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Broadband Fault checker maintenance – 18th November 00:00 - 17:00

2017-11-17 20:12:26

When's this work happening?
Tomorrow, from Midnight onwards.

What does it affect?
Broadband Fault Checker.

How long will it take?
Approximately 17 hours.

What does the work involve?
Some essential maintenance is being carried out on the back-end systems used by our Broadband Fault Checker.

Am I likely to notice the work?
You won't be able to access our Broadband Fault Checker for the duration of the maintenance window and holding pages will be in place.

Is there anything else I need to know?
No.

Kind regards,
Customer Support

Mail Collection Issues - Resolved

2017-11-17 09:11:41

Morning

The issue some customers were experiencing yesterday with regard to picking up mail with a client, have now been fixed.

We're really sorry for any inconvenience this caused.

Thanks

Louisa

Planned Website Maintenance - 16th Nov 11pm - 17th Nov 7am

2017-11-16 10:31:05

When's this work happening?
16th November from 11pm through to 7am on the 17th of November.

What does it affect?
Access to our website.

How long will it take?
Approximately 8hours.

What does the work involve?
Some essential maintenance is being carried out on the back-end systems our website relies on.

Am I likely to notice the work?
Yes, access to our website will be unavailable for a period of time during the maintenance window and holding pages will be in place.

Is there anything else I need to know?
No.

Kind regards,
Customer Support

Mail Collection Issues

2017-11-16 10:13:28

Morning

We know some customers are having problems when they're trying to use a client to pick up their mail i.e. Outlook or Thunderbird.

Our team are investigating this as a matter of urgency and we’ll keep you updated.

Sorry for the inconvenience

Louisa

Planned Website Maintenance - 8th Nov 10pm - 9th Nov 12am

2017-11-08 13:47:42

When's this work happening?
8th November from 10pm through to 12am in the morning.

What does it affect?
Access to our website.

How long will it take?
Approximately 2 hours.

What does the work involve?
Some essential maintenance is being carried out on the back-end systems our website relies on.

Am I likely to notice the work?
Yes, access to our website will be unavailable for a period of time during the maintenance window and holding pages will be in place.

Is there anything else I need to know?
No.

Kind regards,
Customer Support

Planned Website Maintenance - 2nd/3rd Nov 11pm-5am

2017-11-02 12:54:23

When's this work happening?
Tonight, 2nd November from 11pm through to 5am tomorrow morning.

What does it affect?
Access to our website.

How long will it take?
Approximately 6 hours.

What does the work involve?
Some essential maintenance is being carried out on the back-end systems our website relies on.

Am I likely to notice the work?
Yes, access to our website will be unavailable for a period of time during the maintenance window and holding pages will be in place.

Is there anything else I need to know?
No.

Kind regards,
Customer Support

Email Problems

2017-10-26 16:31:22

We’re pleased to let you know the issue with mail clients which you’ve been experiencing has now been fixed. Thanks for your patience.

Kind Regards,

Customer Support

Email Problems

2017-10-26 15:29:40

We know some customers are experiencing problems when trying to use a client to pick up their mail i.e. Outlook or Thunderbird.

Our team are investigating this as a matter of urgency and we’ll keep you updated.

Kind Regards,

Customer Support

Planned Website Maintenance - 25th Oct 12am-4am

2017-10-24 15:38:41

When's this work happening?
25th of October from 12am through to 4am .

What does it affect?
Access to our website.

How long will it take?
Approximately 4 hours.

What does the work involve?
Some essential maintenance is being carried out on the back-end systems our website relies on.

Am I likely to notice the work?
Yes, access to our website will be unavailable for a period of time during the maintenance window and holding pages will be in place.

Is there anything else I need to know?
No.

Kind regards,
Customer Support

Webmail issues

2017-09-29 12:51:09

Since February we have seen improved performance on our email platform due to the ongoing work we are carrying out and although we have seen these improvements, there are still patches of poor performance therefore, we cannot move this status to green.

We’re continuing to work on the platform to improve its stability and will keep you informed along the way.

Kind Regards,

Plusnet Support

Planned Website Maintenance - 27th/28th Sept 11pm-4am

2017-09-27 16:21:13

When's this work happening?
Tonight, 27th September from 11pm through to 4am tomorrow morning.

What does it affect?
Access to our website.

How long will it take?
Approximately 5 hours.

What does the work involve?
Some essential maintenance is being carried out on the back-end systems our website relies on.

Am I likely to notice the work?
Yes, access to our website will be unavailable for a period of time during the maintenance window and holding pages will be in place.

Is there anything else I need to know?
No.

Kind regards,
Customer Support

Webmail issues

2017-09-21 19:08:24

We have been working hard to fix this issue last night and today, and most of the issues, which affected a small number of customers, has now be resolved. We are continuing to work hard to make the webmail service quicker and will update further soon. Thank you for your patience.

