topic Re: Telephone support hours changing at Plusnet in Plusnet Feedback

Telephone support hours changing at Plusnet

alext05 — Wed, 24 Jun 2015 19:04:53 GMT

Just read this on ThinkBroadband. It says that "From 13th July 2015 our UK customer support lines will be open from 7.30am to 10pm every day."
http://www.thinkbroadband.com/news/7015-telephone-support-hours-changing-at-plusnet.html

Re: Telephone support hours changing at Plusnet

sjptd — Wed, 24 Jun 2015 19:22:24 GMT

https://www.plus.net/ dropdown on About Us still says 'Multi-award winning broadband provider with 24/7 UK based customer service.' and https://www.plus.net/home-broadband/satisfaction/ still claims 24/7.
They obviously believe it is an important part of what they offer, so they must believe it will be significantly detrimental to their customers if they stop providing it, and therefore a get out of contract free issue.
Of course, as long as they continue to provide 24/7 on old contracts (including rolling contracts) that would not apply.

Re: Telephone support hours changing at Plusnet

jab1 — Wed, 24 Jun 2015 19:37:35 GMT

TBB didn't supply a reference, this has not been advised on here - are we sure it is correct?

CRT like to comment?

Re: Telephone support hours changing at Plusnet

dvorak — Wed, 24 Jun 2015 19:39:19 GMT

but the quote on the TBB article does seem to have come straight from the PN marketing machine.
so I think we need to take it as truth

Re: Telephone support hours changing at Plusnet

Anotherone — Wed, 24 Jun 2015 19:52:13 GMT

Well as far as I'm concerned, that's a change to Terms and Conditions.

Re: Telephone support hours changing at Plusnet

SpendLessTime — Wed, 24 Jun 2015 19:56:57 GMT

First they came for the tickets, we did not stop them.
Then they came for the 40/20, and we did not stop them.
Now they have come for the 24 hours phone support, and we cannot stop them.
Next it will be the UK call centres as people costs are where the real savings are to be had.
Finally they came for the brand and it changed to TalkTalk!

Re: Telephone support hours changing at Plusnet

jab1 — Wed, 24 Jun 2015 19:57:12 GMT

Yup - does look like a PN style quote, but it would be nice if they advised customers first.
As an aside, with my weird sleeping pattern, I would be more likely to use them between 0100-0700, but as I'm not normal, suppose I'll have to live with it.

Re: Telephone support hours changing at Plusnet

jab1 — Wed, 24 Jun 2015 20:02:45 GMT

Quote from: georgelnx
First they came for the tickets, we did not stop them.
Then they came for the 40/20, and we did not stop them.
Now they have come for the 24 hours phone support, and we cannot stop them.
Next it will be the UK call centres as people costs are where the real savings are to be had.
Finally they came for the brand and it changed to TalkTalk!

Scarily, I referred to the TalkTalkism of PlusNet in an earlier thread (can't remember which atm), and got no response.

Re: Telephone support hours changing at Plusnet

Oldjim — Wed, 24 Jun 2015 20:04:45 GMT

Something is bit wrong
At present Business Support is Monday to Friday 9.00 - 17.00 and then the support is handled by the residential support team https://community.plus.net/forum/index.php/topic,140834.0.html so are they going to convert the Business Support to 24/7 which given the call waiting time for Business at present seems to be a problem in the making

Re: Telephone support hours changing at Plusnet

Anotherone — Wed, 24 Jun 2015 20:08:27 GMT

Perhaps the statement is in error and it's the business support line hours being extended. Press release possibly written by the same [censored] that recently re-wrote the Ts&Cs

Re: Telephone support hours changing at Plusnet

Oldjim — Wed, 24 Jun 2015 20:11:09 GMT

God - you are even more cynical or is that jaundiced than me
Even I didn't think of thst one

Re: Telephone support hours changing at Plusnet

Anotherone — Wed, 24 Jun 2015 20:35:27 GMT

Well your theory may hold water Jim -
https://www.plus.net/business/why-plusnet-business/
PS. re your last - both (now).

Re: Telephone support hours changing at Plusnet

Anotherone — Wed, 24 Jun 2015 20:41:07 GMT

At time of posting this -
Business call stats
Current calls waiting Longest call waiting now Average answer time today
0.17 25 minutes and 29 seconds 25 minutes and 29 seconds
Maybe that's why, they'll catch up with Residential soon

Re: Telephone support hours changing at Plusnet

jelv — Wed, 24 Jun 2015 21:43:55 GMT

Just a reminder to everyone who has a login on the thinkbroadband site that you can change your rating at http://www.thinkbroadband.com/rate.html during the month, so if you rated them before they announced the dropped 24/7 support you can change your rating if you consider it appropriate.

Re: Telephone support hours changing at Plusnet

ITWorks — Wed, 24 Jun 2015 22:01:25 GMT

Looks like more cost cutting from PN , they seem to be getting good at it at the moment ( along with the 40/20 to 40/2),
It would have been nice of PN to inform it's customer base first, before informing 3rd parties.
But lets all remember , PN will do us proud
Regards
Mike

Re: Telephone support hours changing at Plusnet

mlmclaren — Thu, 25 Jun 2015 01:08:24 GMT

Well ive raised a complaint ticket about this... Most night i dont get in from work until 10 so that my support gone.... Also no chat and no ticket system anymore either and the forum isnt an official portal for support though its been helpful.

Re: Telephone support hours changing at Plusnet

tijara33 — Thu, 25 Jun 2015 05:27:06 GMT

Before PN are condemned to eternal hell & damnation I will wait to see if indeed the wait times do drop considerably. Maybe "Mimclaren" will be able to call PN before he goes to work.

Re: Telephone support hours changing at Plusnet

rongtw — Thu, 25 Jun 2015 05:55:13 GMT

tijara33 , for how many years now have we had promises from PN call wait time will be reduced ?
i have been here 5 years and nothing has changed,, still the same replys from PN , We are recruiting , our new call center will reduce times , Oh it been escalated internally ,
its just the same on here we get a hello from new staff on the forum then they are never seen again .

Re: Telephone support hours changing at Plusnet

ITWorks — Thu, 25 Jun 2015 06:28:10 GMT

Saw this and thought , great i will ring now :
Residential call stats
Current calls waiting Longest call waiting now Average answer time today
0.01 Currently unavailable 1 minute and 42 seconds
Last updated: June 25, 2015, 7:20 am
Only to be told 30 min wait
Edit: Managed to get thorough after 10 minutes, i also asked the advisor , about the change in opening times, which was confirmed.
We would get an email in due course, but obviously PN like to keep 3rd parties informed before the customer .
Maybe this needs rewording
"Fair and square
We don't keep our customers in the dark, or make things complicated. We talk fairly and clearly in plain English, giving all the details. "
Regards
Mike

Re: Telephone support hours changing at Plusnet

ITWorks — Thu, 25 Jun 2015 06:54:26 GMT

Just had this ticket opened on my account , obviously the advisor thinks what i told him is untrue .
Thanks for getting in contact with us today. Following our conversation, I can confirm that we have not officially disclosed our opening/closing time change to the public domain. We will soon be informing our customers of any information regarding this and you will be made aware in due course.
http://www.thinkbroadband.com/news/7015-telephone-support-hours-changing-at-plusnet.html
http://forums.thinkbroadband.com/plusnet/4416365-support-hour-changes.html#Post4416365
Regards
Mike