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Customer service hours

scousepcgamer
Hooked
Posts: 9
Registered: ‎20-05-2020

Customer service hours

Customer service hours for the tech support section.
So imagine this broadband goes down and your still working till very late, the bam your broadband goes down, try all the usal troubleshooting steps, then ring the customer service hoping to get through to tech support, find the offices are closed, look online and find Plusnet only work 8-8 Monday to Sunday, so what is a customer to do if they have no broadband outside the hours of 8pm to 8am, just suffer, in this day and age of home working now etc, they should be offering 24/7 tech support for their customers?
Anyone else agree
Is there a broadband provider that provides 24/7 tech support?
Should Ofcom make it a legal requirement that broadband customer get access to 24/7 tech support?
8 REPLIES 8
MrAllen2021
Aspiring Pro
Posts: 195
Thanks: 14
Fixes: 5
Registered: ‎11-04-2021

Re: Customer service hours

They should offer all day every day support but it's highly unlikely to ever happen IMO, for various reasons, 1 being most people in the IT support industry prefer the traditional 9.00 while 17.00 working hours, plus the government still thinks the Internet is ruled by kids, who are in bed by 20.00, especially on a school night.

 

 

 

 

Do you see? Cheesy
Mustrum
Community Veteran
Posts: 2,586
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Registered: ‎13-08-2015

Re: Customer service hours

Domestic Residential broadband is not meant to be used for working from home, although the occaisional use is fine. If you need better support cover Business Broadband is available with extended support hours.

scousepcgamer
Hooked
Posts: 9
Registered: ‎20-05-2020

Re: Customer service hours

I know what your saying, but lets not even think about if your working from home, you and your family are watching internet TV (Netflix etc) and it goes off or playing games online and it goes off, 8pm is just stupid if cant get any help, till next morning.
Needs to be a 24/7 service tech support
scousepcgamer
Hooked
Posts: 9
Registered: ‎20-05-2020

Re: Customer service hours

Certain industries, like ambulance service/ fire service is 24/7, IT is also 24/7, so unfortunately as tech and internet is taking over then broadband providers also need to provide 24/7 tech support for domestic broadband services
agedgopher
All Star
Posts: 419
Thanks: 283
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Registered: ‎02-12-2016

Re: Customer service hours

What price premium would you be prepared to pay for 24/7 support?

I guess very little because why would you choose to take a service from a budget provider that will never offer the utopian solution you are looking for.

Baldrick1
Seasoned Hero
Posts: 6,747
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Registered: ‎30-06-2016

Re: Customer service hours


@scousepcgamer wrote:
…., you and your family are watching internet TV (Netflix etc) and it goes off or playing games online and it goes off, 8pm is just stupid if cant get any help, till next morning.

In the meantime you and your family could always try talking to each other! 

As previously said, you get what you pay for and you are paying for a budget service.

dvorak
Moderator
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Registered: ‎11-01-2008

Re: Customer service hours

But even AAISP don't have official 24/7 support for home users - and they aren't budget.
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dvorak
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Re: Customer service hours


@scousepcgamer wrote:
 if cant get any help, till next morning.
Needs to be a 24/7 service tech support

There are automated trouble shooters that can raise a fault and ticket to get the issue raised.

 

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If it fixed it click 'This fixed my problem'