Kind Regards,

Plusnet Support

Webmail issues

2017-09-21 11:03:07

We're currently aware of an issue affecting a small number of customers where they are experiencing issues accessing or viewing emails via our Webmail service at webmail.plus.net

Our engineers are investigating and we'll provide an update as we can.

Kind Regards,

Plusnet Support

Live Chat – opening hours - UPDATE

2017-09-15 17:20:23

This an an update to the previous posts regarding the availability of our live chat support service.

We're continuing to monitor the chats coming in alongside the impact on our call wait times, with this in mind chat will be open at the following times over next week:

Monday to Friday 7:30am - 10pm
Saturday and Sunday- 10am - 4pm

Please note that we do also offer support via the Facebook, @plusnethelp on Twitter and our Community forums at http://community.plus.net

For customers who struggle to use the phone, we have Next Generation Text Relay services available – please visit https://www.plus.net/help/legal/support-for-customers-with-disabilities/ for more information.

Kind Regards,

Plusnet Support

Live Chat – opening hours - UPDATE

2017-09-12 14:27:46

This an an update to the previous posts regarding the availability of our live chat support service.

We're continuing to monitor the chats coming in alongside the impact on our call wait times, with this in mind chat will be open at the following times over the remainder of this week:

Wednesday-Friday: 7:30am - 10:00pm

We'll review this over the weekend and provide a further update next week.

Please note that we do also offer support via the Facebook, @plusnethelp on Twitter and our Community forums at community.plus.net

For customers who struggle to use the phone, we have Next Generation Text Relay services available – please visit https://www.plus.net/help/legal/support-for-customers-with-disabilities/ for more information.

Kind Regards,

Plusnet Support

Live Chat – reduced opening hours - UPDATE

2017-09-11 09:10:20

This an an update to the previous posts regarding the availability of our live chat support service.

We're continuing to monitor the chats coming in alongside the impact on our call wait times, with this in mind chat will be open at the following times over the next 2 days:

Monday and Tuesday: 10am-7pm

We'll review this mid-week and post a further update then.

Please note that we do also offer support via the Facebook, @plusnethelp on Twitter and our Community forums at community.plus.net

For customers who struggle to use the phone, we have Next Generation Text Relay services available – please visit https://www.plus.net/help/legal/support-for-customers-with-disabilities/ for more information.

Kind Regards,

Plusnet Support

Broadband Fault checker maintenance – 9th September – 10th September 22:00 – 04:00

2017-09-08 16:27:31

When's this work happening?
Saturday evening into early Sunday morning.

What does it affect?
Broadband Fault Checker.

How long will it take?
Approximately 30 hours.

What does the work involve?
Some essential maintenance is being carried out on the back-end systems used by our Broadband Fault Checker.

Am I likely to notice the work?
You won't be able to access our Broadband Fault Checker for the duration of the maintenance window and holding pages will be in place.

Is there anything else I need to know?
No.

Kind regards,
Customer Support

Live Chat – reduced opening hours - UPDATE

2017-09-01 11:50:07

Since the Bank Holiday we've been reintroducing live chat for periods of the day, to help us understand the impact on call wait times, as well as our ability to handle the number of chats coming in too.

With this in mind we've taken the decision to operate chat over the following times next week:

Mon - Tue: 12:00 - 16:00
Wed - Fri: 11:00 - 17:00

Please note that we do also offer support via the Facebook, @plusnethelp on Twitter and our Community forums at community.plus.net

For customers who struggle to use the phone, we have Next Generation Text Relay services available – please visit https://www.plus.net/help/legal/support-for-customers-with-disabilities/ for more information.

Kind Regards,

Plusnet Support

Live Chat – reduced opening hours

2017-08-29 17:34:22

As you’ll be aware, our Live Chat facility has been unavailable for a number of days. We’re really pleased to confirm we’ll be switching this back on but for reduced opening hours. Chat will be available 12-4 Wed/Thu/Fri this week but with no availability on weekends. We’ll be reviewing performance to make a decision on Thursday and will communicate that decision later this week.


We apologise for the continued degraded service and assure you we’re working incredibly hard to get this back up & running ASAP.


For customers who struggle to use the phone, we have Next Generation Text Relay services available – please visit https://www.plus.net/help/legal/support-for-customers-with-disabilities/ for more information.

Kind Regards,

Plusnet Support

Planned Website Maintenance - 21st August 00.01 - 02:00

2017-08-20 18:10:19

When's this work happening?
21st August, 00:01

What does it affect?
Access to our website.

How long will it take?
Approximately 2 hours.

What does the work involve?
Some essential maintenance is being carried out on the back-end systems our website relies on.

Am I likely to notice the work?
Yes, access to our website will be unavailable for a period of time during the maintenance window and holding pages will be in place.

Is there anything else I need to know?
No.

Kind regards,
Customer Support

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