topic Re: Very Poor Support on Phone or Chat in Plusnet Feedback

Very Poor Support on Phone or Chat

Charles101 — Tue, 18 Oct 2016 22:25:11 GMT

PlusNet used to have reasonable to good support. This seems to have gone. Trying to contact on the phone its 45 min to an hour on hold. Trying to contact on a Chat session wait an hour as queue slowly shrinks than its the end of support day so just cut off with no agents available. Not good. Very poor service.

The old ticket system should be returned and the chat kept as another choice, but need more staff it seems.

Re: Very Poor Support on Phone or Chat

rongtw — Wed, 19 Oct 2016 05:58:44 GMT

I agree PN used to be excellent support , but now they are going downhill

But i have to say i have noticed a few new staff here but i dont know if they were just moved from phone support or are actually NEW !

New staff used to come on forum and introduce themselves

Re: Very Poor Support on Phone or Chat

HarryB — Wed, 19 Oct 2016 10:54:05 GMT

@Charles101 - Apologies for the wait times. Anything we can help you with?

@rongtw -

rongtw wrote:
New staff used to come on forum and introduce themselves

Staff answering the phones, chat and responding to tickets wouldn't have done that unless they were also interested in using their free time in the forums.

Just 5 days ago a member of staff posted in introductions and has made a few posts in their spare time. https://community.plus.net/t5/Introductions/Hello/td-p/1377058

Re: Very Poor Support on Phone or Chat

Mav — Thu, 20 Oct 2016 22:35:10 GMT

Moderator's note by Mike (Mav)

Unhelpful post removed