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[#1]

Forum staff tend to access this space via Lithium Social Responder (LSR) which 'harvests' queries from here and twitface.  I can imagine that what we see as "logged in" users here is their LSR connections.  It has been reported that users are placing the same query through multiple channels and it is therefore very possible that if answered via twitface, their query on the forum might appear to have been ignored.

Superuser escalation

This topic has been escalated by one of the Superusers; please allow time for Plusnet to respond before commenting further.

Escalation does not imply progressing this matter will be given priority, nor that a different outcome will result.

Reason for escalation:  Request response

[#2]

@Townman I understand the 'LSR' angle. What I don't understand, however, is that only very occasionally do we see any of the Help Team on this forum, and up until very recently, the only response has been the 'cut'n'paste' 'report it via faults.plus.net'.

I have also noticed that a large number of topics I have offered help on seem to get no response from the OP, but I suppose that could be put down to laziness/ignorance on the posters behalf - personally, if I get a resolution via another channel, I try to close others.

[#3]

Thanks for your post @Minivanman 

I'm sorry to see you go and we've not automatically closed down your account on this occasion. I've manually put the cancellation through now backdating it to when your FTTP was ceased which means that within the next 20 days we'll automatically generate your final bill from then.

If we owe you any money we'll send the refund to your bank account if there's an active direct debit otherwise you'll receive a cheque. Similarly if you owe us money we'll send an email to let you know.

On a separate note,

@Marksfish wrote:
A lot of forum software allows it to report "ghost" members as being online to make it look busier than it is. It could be that the staff are showing as online when in fact they are not due to this setting.

As far as I'm aware that's not the case. We may be browsing the forums in our free time in-between our workflows. We're a small team (with aspirations to expand) that cover Facebook/Twitter and as much as of these forums as we can. 

[#4]

@Gandalf 

Cheers, fingers crossed. 😉