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75 Minutes waiting to speak to a Support Agent

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75 Minutes waiting to speak to a Support Agent

Evil
I called the support line to get a ticket update on my ADSL being down since the middle of last week.

I walked throguh the worst IVR I have ever used.

I waited 10 minutes
I waited another 10 minutes
I waited another 10 minutes
I waited another 10 minutes
I got bored and tried to call on the 090 number - NO ANSWER
I waited another 10 minutes
In the end I waited for more than 75 minutes before the phone was answered.

So a few announcements have been made about improving things. How could service levels get so bad before an announcement of changes, let alone any actual improvement. I can't imagine what has been going on that has resulted in such an appalling service level.

In the end, the fault team have no update since last week when I raised the fault. I wasted an entire evening.

I will have to call back again to get an update... Will I have to wait more or less than 75 minute?
4 REPLIES
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75 Minutes waiting to speak to a Support Agent

No good enough at all, lets hope its not the norm!
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75 Minutes waiting to speak to a Support Agent

Yes it is.

See here: http://portal.plus.net/central/forums/viewtopic.php?t=44714

Now getting on for 48 hours since the last post from PN CS. No wonder they're not answering the phones, the lines would melt!
IanD
Grafter
Posts: 149
Registered: 01-08-2007

75 Minutes waiting to speak to a Support Agent

Could the longer waiting times be down to the redundancies the support staff have been promised?

Looks like PlusNet are in desperate need of both quality and quantity for customer support.
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75 Minutes waiting to speak to a Support Agent

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Could the longer waiting times be down to the redundancies the support staff have been promised?


I hope that the manager of CS isn't getting made redundant..

...the moron should be shot!