Help Assistant Guide

1. Where is it?

To get to the Help Assistant click HELP & SUPPORT (which you'll find at the top of every page on this website). Then click Help Assistant on the bar underneath (highlighted in the picture below).

Or you can get there directly by going to http://help.plus.net/ in your web browser.

2. How to raise a ticket

The first page of the Help Assistant looks like this:

As you can see, there are four categories:

• Customer Services & Billing
• Sales & Orders
• Technical Support
• My Broadband Connection

Each category contains a number of sub-sections. Click the one that best matches your query and keep doing this until you reach the Raise a Question screen.

I've been redirected to a Support page.

Sometimes you'll see links with a yellow arrow next to them (shown in the picture below).

If you choose one of these, a new window will pop-up and show you a support page that's relevant to the topic you're asking about.

• If the page you're shown helps you solve your query - great!
• If it doesn't, close the pop-up window to get back to the Help Assistant. You'll now be able to Ask a question or choose another section.

3. Enter your query

This is the final step. Before you enter your query, make sure you've read the information above the box - if there's any specific information we need then we'll ask for it here.

You can add an attachment, choose to receive text updates on your mobile and confirm which email address we use to keep you updated.

Click Send your question to the support team to raise a ticket on your account.

We'll email you (and text if you choose it) when our Support Team respond to your query.

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4. How to check your queries

To see the queries logged against your account (both open & closed) click HELP & SUPPORT (which you'll find at the top of every page on this website). Then click My Questions underneath (highlighted in the picture below).

You'll be shown all open queries (or questions) on your account. Click on a Question's topic to view the contents of that question.

You can look at Closed questions by changing the View dropdown box and pressing Go.

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5. How to respond to open tickets

From the My Questions screen, click on the topic of the ticket you want to respond to.

You'll see the contents of your ticket and two buttons at the bottom.

If we've not responded to your question yet, the buttons will look like this:

• REPLY TO THE SUPPORT TEAM

  This lets you add your response and then passes the ticket back to our Support Team.

• ADD A COMMENT FOR THE SUPPORT TEAM

  This lets you add further comments, the ticket will remain with our Support Team.

• CLOSE THIS QUESTION

  This will close the ticket and mark your query as resolved. Closed tickets won't be seen by our Support Team, so be sure that no further action is required from us before closing any ticket.

This page last updated 14th August 2009