topic Telephone support in Plusnet Feedback

Telephone support

PeterKahrel — Fri, 23 Oct 2015 13:41:19 GMT

I've tried to reach PlusNet by telephone a number of times and was informed that it could be 15 minutes before someone replied. Fair enough. But when you're put on hold the music that plays is absolutely dreadful and far too loud, even when I turn the volume on my phone to the lowest setting. I wouldn't survive 15 minutes or more of such awful music.
Is it not possible not to have any music? Or an option not to have music? I would prefer to have my phone on my desk with the speaker on, so I'll hear you when you say 'Hello'.
Peter

Re: Telephone support

adamwalker — Fri, 23 Oct 2015 15:15:57 GMT

Thanks for the feedback @ Peter Kahrel and sorry that made for a bad experience on the phone for you.
Our phone system doesn't allow for what you asked but I've passed on your concerns about the volume of the music.

Re: Telephone support

198kHz — Fri, 23 Oct 2015 16:28:51 GMT

Quote from: _Adam_Walker_
... I've passed on your concerns about the volume of the music.

I've had my concerns about the volume of the music allegedly 'passed on' several times over the years - hasn't made any difference yet.

Re: Telephone support

adamwalker — Fri, 23 Oct 2015 16:44:56 GMT

volume is very very subjective but I appreciate you'll have a good perspective on that if you use the phone a lot. I'll do my best to push back on this Force 'E'

Re: Telephone support

198kHz — Fri, 23 Oct 2015 21:50:47 GMT

Thanks Adam, much appreciated.
Thirty-four years with BT, the majority of that time on Transmission, gives one a good perspective on what telephony audio should sound like.

Re: Telephone support

alanf — Sat, 24 Oct 2015 10:54:00 GMT

I'd like to support the request for an urgent change to the music on hold. I was assisting a customer who was trying to sort out a PN foul up in their migration from MAAF and they had spent around an hour on hold. As they did not want to sit holding a phone for a long time they were forced to use speaker-phone thus also annoying other people in the office.
If you start with an unhappy customer, make them wait ages for a response to a call and then subject them to that racket you end up with an irate customer which is not good for anyone. I thought that it was customary to play calming music.
Estimated call wait times / place in the queue would be more helpful. I rang Ocado recently. I don't recall any music. I do recall being told I was fifth in the queue which quickly counted down until the phone was answered within a couple of minutes. That's the way to do it.

Re: Telephone support

adamwalker — Mon, 26 Oct 2015 10:11:20 GMT

I'm pushing back on this but please don't expect anything urgent as I can't promise that.