topic Re: Is Anybody Answering the Phone today? in Plusnet Feedback

Is Anybody Answering the Phone today?

artmo — Fri, 10 Jan 2014 18:14:16 GMT

I have been trying to contact PN all afternoon. The first time I hung up after 15 minutes. I tried again and waited for 12 minutes without a reply. I am currently holding on the line again and it is 14 minutes this time. A recorded message each time says the wait is 30 minutes for a reply
I don't think this is acceptable service. Why is it taking so long to get a call answered?

Re: Is Anybody Answering the Phone today?

jelv — Fri, 10 Jan 2014 18:17:23 GMT

http://community.plus.net/forum/index.php/topic,122115.0.html

Re: Is Anybody Answering the Phone today?

IngeJones — Fri, 10 Jan 2014 18:33:32 GMT

It's probably not a good idea to keep hanging up half way to the 30 minutes cos you have to keep going to the back of the queue. I'd hold on for at least 40 or hang up immediately if you can't face the stated delay.

Re: Is Anybody Answering the Phone today?

artmo — Fri, 10 Jan 2014 18:46:16 GMT

I've sent an email to Andy Baker, PN's CEO.

Re: Is Anybody Answering the Phone today?

Mayfly — Fri, 10 Jan 2014 19:10:38 GMT

I rang today at 1.30 and it said the wait time was approx 15 mins it took 18 to answer but I just put it on speaker phone and carry on with what I'm doing.

Re: Is Anybody Answering the Phone today?

RichAllen — Fri, 10 Jan 2014 19:26:05 GMT

I rang up last week about fiber in S3, I was waiting about 20 minutes for them to answer (fortunately I'm a fan of cheesy 80s Pop)

Re: Is Anybody Answering the Phone today?

Strat — Fri, 10 Jan 2014 20:18:56 GMT

Maybe the Monday to Friday support level including DC should be extended through the weekend to clear the backlog.
/Coat

Re: Is Anybody Answering the Phone today?

artmo — Fri, 10 Jan 2014 20:37:32 GMT

Two more attempts. I rang off at 8.15pm after holding for 45 minutes. The recorded message said 30 minute wait.
I have just tried again. and the recording said 60 minutes - what's the point in waiting

Re: Is Anybody Answering the Phone today?

dvorak — Fri, 10 Jan 2014 20:44:29 GMT

My line's free if you fancy a chat

Re: Is Anybody Answering the Phone today?

IngeJones — Fri, 10 Jan 2014 20:47:31 GMT

We could all just phone each other and advise random things like resetting the modem, and reinstalling Windows.

Re: Is Anybody Answering the Phone today?

AndyH — Fri, 10 Jan 2014 21:24:05 GMT

Why don't PN have some kind of online interactive support where you can live chat with someone?
Most staff could multi task two or three people at once and it would save a lot of time.

Re: Is Anybody Answering the Phone today?

jelv — Fri, 10 Jan 2014 21:39:19 GMT

You mean something like twitter? What a good idea!

Re: Is Anybody Answering the Phone today?

Alex — Fri, 10 Jan 2014 22:28:50 GMT

I see what you mean Jelv, so their strategy is to get as much new business as possible and not plan how to actually deal with it. Meanwhile all the staff can do is apologise and say how much better things will be soon (to keep their jobs).
Glad senior management coordinated the opening of the Leeds call centre with their advertising campaign then.

Re: Is Anybody Answering the Phone today?

Mayfly — Sat, 11 Jan 2014 07:01:59 GMT

I actually like live chat and have found them very good and quick to use with other companies.

Re: Is Anybody Answering the Phone today?

amcclean — Sat, 11 Jan 2014 10:34:09 GMT

At present I dread having to CALL support because of the high waiting times. PN are in the process of opening a new call centre to tackle the issue. I don't know the time scale with which they hope to open it though. I think it would be a great idea for them to actively seek out more staff with detailed experience to work on the forums and on difficult faults. The guys on these forums do a great job if only there were more of them.
podman

Re: Is Anybody Answering the Phone today?

Anonymous — Sat, 11 Jan 2014 11:41:28 GMT

Quote from: podman
I think it would be a great idea for them to actively seek out more staff with detailed experience to work on the forums and on difficult faults. The guys on these forums do a great job if only there were more of them.

Yes I fully agree, but I would have them work two shifts (08:00 to 16:00, and 16:00 to 00:00) and the same at weekends.

Re: Is Anybody Answering the Phone today?

Petard — Sat, 11 Jan 2014 12:09:58 GMT

Or perhaps PN could introduce a facility to call us back. That would save hanging about on the phone.
Better still, if we could select the nature of the problem from a menu, perhaps it could be someone in the relevant department who calls back. Just a thought.

Re: Is Anybody Answering the Phone today?

artmo — Sat, 11 Jan 2014 12:59:15 GMT

Quote from: AndyH
Why don't PN have some kind of online interactive support where you can live chat with someone?
Most staff could multi task two or three people at once and it would save a lot of time.

If they're not answering the phones why would interactive support be any different?

Re: Is Anybody Answering the Phone today?

ianoffwell — Sat, 11 Jan 2014 18:15:31 GMT

Quote from: dvorak
My line's free if you fancy a chat

That's probably because you work in PN Business Customer area.PN wouldn't dare annoy them would they! I urge everyone to complain to OFCOM

Re: Is Anybody Answering the Phone today?

artmo — Sat, 11 Jan 2014 18:28:51 GMT

I sorted my problem out with help from elsewhere. Still not had the courtesy of a reply from Andy Baker. If I don't hear by next week I will write to Gavin Patterson CEO for BT Group and draw his attention to the poor service.