEARS, despite recruitment and training initiatives, could be down to lowering of morale, amongst the new recruits, finding that the job they siigned up for and the low level of training, give them poor expectations, and leading on to wastage.. 

Low Morale, amongst the staff, is generally attributed to poor management and poor leadership.   Both of which would contribute to the end result of repeated platitudes by the "lower echelon" of staff doing their best to bail out a slowly filling hulk.

I dont think the "long awaited new billing system" has any effect on the Phone staffing/CUSTOMER WAITING Times, nor the premature closing down of an extemely useful asset to customer service...... Live Chat.

[#10]

Moderator's note:

Thread title changed at the request of the OP.

[#11]

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@rongtw wrote:

@shutter i wonder if this lack of staff  and the long awaited new billing system has been asked VIA the SU meetings ?

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Oh yes!!!!  Billing is No. 1 on our priority list.

[#12]

Plusnet staff seem to have ignored this thread...

which is a shame on them...

Also another thread that was running at the same time as this, has also been shut down by the mods, in favour of this thread.   as there has been several posts between the last one (previous one to this) it is worthwhile reading them from this link.

https://community.plus.net/t5/Everything-else/Issue-with-Plusnet-Chat-and-my-Adblocker/td-p/1469368/...

I did request the mods to cut and paste them into this thread, as they originally decided that the content had exceeded the remit of the OP. ( which they deemed was a software problem) and staffing and live chat should be discussed on this (Plusnet Feedback) forum. 

However, for some reason, although they have done it on other threads before, they can`t seem to be able to do that with this subject.

Disabling Live Chat, which is an excellent resource in itself, and moving the staff to answer phones, has made disabled customers, with hearing problems, into second class customers.. allowing the more able persons, with good hearing, a better service.

It was suggested by a member of Plusnet staff,  that there is a form of voice to text system can  be used, however, this incurs costs in the telephone call side of it ( making more profit from disabled customers ). whereas the Live Chat is free to use by all.  Also .. the voice to text service is somewhat slower to use, and therefore more inconvenient, again, making disabled customers second class customers. 

Eight years ago, I started a thread about the long wait on the phones for responses... it is still no better now than it was then.... is Live Chat going the same way  ? ?    Will Plusnet be in opeation in 8 years time... who knows..

certainly nobody from PlusNet staff/management/leadership is responding, so it would seem they just hope the problem will go away if it is ignored.

Disabling the Live Chat is also disabling disabled customers...   Live Chat is a vital and essential part of communication for deaf/hard of hearing customers, and should be restored without delay, to enable them to feel as much a part of the Plusnet community as the rest of the "normal" customers do.

Just because we don`t "seem" to have a disablement, (like sitting in a wheelchair) doesn`t mean we are not disabled,... nor does it mean we should be discriminated against and treated differently to normal hearing people in the way of customer services by disabling Live Chat for their benefit.

[#13]

I fear this thread will just die ,, @shutter  Plusnet have no intention of listening to customers !

I will be very surprised if they even bother to reply here

[#14]

Still not working.

I am looking to move to BT and was going to see if PN wanted to keep me.

I don't have time to hang around on the phone so i'm done with this shower.

I think this provider has been going down hill for a long time.

Good luck everyone.

You're going to need it.

[#15]

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@Alucidnation wrote:

I am looking to move to BT and was going to see if PN wanted to keep me.

I don't have time to hang around on the phone so i'm done with this shower.

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Probably quicker to ring the COTS team direct rather than via Chat/

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