Plusnet support contact email address

[#1]

Really, you seem intent on denying simple customer service. The simplest method is by email. Many people choose not to use social media for good reason.

Please tell me who, within your organisation, is responsible for the policy of refusing to give email customer support?

[#2]

Hi @nigeldodd

I think the current mindset is that our social media platform and Live Chat facilities already provide a non-telephony support route which would only be duplicated by an email contact. Additionally, our social media platform and live chat allows queries to progress in a two-way fashion that email doesn't always provide.

I do see your point though and appreciate you taking the time to provide your thoughts - I'll ensure they are passed across.

Best wishes

Dave

[#3]

"I think the current mindset is ..."

You may think that, Dave,  which I respect, but social media is not the same as email and requires people to engage with social media which is an unreasonable demand by Plusnet to get simple support without the disadvantages of time wasting on the phone with additional lack of a proper record.

A refusal by a company to provide simple email support will be a contributory reason for people to cease to be customers.

[#4]

Email remains an inappropriate and impractical way of interacting. That said the much discussed ticketing system totally fits the requirements but is not seen as sufficiently hip to resurrect it as a means of customer non-immediate asynchronous communication ... unless the vehicle suits Plusnet as in the great many “I’ve raised a ticket with your answer” reponses too often posted around here.

[#5]

Email remains an inappropriate and impractical way of interacting. 

Yes, that and the fact your email box would be full within five minutes and you couldn't keep up with inquiries!

[#6]

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@Townman wrote:
Email remains an inappropriate and impractical way of interacting.

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   My current provider, has an email "contact us" system...

which I used quite often before the changeover/sign up to them.. ( and during the "settling in period" after signup. ) . they responded to my emails.. ( sometimes 3 or 4 a day replying back to them, etc) within a few minutes.. longest wait time was under an hour, but I could get  on doing other things during that time....

not having to have an ear glued to a phone for an hour, like with Plusnet...

On the subject of phones....over 10 years ago.. I campaigned for a better phone service to be implemented... and each time the answer was "give us time..... and we`ll get there"...  - note.. -  still waiting ? ? ?  despite a new call centre and staff recruitment and employment there to alleviate the queues....  still waiting  ? ? ? 

Email remains an inappropriate and impractical way of interacting ? 

Who wrote your script  ? ?   

.....millions of people use the inappropriate and impractical way of interacting,

                        thousands of times, nay,

                                         millions of times, nay,....

                                                      billions of times a day... 

    Email is a very effective way of communicating, especially for deaf/hard of hearing/ speech impaired customers.... who cannot use a phone..

@Townman  how you can suggest to them that it is inappropriate, or impractical...

it beggars belief, and is of the mindset of someone who does not see hearing/speech defects, as a disability...

Plusnet Management are also guilty of the same.....

Should be ashamed to post such a statement

[#7]

@shutter 

Please do not put words (sentiments) in to my mouth - it is offensive.  Such was written over 12 months ago when other written channels were available.

In a different paradigm, such remains a valid assertion.  Email works outside of a formal CRM system, but so does twitface and this new forum.  I think you know well that I have a strong preference for a proper CRM integrated issues system such as the ticketing system.  I abhor recourse to twitface for obtaining support, preferring ideally a ticketing system, or a forum space conjoined to a user account as was the case with SMF.

However such is not seen as being fashionable by those who believe there should be a telephone app for every individual thing people want to do.

[#8]

If the cap fits.... wear it...  however, from the general "gist" of what you say, regarding twitface for getting support, I am totally in agreement with you...

What a pity, that... as a "SuperUser"  and prior to then... you did not support my campaign for a queueing system that was,  ( to quote a Plusnet Advertising "gimmick"), "Open and transparent"...  and "doing you proud"...... by letting you know that " you are number XXX (or whatever) in the queue".

What a pity, that .... as a" SuperUser".... you did not support me in my quest to maintain Live Chat... which is especially important for the disabled customers, previously mentioned, ... and ... of course.. useful to those who just want to get a quick answer to a question.

What a pity, that.... Plunet used to be a company that prided itself on good customer relations and customer service.....

What a pity, that.... it has gone downhill so fast, not knowing that the brakes have failed....

By the way.... I haven`t a clue what you are talking about re - CMR integrated issues system.... another silly way of trying to impress, by using unintelligible language in an explanation.

[#9]

@shutter 

I have to jump in and support @Townman  both as a fellow superuser and in my own right.

You support your own agenda items well and vociferously, but have become offensive to those who do not unilaterally agree with your points.

The SU's have supported many of your opinions on support issues - not necessarily in the public forum, but in direct contact with Plusnet management!  Unfortunately we do not always win the debate, but neither have we backed away from re-raising the various issues from time to time

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@shutter wrote:

By the way.... I haven`t a clue what you are talking about re - CMR integrated issues system.... another silly way of trying to impress, by using unintelligible language in an explanation.

This explains a lot!  Both @Townman  and myself have spent many active years on both sides of the IT support fence and do understand the problems and opportunities involved in delivering effective systems support.  But!  Without the investment support support from Plusnet --?

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[#10]

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@shutter wrote:

By the way.... I haven`t a clue what you are talking about re - CMR integrated issues system.... another silly way of trying to impress, by using unintelligible language in an explanation.

