using the online support is like pulling teeth

as the title says........i won`t swear but ive screamed a few times, whilst i do admit its miles better than aol supportl its still frustrating when you ask a simple question and 3 days later you havn`t got a proper answer, just as you think youre getting somewhere then one of the replies goes off on a tangent thats so far off the mark you have to explain yourself again and start the cycle again....argh.....

I just ring them up as the on line support is difficult to use when logging calls. It needs to be made alot clearer to use and also the tests you have to go through which make sense stop if it says your exchange is red. This makes alot of assumptions about what your fault is in that case

I would create a single on line support page which clearly lets you ask questions relating to faults and make the tests run even if your exchange is red.

When you ring them up they are very helpfull and friendly. Once you get an on line fault raised they are also very helpfull and friendly.

Hi there,

If you have a ticket number I'd be happy to look into this for you, and address any issues with the agents involved.

This is a tricky one;

On the positive side I find Plusnet's technical documentation for self help extremely informative and covers almost everything you could wish to know, but the flip side of that was trying to log a call relating to speed and service drop-outs was like going through hoops only to give up in frustration having hit the BT test section where it becomes almost impossible to acknowledge any fault. Also the time to resolve a ticket was very slow depending on how overloaded their helpdesk was at the time.

I am not sure if this section is a BT ploy or a Plusnet side effect but at the end of the day the problem continues, but I have my suspensions that maybe BT are making it difficult for Plusnet & other ISPs so ordinary users might migrate to BT's own brands thinking that this will improve reliability.

Any thoughts from the experts please?

Cheers.