topic Re: Service really appalling. in Plusnet Feedback

Service really appalling.

johnrobinson — Sun, 09 Mar 2014 01:58:58 GMT

I have been a custumer for over 10 years. Freenetname/Madasa fish/Plus net.
I have been off completely for 5 days. Phone finally back on spradically today tthen internet a few hours later No contact from PNet with several ticket messages open. No service engineers in sight etc, etc,
broadband down to 500 KBS which I can hardly afford anyway.
I was better off on dial up nearly.
Tried 4 times to get through to support tonight
waiting--
On the phone 18 minutes (gave up
On the phone 30 minutes (gave up
One the phone 16 minutes(Gave u
On the phone 20 minutes(gave up
Is this really the way to run a business ?
I am notan IT geek so dont know all the funny words etc but all I know is this service is rubbish.
JophnR

Re: Service really appalling.

johnrobinson — Sun, 09 Mar 2014 03:51:58 GMT

Have to sayFinally got on to a rep at3;45 am and he sorted it veryqwuickly. Thanks - cant remeber his name But it does work some times.back up to speed no problem.
Thanks who ever
JohnR

Re: Service really appalling.

picbits — Sun, 09 Mar 2014 10:49:15 GMT

Glad you got it sorted but out of curiosity, why give up on the queue after 18 minutes etc ? You may have found you were only a couple of minutes from your call being answered.

Re: Service really appalling.

johnrobinson — Sun, 09 Mar 2014 14:38:43 GMT

I gave up because I had been told it could be an hour and also I had things to do.!
Cheers
JR

Re: Service really appalling.

picbits — Sun, 09 Mar 2014 15:35:37 GMT

Ahh right - it's always worth having a quick check on here before calling to see how long it may take for you to get through :
http://www.plus.net/supportpages.html?a=212&helpheader=rhmcallstats
Or call at 3:45am as you did and get through nice and quickly

Re: Service really appalling.

LinnPlusnet — Mon, 10 Mar 2014 09:03:24 GMT

Hi johnrobinson,
I'm sorry to hear of the wait times you experienced. We are aware that the wait times are not where we would like them to be and we are working on lowering them.
I'm glad you managed to get through to us in the end and that your issue was resolved!

Re: Service really appalling.

gc66 — Wed, 12 Mar 2014 20:23:03 GMT

Online Support queue - 56Hours

Re: Service really appalling.

Strat — Wed, 12 Mar 2014 20:25:33 GMT

Don't know where that came from
Residential call stats
Current calls waiting 18.30

Re: Service really appalling.

gc66 — Wed, 12 Mar 2014 20:27:28 GMT

and the link in the thread, average call answer time for today 16mins!!!!, longest 37mins!!! This has got to be one of the worst I've heard of

Re: Service really appalling.

gc66 — Wed, 12 Mar 2014 20:32:08 GMT

Strat, this is online call logging, I raised a call yesterday and read the response time as 56mins, after not getting anything today, raised a test call, response time quoted 46Hours, so presume that was 56 hours not mins, as 24 hours later heard nothing. I work in IT, this is not system down so a wait it acceptable, but 56 hours?

Re: Service really appalling.

Oldjim — Wed, 12 Mar 2014 20:36:25 GMT

So are you talking about tickets not phone calls

Re: Service really appalling.

picbits — Wed, 12 Mar 2014 21:29:27 GMT

As above, I suspect you're getting ticket response times confused with support telephone waiting times.
Also - don't try and bump a ticket by adding extra information to it otherwise it will go back to the back of the queue.