This explains a lot!  Both @Townman  and myself have spent many active years on both sides of the IT support fence and do understand the problems and opportunities involved in delivering effective systems support.  But!  Without the investment support support from Plusnet --?

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[#11]

I am killing myself laughing at you two.
1. Abbreviations are not useful to mortals. Su. Cmr and the rest. How about allowing others to understand what you are trying to say.
2 plusnet have the most rubbish customer care. Run on the cheap. Run for profit only. They stop trying to help when problems become difficult. They purposely make reporting faults as slow and hard as they can. They just want customers to shut up but keep paying.
3. I found the best way to deal with them was to move internet service providers. I am now with a rural microwave broadband service. It is brilliant, small company, super fast, reliable, easily contactable and best of all cheaper than plus net.

Is a super user a badge given to you by plusnet? If so you are being taken for a mug. Having a good old row getting worked up because plusnet are rubbish and paying for the pleasure.

[#12]

@MauriceC  your comments are noted... what a pity, that you could not show support on the public forum,... which could well have added more "weight" to the Live Chat debate on the forum, and given you more weight in the back room discussions .

In no way do I wish to be classed "offensive" by standing up for myself, and others on this forum. 

I am disabled, due to my hearing defect... others are "visually" disabled to others... i.e.  you can see their disablement... yet those who are so disabled, get more consideration regarding their "status" as disabled, than those who do not have visible disabilities, that impact just as much, or in some cases, more so, on their ability to have the "normal" communication between supplier and customer". 

People in wheel chairs, or have walking disabilities, have been given "legal rights" of access, to shops and other places... certain regulations have been brought in to force, to make their lives easier, such as wider doorways.. ramps for access, where a step was normally in place.. wider toilet facilities.. hand rails, etc etc...

Being disabled, by deafness/speech impaired, does not come under those regulations, so is not a requirement by suppliers to "give the disabled person access" in the same way as "normal" people,     ( including those with walking difficulties) . We are just as disabled, but in a different way... why should we be excluded  ? ?  

If my posts offend... then there is something that needs to be done to alleviate the problems faced by deaf/speech impaired customers to give them the same access as the other customers, to customer service. ( and don`t go along he NGT route, as that is just not feasible, if you are in another minority..  i.e not a windows user...)  it is the same thing as telling me I have to have a facebook account, to access customer services, when Live Chat was perfectly adequate..  why should I be forced to have a windows machine, to be able use NGT.. because Plusnet does not support Linux users for NGT.

NGT is "clunky" to use... and could well come under the description you have for email contact.

As you may well be aware,... I have been paying Plusnet for the past 11 years or so... and generally my line and the service I HAD received when LIVE CHAT was open, has been good... 

   Fortunately, I have had very very few problems...

However.. getting rid of LIVE CHAT has forced me to find an alternative supplier, who WILL let me contact them through the keyboard on my laptop ( not a phone as the buttons are too small  and the screen is almost unreadable for the same reason) . 

During my pre sign up period, my current supplier was excellent in providing me with the email contact that I needed... and even offered me a "personal" mobile phone number to the named person on those emails, should I have difficulties.  ( not that I could actually hear them, but I could have  got my wife to speak for me.)

[#13]

Interested to know more about your new broadband provider. 

[#14]

shutter - Interested to know more about your current broadband supplier.

[#15]

@mandyderek 

A warm welcome to the forums.

"Abbreviations are not useful to mortals. Su. Cmr"

These are well known short-hands used around here, similar to the use of terminology in all walks of life.  Someone new to the UK might similarly ask what does NHS stand for...

"How about allowing others to understand what you are trying to say"

That comes across as blaming someone else for what one does not know.  Simply asking what do the terms mean, which are not understood, is far more friendly.  Repeatedly spelling out in full regularly used terms can be somewhat tedious.

SU - Superuser - a group of forum users who over the years been recognised for their contributions to the forum, helping users with technical issues and have some limited access to Plusnet specialists.  In the days of the old from, they were called "Bright Sparks" and were invited to be so by the customer moderators.

CRM - Customer Relationship* Management systems - (*sometimes called Records Management) any business system which holds all of the pertinent information detailing the service relationship between supplier and consumer.  In context, the ticketing system you might see referenced (now not used by users for raising issues) and the old forum system (SMF) were both very much tied to a user's service account.  Thereby any activity on the account could be seen and managed in wholistic manner.  See https://en.wikipedia.org/wiki/Customer_relationship_management

This forum, twitface and email systems do not readily integrate with CRM systems - especially ones which have been in use for a long time.  Therefore using them as a route to support can cause important information to become dispersed across several support environments.

As @MauriceC notes, he and I have spent many years in operational IT development / support and have experience of the consequences of information being held in diverse environments.

Email communication does not lend itself to being from a verifiable source, nor does twitface and this forum.  The old forum required signup via the user's account ID.  The Superusers have debated the desirability of the use of the ticket system repeatedly ... modern thinking deems it old fashioned and not the way users want to interact.  Social Media is seen as fashionable and de-rigueur, but that does not making it right.

[#16]

@STONEDG40   Just sent you a PM....