topic Re: Availability of support team in Plusnet Feedback

Availability of support team

Amadeus — Fri, 10 Aug 2018 20:53:06 GMT

I’ve been with plusnet for a long time now,since about 2002 I think. Disappointed with how support has changed over the years but fortunately I’ve not had to contact them much and I guess that’s a business decision.

Anyway, I’ve called them 3 times in the last week (won’t go into reasons here but in another thread; I see that other posts are being split up if they cover multiple issues) and every time I’ve been on hold for 30 mins before getting through to an operator. Is this normal and part of the plan? I’m not ranting or even complaining, actually interested to know what the acceptable wait time is and if there is a graph showing what the average wait times are across week / day / hour.

Thanks! 😀

Re: Availability of support team

Miserable — Sat, 11 Aug 2018 08:07:31 GMT

Having had to raise a couple of issues my self I have found the best way of raising an fault is on here. Like all forums you don't get an instant reply, understandably but things do get actioned.
Calling PN does seem like a waste of time these days, although compared to John Lewis PN are fantastic. ( I know they are the same co. but the service was non existent).
At least we have the forum!

Re: Availability of support team

Amadeus — Sun, 12 Aug 2018 18:41:05 GMT

Sorry, been away for the weekend.

Thanks for the info. I'd be interested to know the official line from PlusNet but I can't imagine they (or indeed any company) would be willing to publish that - it'd probably be a Gerald Ratner moment... 🙂

Re: Availability of support team

plusnettony — Mon, 13 Aug 2018 10:51:36 GMT

We do have some wait times higher than we'd like. As I type, the longest is just 20 minutes for Technical and Customer services, other queues being considerably shorter. Some stats are also published at this link.

You can also get in touch in other ways such as web chat, here or on Facebook/Twitter, and for certain criteria,. you can also raise a ticket.

Re: Availability of support team

Amadeus — Tue, 14 Aug 2018 20:03:27 GMT

Thanks Tony, I appreciate the link to the stats page - most useful.

rgds