topic Re: What went wrong? in Plusnet Feedback

What went wrong?

fadeaway — Tue, 02 Oct 2012 11:36:37 GMT

Back when plusnet was smaller, I was impressed by the fast call queues.
I just called up for the first time in a couple of years and was greeted by a 25 minute wait.
No thanks.

Sky are offering me free broadband for 6 months, £80 cashback and £25 M&S vouchers.
Plusnet are offering a year's half price broadband to new customers but not existing customers. Wtf? Is this how you treat existing customers? Shocking. If when I do actually get through to talk to someone they can't offer me something decent in order to stay... I'll be off.

Re: What went wrong?

chrispurvey — Tue, 02 Oct 2012 12:34:51 GMT

Hi fadeaway,
We always try and scheduled enough staff to cope with call demands, as there are always peaks and troughs it is not always possible to predict high spikes in calls.
You can view our current call wait times at http://csc.plus.net
Across business' now they tend to offer sign up deals for customers, that is the way it appears to be at the moment. We always try and give the best value we can to our existing customers,
I would certainly suggest speaking with our customer options team to see how they can help you.
If you have any issues at all while trying to do this please let me know.
Chris

Re: What went wrong?

fadeaway — Wed, 03 Oct 2012 09:49:19 GMT

I've been keeping an eye on that webpage last night and this morning... haven't see it dip below 15 min 'Longest call waiting now' yet so haven't bothered...

Re: What went wrong?

chrispurvey — Wed, 03 Oct 2012 10:38:57 GMT

It was quite a busy morning, If you could I'd suggest trying after lunch(2 ish).
Again it will be best to check the link I provided before you call. It's been a very very busy couple of days.

Re: What went wrong?

fadeaway — Thu, 04 Oct 2012 11:32:44 GMT

How it your average call wait 6 minutes? I've been checking that webpage for days now and it always says 15-20 mins longest wait.

Re: What went wrong?

James — Thu, 04 Oct 2012 11:34:23 GMT

Because some calls are routed through to different departments who on average have a shorter waiting time.

Re: What went wrong?

fadeaway — Fri, 05 Oct 2012 13:03:23 GMT

Hmm 25 minutes. Would it be quicker to write a letter than to wait for a decent queue time?

Re: What went wrong?

Anotherone — Mon, 08 Oct 2012 03:47:21 GMT

Try ringing up at 2ish as suggested by chrispurvey, but make it 2 a.m. there's normally no queue at all then

Re: What went wrong?

Mayfly — Mon, 08 Oct 2012 07:26:54 GMT

I thought the graph on the support stats was a rolling one, but I may be mistaken as it hasn't changed for days.
In general you need to ring before 08.00 or after 22.00

Re: What went wrong?

fadeaway — Mon, 12 May 2014 19:25:35 GMT

I originally posted this a year and a half ago. I actually gave up trying to get through on the phone in the end, and I even stayed on the same plan from ~4 years ago and paid something silly like £12 a month instead of the £3 or so you charge new customers. What a sucker!
Recently my internet has been rubbish though, the speeds are sluggish and my ping in a lot of games is poor.
So I decided I would try to phone up and ask for some sort of new customer deal or think about leaving.
I've tried to call numerous times, and gave up each time after a 20+ minute wait
When I first signed up you were a relatively small company (I think I had an account at another address before this one) and the customer service was excellent, I even recommended you to others and have referrals on my account for it. I had hoped my original thread title some time ago would have been fixed by now, but it appears not.

Re: What went wrong?

v70ben — Mon, 12 May 2014 23:14:20 GMT

I've found on a number of occasions previously (like tonight again) that the automated voice says "We are experiencing high call demand" and that wait times are 30 minutes...
Lo and behold - in less than 3 or 4 minutes the phone gets answered.
It's my personal opinion that it's a great way to make customers use the online tools rather than the call centres

Re: What went wrong?

LinnPlusnet — Tue, 13 May 2014 09:55:57 GMT

Hi fadeaway,
Sorry to hear you're having issues with your broadband speeds. Can you run the BTW speed tester please? - http://speedtest.btwholesale.com/
Are you experiencing slow speeds isolated to when you're playing games or is it noticeable during general use as well?
Can I ask what games you were playing when you noticed the speed drop?

Re: What went wrong?

fadeaway — Tue, 13 May 2014 22:09:42 GMT

Linn,
I have posted some details here : http://community.plus.net/forum/index.php/topic,126608.0.html
as it seems similar to the problem the other user is having.
Hoping to get this resolved. Thanks.

Re: What went wrong?

chrispurvey — Wed, 14 May 2014 08:15:02 GMT

@fadeaway
I've popped a reply on there for you.

Re: What went wrong?

fadeaway — Tue, 27 May 2014 22:20:22 GMT

2 weeks with no response. Did you do any tests on my line to see if everything is normal or?..

Re: What went wrong?

chrispurvey — Wed, 28 May 2014 08:25:03 GMT

I can't see any obvious issues with your line, the modify order I placed hadn't uncapped your upload for some reason, so I've placed another order to do this which will complete tomorrow for you.
Let me now if makes any improvement to your gaming.

Re: What went wrong?

newagetraveller — Wed, 28 May 2014 13:48:04 GMT

"I can't see any obvious issues with your line"
Must be a bit like my line then? A line on which my speed has gradually reduced since 17th May, in spite of being connected to the test socket, and there are no apparent faults.

Re: What went wrong?

fadeaway — Wed, 28 May 2014 15:40:10 GMT

I don't think it's my wireless network because I have been using Steam-Streaming to stream 1080p games from my desktop powerhouse to my laptop wirelessly in real time. Since I have had the router plugged into both the lounge socket and the test socket with similar ping issues (it's not just LoL, internet/youtube etc all slow down often) that only really leaves a problem with my line.

Re: What went wrong?

chrispurvey — Thu, 29 May 2014 08:46:09 GMT

@fadeaway
Your upload is now uncapped, can you please let us know if there's any difference to your gaming?
@newagetraveller
I can see your line has had disconnections recently, it would be worth continuing with our faults team investigating this.

Re: What went wrong?

fadeaway — Mon, 02 Jun 2014 21:53:35 GMT

I haven't had much lag lately. This could be because I set up QoS for the League of Legends ports though. I'll let you know how it goes. Cheers!