If you’ve been having trouble reaching a phone coach or trying to order NRT, or you’re seeing other members talk about these issues in the QuitNet feed, you’re not alone. Recently some of our members have faced some big challenges accessing these services. We sympathize, and our hope is that by talking about how QuitNet works behind the scenes, it will explain some of what you may be experiencing.
It helps to know that there are a few different ways people come to QuitNet. Some people find us on the web or in the app store and jump right in. We also have some folks who come to QuitNet because their company purchased the service for them. Some companies just purchase access to QuitNet. Some companies also purchase access to digital QuitNet coaches. And some companies pay an extra fee so they can offer their members access to phone coaches and/or free nicotine replacement therapy.
Some employers buy the QuitNet offering for their employees and then charge an extra fee to any smoker who doesn’t enroll in QuitNet and speak to a phone coach a specific number of times. If you’ve seen posts from members who seem frustrated about feeling forced to join the site, this is the reason why.
Which brings us to our current issues. We had a big employer purchase QuitNet and require every smoker on their staff to participate in certain QuitNet requirements before December 1, 2016 in order to be eligible for an insurance surcharge removal. As a result, many people are quickly trying to “complete the program” in the next few days before they get charged a lot of money. This is causing a backlog of people trying to reach coaches, and is causing delays in the coaching system which is making people understandably frustrated.
When we on the QuitNet team see that anything is wrong, we always try to fix it as soon as we can. Please know that we are doing the same with this problem, but it is complicated by all the pieces that need to work together.
We’re sorry that this time has been so frustrating for the QuitNet community, and we’re doing what we can to make things better. We believe that the feed should get back to more quit-related questions and content shortly. We thank you for your understanding and patience as we navigate these issues.
Note: An earlier version of this blog post contained some details that have been edited for clarity.