topic Re: Chat queue - shocking in Plusnet Feedback

Chat queue - shocking

ITWorks — Mon, 22 Aug 2016 11:16:52 GMT

Is there something wrong at PN that means higher call and chat times than normal, or is it a case of still not enough staff ?

From chat (Info at 12:09, Aug 22)

All agents are currently assisting others. Your place in the queue is 36. Thank you for your patience.

The above queue on chat is shocking

Re: Chat queue - shocking

chenks76 — Mon, 22 Aug 2016 11:21:20 GMT

this is what happens when you turn off online tickets and force people to sit in a queue for phone or cat to ask questions that could have easily waited on a ticket.

Re: Chat queue - shocking

westbournelegal — Mon, 22 Aug 2016 11:41:38 GMT

yes I gave up after 8 minutes when it stated the length of the queue!!

I'm having issues with BB Broadband but also having difficulty getting onto the site to see if there are general issues?

Re: Chat queue - shocking

HarryB — Mon, 22 Aug 2016 11:49:33 GMT

@ITWorks - I'm not aware of any widespread issues, but it does seem busier that it has been overall recently.

@westbournelegal - Welcome to the forums.

Sorry to hear you're having problems with your connection. I'm not aware of any widespread issues.

I'd recommend going through our troubleshooting guide here.

However if you're still experiencing problems following this, it would be best to raise a fault here.

Re: Chat queue - shocking

ITWorks — Mon, 22 Aug 2016 12:23:12 GMT

An agent joined the chat at 12:51, Aug 22:

So 43 min wait to begin a chat with an agent , not goods at all. if PN was really busy or something went wrong , seems support via phone and chat would come to a standstill , at the moment

Re: Chat queue - shocking

rongtw — Mon, 22 Aug 2016 12:23:18 GMT

I dont think ITWorks is asking if any network problems ,, He is asking has PN got staff Shortages ?? hence the long wait times ?

Re: Chat queue - shocking

ITWorks — Mon, 22 Aug 2016 12:30:03 GMT

@rongtw i asked if there was any problems , as that could be a factor in longer wait times (more people calling than usual ) , @HarryB has confirmed there is not , so that just leaves staffing.

Re: Chat queue - shocking

HarryB — Mon, 22 Aug 2016 12:40:06 GMT

@rongtw wrote:

@HarryB I dont think ITWorks is asking if any network problems ,, He is asking has PN got staff Shortages ?? hence the long wait times ?

@ITWorks wrote:

Is there something wrong at PN that means higher call and chat times than normal, or is it a case of still not enough staff ?

It seems busier than it was last week, but as far as I'm aware we have the same amount of staff on. We're still hiring across CSC though.

Re: Chat queue - shocking

sandy3030 — Mon, 22 Aug 2016 17:34:54 GMT

Can you call this a "service" I waited over 11/2 Hrs today to chat. Don't really think they care this seems to be the norm but cannot call it a service this is unaceptable!

Re: Chat queue - shocking

sandy3030 — Mon, 22 Aug 2016 17:45:15 GMT

Wait times are more than excessive and not reasonable , this is not a "service" at all I actually think they hope you will not wait for an agent!

Re: Chat queue - shocking

Minivanman — Tue, 23 Aug 2016 06:35:22 GMT

I have used this service a few times and found it more than satisfactory - and I'm not easily pleased!

Seriously though the couple of times there has been a wait I have just logged off a tried again later.

Re: Chat queue - shocking

rongtw — Tue, 23 Aug 2016 06:45:42 GMT

Possibly the high wait times are due to this https://community.plus.net/t5/Fibre-Broadband/High-packet-loss-and-other-DNS-issues/td-p/1354749

Somewhere PN has a problem for the last 3 weeks , hence why people try to contact them

Re: Chat queue - shocking

bucksboy — Tue, 06 Sep 2016 13:58:21 GMT

I don't really have a reply as such but just want to add my view and just don't see any way to do that on the very over complicated page and Forum in general.

Thing is the CHAT is hopeless tried today 3 times 40/23/28 befor me. I just had a simple billing question the old but good 'Ticket' system worked send it off some time latter a reply simples.

Staff seem ok once you get to them but the top management are making them use a useless way of talking toe customers. Plusnet we the pesky customers pay for a service ( and the wages) so if you want to keep us sort it out fast

Re: Chat queue - shocking

SpendLessTime — Tue, 06 Sep 2016 14:43:33 GMT

@bucksboy

Try using twitter or Facebook to contact Plusnet.

Re: Chat queue - shocking

rongtw — Tue, 06 Sep 2016 14:48:31 GMT

BUT not everyone wants a Bookface / Twit account

Re: Chat queue - shocking

HarryB — Tue, 06 Sep 2016 14:55:05 GMT

@bucksboy wrote:
the old but good 'Ticket' system worked send it off some time latter a reply simples.

That's fine, however to respond to the amount of tickets we used to, that would involve taking advisors off of the phones/chat, which would result in even longer queues. You may also be surprised how many people call up within 24 hours of raising a ticket when tickets aren't responded to which again ultimately causes longer queues

Re: Chat queue - shocking

SpendLessTime — Tue, 06 Sep 2016 14:56:07 GMT

Well having options is good, and Twitter and Facebook conversations are answered within their opening hours by the same staff who look at this forum. Although it seems easier to get a response on those 2 platforms.

Re: Chat queue - shocking

zishan — Tue, 06 Sep 2016 15:18:15 GMT

Can I have a job? working from home @HarryB

P.S Business Chat goes through instantly.

Re: Chat queue - shocking

bucksboy — Tue, 06 Sep 2016 15:57:15 GMT

Seems to me Plusnet just don't get it we ,the pesky customers, just want to get issues sorted out but to do so we have to ring up and get told busy.....use chat and told busy. Now it seems can use facebook and twitter ! What ever they are I don't use them. So the staff are spreading themselves over 4 different err...'platforms' I understand the term is.

Then Harry says it's all our fault tickets did not work as when there was no reply in 24 hours pesky customers rang up and took more staff time. Look we pay for a service and it's Plusnets job to have sufficient staff to answer the queries that happen from the customer base....sorry is that so hard?

Still say the 'ticket' system worked best. Plusnet used to be a Which? best buy and folk praised the customer service but it's all gone to pot.

Re: Chat queue - shocking

rongtw — Wed, 07 Sep 2016 05:54:37 GMT

that is a ridiculous statement saying that something that worked for years was removed because customers USED it ? as it caused a lack of staff elsewhere

I know THIS may sound stupid ,,, if there is a lack of staff employ more ! which we have been told for years is happening