topic Re: Call Centre Wait Times in Plusnet Feedback

Call Centre Wait Times

Alexandra — Fri, 21 Jul 2017 17:05:38 GMT

Call wait times are a joke 24 mins so far when they state 15 minutes. This is on going with plusnet. They are the worst provider out for call wait times. Its not on promote them selfs as a Yorkshire based company. Just a con. I hate plusnet

Re: Call Centre Wait Times

agedgopher — Fri, 21 Jul 2017 17:36:13 GMT

@Alexandra wrote:
Its not on promote them selfs as a Yorkshire based company. Just a con.

It helps to stick to facts when posting. Plusnet are a Yorkshire based company and there is no con involved.

We all know that waiting times are high, there is the live chat option.

Re: Call Centre Wait Times

Pete11 — Fri, 21 Jul 2017 18:11:50 GMT

Live chat works for me every time when call waiting times are high. I haven't been let down yet.

Re: Call Centre Wait Times

Gel — Fri, 21 Jul 2017 19:28:30 GMT

You changed to them presumably based on price; low price/ excellent service don't make normal bedfellows.
You could have researched PN beforehand to flag this long standing issue.

And why on earth did you originally post this in "Billing"?

Re: Call Centre Wait Times

Jonpe — Sat, 22 Jul 2017 09:52:12 GMT

It's impossible to give accurate waiting time figures based on the number of calls waiting. One caller might have a very simple query taking less than a minute whilst someone else might need ten minutes on the phone.

I did look at the calls-waiting figures daily for a couple of weeks a month or so ago and they did drop for a while; I thought this might be the result of the additional CSAs we were told were being taken on and trained, but we now seem to be back to the long waits again.

Re: Call Centre Wait Times

Gandalf — Sat, 22 Jul 2017 14:59:09 GMT

Sorry about the wait times Alexandra

Anything we can help with on here?

Feel free to PM me if you prefer.

Anoush

Re: Call Centre Wait Times

Iloveplusnot — Sun, 23 Jul 2017 11:58:14 GMT

76 minutes and counting !

Will report here once I get through

Re: Call Centre Wait Times

Abe16 — Mon, 24 Jul 2017 14:34:13 GMT

You're right, they did drop for a few months, but have been challenging of late.

I suspect it's an ongoing challenge which they will be working to hard fix... although not helpful for those trying to get through urgently just now

Re: Call Centre Wait Times

jdl — Mon, 15 Jan 2018 17:48:00 GMT

I dont know about any other customers, but the call centre wait times are outragous, i rang customer services, 13-1-18, twice, different times during the day,each time said 30mins, called again, 14-1-18, waited 18mins, same explanation given, come on plusnet look after youe customers, old and new, please get this issue sorted so annoying, anyone else had the same problem

Moderator's note by Mike (Mav): All caps title/text edited as per Forum rules.

Re: Call Centre Wait Times

shutter — Thu, 18 Jan 2018 20:20:02 GMT

@jdl Very sorry to see you posting about the long wait times... however... there is very little prospect of them inproving.... this saga has been going on for over 8 years now....

If you phone up again... make sure you have this page on your screen, for something to read, while you wait...

http://community.plus.net/forum/index.php/topic,80676.16.html

PlusNet staff have a saying........ " Give us time....... and we`ll get there ".... don`t believe it...

Try "Live Chat" but make sure you have your adblocker turned off first... otherwise it will tell you it`s busy !

Failing that.... try asking for help on the other Forum Boards.

Good Luck.