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Extended opening hours - Customer Options Team

Community Gaffer
Community Gaffer
Posts: 17,660
Thanks: 650
Fixes: 162
Registered: 05-04-2007

Extended opening hours - Customer Options Team

From today we're trialling a longer set of opening hours for our Customer Options Team.
The new opening hours will be:
Monday to Friday - 9am to 8pm
Saturday - 9am to 5.30pm
Sunday - Closed
We'll be trialling these opening times for an initial period of 6-8 weeks and will be monitoring the impact on call waits and the patterns of calls into the team. The website and phone menu will be updated today to show the new opening times.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
6 REPLIES
NorthEasterner
Aspiring Pro
Posts: 1,867
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Registered: 25-09-2012

Re: Extended opening hours - Customer Options Team

You advertise
24/7 365 days a year support, sunday closedHuh And opening hoursHuh  Roll eyes
Not what I was told,
Ex Plusnet Fibre customer. BT Infinity Customer using a BT Smart Hub. If you wish to say thanks, please click the thumbs up Thumbs Up
NorthEasterner
Aspiring Pro
Posts: 1,867
Thanks: 51
Fixes: 3
Registered: 25-09-2012

Re: Extended opening hours - Customer Options Team

Here is the evidence
Plusnet really is going downhill!
Ex Plusnet Fibre customer. BT Infinity Customer using a BT Smart Hub. If you wish to say thanks, please click the thumbs up Thumbs Up
Superuser
Superuser
Posts: 6,626
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Registered: 30-07-2007

Re: Extended opening hours - Customer Options Team

Support IS 24/7 365 days , it's just Customer Options (and Accounts) that isn't.
Community Veteran
Posts: 1,101
Registered: 10-09-2010

Re: Extended opening hours - Customer Options Team

Quote from: NorthEasterner
Plusnet really is going downhill!

"Customer Options" is not equal to "Support"
All Plusnet are doing is extending "Customer Options" opening hours, support hours cannot be extended as they are already at the physical maximum of what they could be.
pwatson
Rising Star
Posts: 2,468
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Registered: 26-11-2012

Re: Extended opening hours - Customer Options Team

Actually, Plusnet were extending the hours as a trial nearly three months ago!  I assume the trial was successful as the times never went back.
Of course, the definition of 'success' in this instance is a moot point - Needing to open your cancellation line for longer to deal with the workload isn't a good sign Smiley
Superuser
Superuser
Posts: 9,655
Thanks: 1,060
Fixes: 59
Registered: 06-04-2007

Re: Extended opening hours - Customer Options Team

Customer Options handle more than cancellations and not everyone finds it convenient to call in "office hours" Monday to Friday. Extending the hours helps many to contact the team at a time more convenient for them.
David