Where did the option to email / open a ticket go?!
My bill arrived today, I've incorrectly been charged line rental, even though I purchased a new line rental saver about 6 weeks ago. Exactly the same as happened last year.
So I think - right, I'll open a ticket, they'll solve it no problem, just like last year, takes about a minute of my time so no big deal.
10 minutes going round in circles on the website and the only options I can find are 'chat' or 'phone'. Just opening a ticket or sending an email seems to be a thing of the past
So now I've been sat stuck in front of my PC for another 15 minutes waiting for a 'chat' person to be available, and a simple error on plusnet's part that should have been simple to resolve has taken 30 minutes upwards of my Saturday. Plus even though I'm logged in on plus.net's portal (and hence could have opened a ticket if the option hadn't been removed!) I'm asked to authenticate again. sigh.
I really have no idea why things have been changed to be like this, it seems like a good way to turn simple problems into very annoyed customers.
Yours,
plus.net customer of 13 years
So I think - right, I'll open a ticket, they'll solve it no problem, just like last year, takes about a minute of my time so no big deal.
10 minutes going round in circles on the website and the only options I can find are 'chat' or 'phone'. Just opening a ticket or sending an email seems to be a thing of the past
So now I've been sat stuck in front of my PC for another 15 minutes waiting for a 'chat' person to be available, and a simple error on plusnet's part that should have been simple to resolve has taken 30 minutes upwards of my Saturday. Plus even though I'm logged in on plus.net's portal (and hence could have opened a ticket if the option hadn't been removed!) I'm asked to authenticate again. sigh.
I really have no idea why things have been changed to be like this, it seems like a good way to turn simple problems into very annoyed customers.
Yours,
plus.net customer of 13 years
yup PN have shot themselves in the foot AGAIN 
Quote from: JosephH So I've just finished submitting a complaint to the Advertising Standards Agency on the grounds the advert is misleading.
Well done you
Quote from: JosephH the only options I can find are 'chat' or 'phone'. Just opening a ticket or sending an email seems to be a thing of the past
It is a recent customer service improvement by PlusNet. Even long phone delays for business customers who pay higher fees.