https://community.plus.net/t5/Plusnet-Feedback/Suggested-improvements/m-p/845520#M29124 <BLOCKQUOTE><TABLE><TBODY><TR><TD>Quote</TD></TR><TR><TD>Any member of PN who responds to tickets should be able to access customers accounts so queries like this can be dealt with by raising a ticket</TD></TR></TBODY></TABLE></BLOCKQUOTE><BR />Agreed, I would usually say that a reply to a ticket asking you to call is bad advice, however after reading the details on there I can see that it wasn't a bad idea as no router has originally been ordered from us. However personally I would have gone into more detail advising what any associated costs are to order a router etc so I will feed that back for you.<BR /><BLOCKQUOTE><TABLE><TBODY><TR><TD>Quote</TD></TR><TR><TD>That PN adopts a phone system that tells callers how many customers are waiting to get through to each department so you have some idea if it's worth waiting or calling back later.<BR /></TD></TR></TBODY></TABLE></BLOCKQUOTE><BR />It's something we're considering. We're also looking at making a number of other improvements to the IVR system (interactive voice recording). <BR /><BR />Thanks a lot for your feedback and suggestions and let me know if you need any more help.<BR /> Tue, 08 Nov 2011 15:32:46 GMT adamwalker 2011-11-08T15:32:46Z https://community.plus.net/t5/Plusnet-Feedback/Suggested-improvements/m-p/845519#M29123 Recently upgraded my package with Plusnet and raised a ticket regarding dispatch of a new router which they knew nothing about and advised me to contact 0800 43 20 200<BR />Go through after 10 minutes only to be told it was the wrong department and my call was transferred to the right department (following a further wait of 20 minutes) who confirmed a new router had been dispatched.<BR />I would therefore suggest the following,<BR />Any member of PN who responds to tickets should be able to access customers accounts so queries like this can be dealt with by raising a ticket.<BR />That PN adopts a phone system that tells callers how many customers are waiting to get through to each department so you have some idea if it's worth waiting or calling back later.<BR />I would also add that both of the people I spoke to at PN were very helpful and had an excellent telephone manner ! Tue, 08 Nov 2011 14:47:25 GMT https://community.plus.net/t5/Plusnet-Feedback/Suggested-improvements/m-p/845519#M29123 gleneagles 2011-11-08T14:47:25Z https://community.plus.net/t5/Plusnet-Feedback/Suggested-improvements/m-p/845520#M29124 <BLOCKQUOTE><TABLE><TBODY><TR><TD>Quote</TD></TR><TR><TD>Any member of PN who responds to tickets should be able to access customers accounts so queries like this can be dealt with by raising a ticket</TD></TR></TBODY></TABLE></BLOCKQUOTE><BR />Agreed, I would usually say that a reply to a ticket asking you to call is bad advice, however after reading the details on there I can see that it wasn't a bad idea as no router has originally been ordered from us. However personally I would have gone into more detail advising what any associated costs are to order a router etc so I will feed that back for you.<BR /><BLOCKQUOTE><TABLE><TBODY><TR><TD>Quote</TD></TR><TR><TD>That PN adopts a phone system that tells callers how many customers are waiting to get through to each department so you have some idea if it's worth waiting or calling back later.<BR /></TD></TR></TBODY></TABLE></BLOCKQUOTE><BR />It's something we're considering. We're also looking at making a number of other improvements to the IVR system (interactive voice recording). <BR /><BR />Thanks a lot for your feedback and suggestions and let me know if you need any more help.<BR /> Tue, 08 Nov 2011 15:32:46 GMT https://community.plus.net/t5/Plusnet-Feedback/Suggested-improvements/m-p/845520#M29124 adamwalker 2011-11-08T15:32:46Z