topic 3 calls to Plusnet, 3 hours on hold trying to follow up promised call back in Plusnet Feedback

3 calls to Plusnet, 3 hours on hold trying to follow up promised call back

Mochacourt — Thu, 12 Nov 2015 17:47:46 GMT

Was told engineer would come Friday 13th between 1 and 6 pm to re connect at new address. Appropriately made arrangements to have the afternoon off work to attend.
Informed yesterday that engineer would come on 18th November between 1 and 6 pm.
Now, was this just a typo or has the date been changed?
Spent an hour on hold last night to speak to Jamie who told me he'd call me back.
No call back, spent nearly an hour phoning again to follow up. This time Leeanne told me she'd call me back.
No call back.
So, am I supposed to take tomorrow afternoon off work tomorrow or what?
Called back again. Again, just on an hour on hold.
Stil no idea what is going on. Can this post help me?
The forum is full of posts with similar complaints about the call wait time so why isn't Plusnet listening?

Re: 3 calls to Plusnet, 3 hours on hold trying to follow up promised call back

adamwalker — Thu, 12 Nov 2015 19:27:45 GMT

Hi Mochacourt,
This isn't good, I'm really sorry and I share your disappointment about the callbacks not taking place.
I've checked the account and I'm glad to see that you've spoken to a very capable colleague that has placed the orders for you and has passed on some feedback about the previous 2 agents.

Re: 3 calls to Plusnet, 3 hours on hold trying to follow up promised call back

glloyd — Fri, 13 Nov 2015 10:58:13 GMT

Why is there no comment about the OP and others the time they are having to wait on the phones.

Re: 3 calls to Plusnet, 3 hours on hold trying to follow up promised call back

avatastic — Fri, 13 Nov 2015 13:35:25 GMT

Because all of plusnet is ostriching at that fact.

Re: 3 calls to Plusnet, 3 hours on hold trying to follow up promised call back

rongtw — Fri, 13 Nov 2015 17:39:44 GMT

Well PN did PROMISE that by cutting 24hr support ,,,, Call waits would go down ???? Same as they PROMISED they would go down when they opened the Leeds center

Re: 3 calls to Plusnet, 3 hours on hold trying to follow up promised call back

thenouvellesban — Fri, 13 Nov 2015 22:59:42 GMT

Similar they dont care at all, total joke

Quote from: Mochacourt
Was told engineer would come Friday 13th between 1 and 6 pm to re connect at new address. Appropriately made arrangements to have the afternoon off work to attend.
Informed yesterday that engineer would come on 18th November between 1 and 6 pm.
Now, was this just a typo or has the date been changed?
Spent an hour on hold last night to speak to Jamie who told me he'd call me back.
No call back, spent nearly an hour phoning again to follow up. This time Leeanne told me she'd call me back.
No call back.
So, am I supposed to take tomorrow afternoon off work tomorrow or what?
Called back again. Again, just on an hour on hold.
Stil no idea what is going on. Can this post help me?
The forum is full of posts with similar complaints about the call wait time so why isn't Plusnet listening?