topic Re: Shocking service!!! in Plusnet Feedback

Shocking service!!!

colinbird27 — Sat, 13 Oct 2018 12:36:18 GMT

After holding on the phone for 33 minutes, an uncaring and robotic adviser passed me on to another department, saying that there would be a 5 minute wait. Was put on hold again and the automated voice said there was a 60 minute wait. I am now 1 hour into this total wait time which a record for me after 40 years as an adult.

I just want to speak to these people to cancel my contract and refund me my deposit, as I signed up in August to switch from Sky, had the initial switchover email and have heard nothing since.

I am guessing that these people are cheap like TalkTalk as they are appalling, which I am find out now.
Just want out as I don't wish to be involved with a substandard company.

Kind of makes me realise how good Sky are, so I may just remain with them.

Re: Shocking service!!!

colinbird27 — Sat, 13 Oct 2018 12:38:12 GMT

By the lack of service, email address and Chat, I expect that when I do get an answer, the I will get some grief. This is how these companies behave.
Expect better from a company in the BT family.
They are making Sky look very good right now.

Re: Shocking service!!!

colinbird27 — Sat, 13 Oct 2018 12:56:14 GMT

Finally got thru and actually spoke to someone who was very pleasant.
Have cancelled and will be refunded in 20 days.
Can't afford to stay with them as if I have any problems at all, it'll be another 1.5 hours on wait, which is just not acceptable, especially for a Telecom company who should be more technical as in methods of supporting customers rather than just phone.

Re: Shocking service!!!

Strat — Sat, 13 Oct 2018 12:59:38 GMT

Moderator's note:

Topic moved from General Chat to Plusnet Feedback.

Re: Shocking service!!!

quelquod — Sat, 13 Oct 2018 13:58:37 GMT

Don't give up hope! I understand that PlusNet are hiring more Customer Service staff.

(At least they told us this about 5 years ago, so they should almost have managed to get 1 or 2 by now).

Re: Shocking service!!!

gleneagles — Sat, 13 Oct 2018 15:04:09 GMT

The question is has the number of staff increased in line with the increased number of customers, if not then with even more staff there are really less staff doing more work to address customers needs.

Re: Shocking service!!!

Jonpe — Mon, 15 Oct 2018 00:36:16 GMT

How many CS staff could they have got for the £880,000 fine?

Re: Shocking service!!!

Baldrick1 — Mon, 15 Oct 2018 11:44:33 GMT

@gleneagles wrote:

The question is has the number of staff increased in line with the increased number of customers, if not then with even more staff there are really less staff doing more work to address customers needs.

The other thing of course is staff churn. If you think about it people tend to ring when they have a problem. After an hour or so waiting they not only have a problem but I suspect many are quite angry about the wait and vent their frustration on the Plusnet agent when the call is eventually answered. I would not work in that sort of environment every day if I could get another job!