Customer Service - Help & Support

This page shows the Top 20 most helpful Support Pages as rated by our customers, using our 'smiley face' feedback system. We hope this page helps you find the information you need too. Making practical information available online is what we're about - we try to provide everything you need to set up and use our services, right here on the website.

Most Highly-Rated Pages

No.	Page	What it's about
1	Outlook Express Email Setup Guide	Step-by-step guide to setting up Microsoft Outlook Express email, with screenshots.
2	Outlook Email Setup Guide	Step-by-step guide to setting up Microsoft Outlook email, with screenshots.
3	Expected Speeds	Find out what speeds you can expect with your broadband service.
4	Home Phone General Guide	General information on our Home Phone service.
5	Broadband Usage Graphs	Graphs showing the amount of traffic on our network.
6	Xbox 360 Connection Guide	How to set up your XBox 360 for online gaming. Check out of Gaming Discussion Forum.
7	Switching to PlusNet FAQ	Information on how to transfer a broadband service over to PlusNet.
8	Get Ready for High-speed Broadband	Things to be aware of when getting 'up to 8Mb' broadband. Explains why speed can be a bit bumpy at first.
9	PlayStation 3 Connection Guide	How to set up your Playstation 3 for online gaming. Check out of Gaming Discussion Forum.
10	Broadband Connection Settings	This guide shows a summary of connection settings.
11	Guide To Fitting Microfilters	Essential info for every broadband user! Read this if you've ever had problems with your speed or connection. Lots of people tell us that they wish they had read this before installation their broadband equipment.
12	The PlusNet Broadband 'Blueprint'	How we design and supply our broadband products.
13	Intermittent Connection Faults	Information on how to deal with Internet connection problems that are intermittent.
14	Running A Ping or Tracert to Diagnose Problems [Video Help]	Video guide. Find out how you can help resolve problems with your Internet connection.
15	Information about unsuccessful payments	What to do if we've been unable to take a payment for your subscription.
16	Hardware Delivery	Ordered hardware from us? This guide explains how it's delivered.
17	Domain Administration - Manage DNS Records	Find out how to manage your domains using our Domain Control System.
18	Thunderbird Setup Guide	Step-by-step guide to setting up Thunderbird for email, with screenshots.
19	BT1800HG Intelligent Gateway - Setup Guide	Find out how to set up the BT1800HG router.
20	Voyager 2091 Wireless Router - Changing Username and Password	Information on how to update your username and/or password if using a BT Voyager 2091 router.

Of course it wouldn't be right for us to not show the pages you don't like, so we've published the 10 most unpopular pages below. We're always trying to make our pages better and we welcome your feedback to help us to do that.

Please do remember that if you have a problem that our support pages can't help you with, you should use the Help Assistant to contact our support staff. We are sorry, but we can't reply directly for requests for help via the Smiley face feedback ratings on our Support pages.

Please do note that the primary purpose of the Help Assistant is to take you to the right place for your enquiry; you should first choose the category in which you are having a problem. If you can't find the answer there, you can then ask a Question to the support team for that area.

Most Poorly-Rated Pages

No.	Page	What it's about
1	Reporting spam emails and false positives	We have had reports of problems submitting emails to our training system. These have been resolved.
2	My Referrals - How to make referrals	Unfortunately the negative comments for this page do not provide any specific reasons as to why it was not helpful.
3	Uploading Files Using FTP	Comments relating to this page are mainly related to username and password problems.
4	Home Phone Troubleshooting Guide	Negative comments are due to the guide not helping people resolve their issues. Unfortunately problems cannot always be rectified without a fault being raised.
5	General Broadband Setup Guide	Most negative comments refer to a lack of specific information. This is available in our hardware setup guides. This guide is only intended to provide general information.
6	Home Phone Call Charges Guide	Customers are finding it difficult to find information on how much particular calls cost, such as to 0844 numbers. We are looking to improve the presentation of call tariff information.
7	Common Email Questions	Whilst we try to provide as much information as we can, we can't provide everything on one page. Most of the feedback we received about this page relates to information that is available on other pages. However, we're in the process of adding more useful links to each of our support pages so that you can find other related articles more easily.
8	Help Assistant Guide	Most negative feedback here relates to customers wanting to 'ask a Question' or 'raise a Ticket' directly. Please do note that the primary purpose of the Help Assistant is to take you to the right place for your enquiry; you should first choose the category in which you are having a problem. If you can't find the answer there, you can then ask a Question to the support team for that area.
9	Common Email Problems	Whilst we try to provide as much information as we can, we can't provide everything on one page. Much feedback here relates to information that is available on other pages. We are trying to improve our navigational shortcomings by introducing 'related links' into our Support Pages.
10	How to get in touch	We try hard to provide you with all the information you need to setup your broadband and email, to self-test and diagnose any problems you may experience along the way. Sometimes you need to speak to someone who can sort it out for you. We know that and we work hard to deliver excellence in customer service. Check out how our Call Centre is performing right now.

This page last updated 9th June 2008.

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Please note: We cannot reply to individual feedback through Rate My Page. If you need more help with a problem please use the Help Assistant. Other customers will be happy to help you with most issues at the Community Site Forum.

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