topic Re: Call centre waiting times are horrendous! in Plusnet Feedback

Call centre waiting times are horrendous!

kelliecox — Tue, 15 Dec 2015 21:59:25 GMT

Day 1 of Plusnet and received my email to say I am now connected but I have no internet. I have tried to fix it myself using the troubleshoot guide without success. I have currently been on the phone listening to a pre recorded message saying they are busy for the past 1hr and 26 minutes. It seems from social media that Plusnet have poor customer service! Customer service is non existent and I am really disappointment. I will writing a letter of complaint to cancel this evening. I can't put up with this every time I need help. I also tried the online chat..29 people in front of me. How are you supposed to get help to resolve the issue! Shocking!

Re: Call centre waiting times are horrendous!

MatthewWheeler — Fri, 18 Dec 2015 11:38:01 GMT

Sorry for the long wait times we are working on getting these down.
I can see you've got through to our Tech support team and everything appears to be sorted now?

Re: Call centre waiting times are horrendous!

tijara33 — Fri, 18 Dec 2015 15:08:46 GMT

Quote
Sorry for the long wait times we are working on getting these down.

Mmmm, seems like I've been reading the same message for a couple of years!!

Re: Call centre waiting times are horrendous!

tonycollinet — Fri, 18 Dec 2015 15:13:50 GMT

And the rest.

Re: Call centre waiting times are horrendous!

chenks76 — Sat, 19 Dec 2015 10:44:07 GMT

Quote from: Matthew
Sorry for the long wait times we are working on getting these down.

can you tell us how you are working to do that?
as it seems that whatever you have been trying for the past years hasn't been working, if anything the times have been getting worse.

Re: Call centre waiting times are horrendous!

nadger — Sat, 19 Dec 2015 11:17:02 GMT

I had occasion to call customer services twice on Thursday to upgrade to fibre.
Was through virtually straight away both times - on second call I had to be transferred and was quoted 1.5 mins wait which was about right

Re: Call centre waiting times are horrendous!

Oldjim — Sat, 19 Dec 2015 11:20:03 GMT

that was probably customer options who have a different queue

Re: Call centre waiting times are horrendous!

nadger — Sat, 19 Dec 2015 11:30:09 GMT

Don't mind waiting a couple of mins but the music was painful to my 80 year old ears

Re: Call centre waiting times are horrendous!

jafreer — Sun, 20 Dec 2015 20:20:40 GMT

Quote from: Matthew
Sorry for the long wait times we are working on getting these down.

Sorry Matthew but based on your lack of action during the whole 'capacity issues' thread, and combined now with your statement above that I have been hearing for years, forgive me if I don't have much faith in your comment.

Re: Call centre waiting times are horrendous!

jelv — Sun, 20 Dec 2015 20:24:02 GMT

Quote from: nadger
I had occasion to call customer services twice on Thursday to upgrade to fibre.
Was through virtually straight away both times - on second call I had to be transferred and was quoted 1.5 mins wait which was about right

Sales and customer options are obviously high priority to Plusnet as no opportunity to extract cash from customers can be missed.
Support however...

Re: Call centre waiting times are horrendous!

foxycoxy — Wed, 08 Nov 2017 07:48:50 GMT

Agreed! I've had to phone them 6 times! Everytime call wait times are over 15mins once 32mins
If they spent as much on recruitment as they did advertising we'd probably see these times fall.
Apparently my probably is down to open reach messing about my internet was apparently live 3 days ago day 4 and no service...

Re: Call centre waiting times are horrendous!

PeterLoftus — Wed, 08 Nov 2017 08:35:38 GMT

@foxycoxy you've just resurrected a 2015 thread. But the problem still exists

Re: Call centre waiting times are horrendous!

foxycoxy — Wed, 08 Nov 2017 08:49:31 GMT

Well that's a worry if it's been a problem since 2015! How did they win which customer service award with shuch long wait times!

Re: Call centre waiting times are horrendous!

dvorak — Wed, 08 Nov 2017 09:02:24 GMT

Moderators Note.

Old thread locked, poster has started new thread.