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uk.telecom.broadband (UK broadband) (uk.telecom.broadband) Discussion of broadband services, technology and equipment as provided in the UK. Discussions of specific services based on ADSL, cable modems or other broadband technology are also on-topic. Advertising is not allowed.

Trying to contact Plusnet



 
 
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  #1  
Old June 13th 04, 07:23 PM posted to uk.telecom.broadband
Road_Hog
external usenet poster
 
Posts: 25
Default Trying to contact Plusnet

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



  #2  
Old June 14th 04, 02:01 PM posted to uk.telecom.broadband
PlusNet Support Team
external usenet poster
 
Posts: 96
Default Trying to contact Plusnet

In article ,
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 [email protected] http://www.plus.net
+ ---- My Referrals - It pays to recommend PlusNet ---+
  #3  
Old June 14th 04, 06:43 PM posted to uk.telecom.broadband
Road_Hog
external usenet poster
 
Posts: 25
Default Trying to contact Plusnet


"PlusNet Support Team" wrote in message ...
In article ,
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 ."






 




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