Trying to contact Plusnet

[Road_Hog]

Is it me? This is the second time I have tried to contact PlusNet and find
it very difficult to just click on a contact email link and then send them
an email.

The whole system seems to be geared up to having to jump through hoops to
talk to them, I'm used to seeing a "contact us link" and hitting that to
send an email for whatever purpose. With ClaraNet and FreeUK (on dialup) it
was easy.

At this stage, I would say that I'm asking for help and not smart arse
replies, it is probably simple to some, but as a customer who can't be an
expert in every field it seems difficult, a bit like the banks that keep
offering you number options on the phone rather than putting you through to
a customer service advisor.

Incidently I'm only trying to upgrade from 512K to a 2MB account, I managed
to get through to them asking for a regrade price to which I got a reply but
having replied to that to say yes I was told that it was an automated
response and to go back through the portal.

Any recommendations on 2MB easy to contact broadband suppliers would be
appreciated. I'm on a monthly account so it will be easy to swap.

TIA

Alastair Smith

Also newsgroups seem incredibly slow to update on PlusNet

[Road_Hog]

[Gareth :-) voom]

"Road_Hog" <NoS...@NoSpam.com> wrote in message:

Hi I have not upgraded via Plusnet so I may not be right but if you log in
to your account and click on Connection Settings and then Upgrade Account,
you are given the different speed options and prices.

[Steven Campbell]

"Road_Hog" <NoS...@NoSpam.com> wrote in message

news:LX0zc.14892$NK4.2...@stones.force9.net...

> Is it me? This is the second time I have tried to contact PlusNet and find
> it very difficult to just click on a contact email link and then send them
> an email.

It is confusing. I had the same problem the other day. I just kept going
round in circles.
If you have already contacted them then you might have a ticket open. Just
click on contact us and see if there is a ticket that requires some action.

If not follow the wizard.

Contact us > New Query > Account changes > Upgrade my account > My Account
cannot be upgraded > Other account.

This will take you to their on-line email form.

Steven.

[PlusNet Support Team]

In article <rY0zc.14893$NK4.2...@stones.force9.net>,
NoS...@NoSpam.com says...

> Incidently I'm only trying to upgrade from 512K to a 2MB account, I managed
> to get through to them asking for a regrade price to which I got a reply but
> having replied to that to say yes I was told that it was an automated
> response and to go back through the portal.

It sounds like you are using the contact sales tool - which is only for
new customers. If you already have an account then you need to go to
http://contactus.plus.net and raise your query through there.

We do not have e-mail support because it is unmanageable and inflexible
compared to the contact us sysytem - and the questions are there so that
your query goes direct to the correct department rather than being
delayed as it is moved around manually.

Regards,
--
| Josh Berry.....................Unmetered & ADSL solutions
| Technical Support...................for Home & Business
| PlusNet Technologies Ltd............@ http://www.plus.net
+ ---- My Referrals - It pays to recommend PlusNet ---+

[Road_Hog]

 

"PlusNet Support Team" <jbe...@plus.net> wrote in message news:MPG.1b37b1f8a...@usenet.plus.net...

> In article <rY0zc.14893$NK4.2...@stones.force9.net>,
> NoS...@NoSpam.com

says...
>

> It sounds like you are using the contact sales tool - which is only for
> new customers. If you already have an account then you need to go to
>

http://contactus.plus.net and raise your query through there.

>
> We do not have e-mail support because it is unmanageable and inflexible
> compared to the contact us sysytem - and the questions are there so that
> your query goes direct to the correct department rather than being
> delayed as it is moved around manually.

Well email works for me, it took seven screens to get a box where I could type my question, after having picked my 2MB pay monthly account by going through the hoops I was confonted with;

 

"In the box below, please provide precise details of which account you want to upgrade to, including any required changes to payment method or frequency."

 

So you take the long winded process op picking all the options just to get a screen where you can type in which account you want.

 

Also price quoted on website is "one off activation fee £70.50"

 

Price in email to me is;

 

"We are pleased to be able to inform you that a member of our Customer Support
Centre has now returned ticket number [ 12104348 ] to yourself.

The following comment was added to the ticket
Dear Customer,

The regrade cost from your current account to the 2MB premier option will be £52.88."

 

But you can't reply to this message ans say "yes plaese I'd like to upgrade" because it won't let you. If you try to you get;

 

"Thank you for your Support enquiry. Please note that this is an automated response, as our Support team does not monitor this email address. To contact a member of our team directly, please use 'Contact Us' at the PlusNet Portal website - http://portal.plus.net/contactus.html ."

 

 

 

 

[Road_Hog]

"Steven Campbell" <news...@pthreeasa.co.uk> quite correctly wrote in
message news:2j5955F...@uni-berlin.de...

> "Road_Hog" <NoS...@NoSpam.com> wrote in message
> news:LX0zc.14892$NK4.2...@stones.force9.net...
> > Is it me? This is the second time I have tried to contact PlusNet and
find
> > it very difficult to just click on a contact email link and then send
them
> > an email.
>
> It is confusing. I had the same problem the other day. I just kept going
> round in circles.

I know the feeling, going round in circles.

> If you have already contacted them then you might have a ticket open. Just
> click on contact us and see if there is a ticket that requires some
action.

Yes, I have now found that, why I couldn't just hit reply to their email, I
don't know. Imagine if customers adopted the same system where they couldn't
send emails direct.

> If not follow the wizard.

The Wizard of Oz down the never ending Yellow Brick Road I feel.

[PlusNet Support Team]

In article <Xzlzc.15251$NK4.2...@stones.force9.net>,
NoS...@NoSpam.com says...

> I know the feeling, going round in circles.

Hi there,

I had a meeting with the content team a couple of days ago about this on
the best way to make the whole process clearer. The crux is the full
automation of the upgrade process (i.e. no human internention) - which
will stop the 'circular' approach that a lot of people are seeing at the
moment.