topic Re: anyone else iritated that support is currently so slow? in Plusnet Feedback

anyone else iritated that support is currently so slow?

dorothyfoster — Sat, 21 Sep 2013 18:04:49 GMT

i've spent well over a couple of hours over nearly a week trying to get an support to answer my call... and then that blasted ad about getting the support i deserve comes on the TV. it is driving me nuts!

Re: anyone else iritated that support is currently so slow?

dorothyfoster — Sat, 21 Sep 2013 18:22:05 GMT

I have been waiting on an answer for 45 minutes now tonight. My problem isn't resolved. I can't stay on the phone any longer... I have other things to do with my life - and by moving this into a feedback forum/site it 'hides' my question from other users... Npt a happy customer

Re: anyone else iritated that support is currently so slow?

Mayfly — Sat, 21 Sep 2013 18:28:57 GMT

I've never had a problem with PN but my last ISP never answered the phone in under 45 minutes so I used to put it on speaker phone and carry on doing with whatever I was doing.
I've never seen the lines so busy they a quoting a 38 minutes wait.
https://portal.plus.net/supportpages.html?a=212&helpheader=rhmcallstats

Re: anyone else iritated that support is currently so slow?

Oldjim — Sat, 21 Sep 2013 18:30:39 GMT

It doesn't hide it - it makes it much more obvious
You posted it in completely the wrong place - look at the description of that board
"Discuss anything about the Community Site and forums in here"

Re: anyone else iritated that support is currently so slow?

AltF4 — Sun, 22 Sep 2013 20:49:29 GMT

I am hoping this weekend is an exception rather than the future - but it is still frustrating
Spoke to Cust Services on Friday after Q of about 20mins ..spoke to a very pleasant chap
Issue unresolved so contacted Tech Supp [as advised by Cust Serv. ] on Sat. Qd 35mins spoke to a very pleasant chap
Issue unresolved tried Sunday Am - Qd 15 mins , had to drop off .
Tried later Q time announced on selecting option 3 as 20 mins [previously no indication of wait time - things must be bad!!! ] didnt Q
Later Q time announced as 1Hr ... so again didnt Q
Really hope this is a one off - previous calls have been picked up in a minute or so - will try tomorrow [monday] ... dear god I hope its not turning out to be another Tiscalli
....come renewal though its a day that will stick in the mind

Re: anyone else iritated that support is currently so slow?

AltF4 — Mon, 23 Sep 2013 00:56:44 GMT

update @#4
seems i have to wait for an order to be processed .... Tue/Wed latest
not a problem per se [if known] .....would have saved a lot of wasted time
[note > PN get your support scripts correct!]

Re: anyone else iritated that support is currently so slow?

orbrey — Mon, 23 Sep 2013 08:11:49 GMT

@dorothyfoster - sorry to hear that, unfortunately I can't see anything on your account about what the issue might be so if you're willing to post some details on here we'd be happy to look into it for you?
@AltF4 - Glad it's in hand, hope the increased upstream helps once the order's complete.

Re: anyone else iritated that support is currently so slow?

Laroc — Tue, 01 Oct 2013 07:38:28 GMT

Same problem trying to get through to the Customer Options Team.
They open at 0900, I rang at 0904 and received an announcement about "high call volumes and a wait"

Re: anyone else iritated that support is currently so slow?

Minusnet1 — Tue, 01 Oct 2013 09:28:52 GMT

Only answer is to move to another supplier.
So how does one get a MAC key ..
Ah ... phone the number given on the website ..
Just a minute the reason I want to leave is because no-one is dealing with my problem .. and my problem is that my phone is not working ...
Do I detect a loop?

Re: anyone else iritated that support is currently so slow?

picbits — Tue, 01 Oct 2013 10:04:20 GMT

You can also request your MAC by post here :
Plusnet, The Balance, 2 Pinfold Street, Sheffield S1 2GU