cancel
Showing results for 
Search instead for 
Did you mean: 

Anyone Else had a 40 minute wait just to amend the simplest of details?

The_BrentM
Newbie
Posts: 3
Thanks: 5
Registered: 01-08-2016

Anyone Else had a 40 minute wait just to amend the simplest of details?

Question says it all really.

9 REPLIES
Community Veteran
Posts: 5,472
Thanks: 288
Fixes: 4
Registered: 11-08-2007

Re: Anyone Else had a 40 minute wait just to amend the simplest of details?

Yes, it's been like that for a couple of years !  Ticked off

 

40 minutes is actually quite good, many here have reported that they've waited over an hour, only to get cut off and having to start all over again !  Embarrassed

Plusnet Help Team
Plusnet Help Team
Posts: 4,824
Thanks: 1,058
Fixes: 234
Registered: 21-04-2017

Re: Anyone Else had a 40 minute wait just to amend the simplest of details?

Apologies for the wait times.

It looks like you've got through to us and we've answered your query?

 

Let us know over here if you need any further assistance. -Anoush

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
drewz
Newbie
Posts: 1
Thanks: 4
Registered: 23-11-2017

Re: Anyone Else had a 40 minute wait just to amend the simplest of details?

Considering this is supposed to be a communication company, I'm baffled as to why they are so difficult to communicate with.

A 45 minute wait to speak to anyone at 8pm on a Thursday evening?!?

I cannot work out from the abstruse website layout how to ask a question online; I have one open question re BT Sport - fine; there are a number of 'closed' questions re monthly billing etc  - OK.

But how on earth do I raise a new question about my package thru this barmy website (which by the way has not been updated/modernised since the year dot - it is as [-Censored-] now as it was 10 years ago), since they won't provide any person for me to speak to?

For some reason, there is no obvious way to email a question; they instead give me several headings to chose which are bizarre and nothing to do with my use or needs - like ask about raising a VAT invoice, or - ask about starting a new user group (?)

otherwise I cannot contact them with a question!?!

Utterly bonkers.

 

Anyway, rant over, all I wanted to ask, if anyone is out there who may know the answer and could kindly reply, if I want to change my package by taking the  'ANYTIME' component off my call plan (because I am no longer using the landline for calls these days) are there any implications re 'contract' or 'one off charges'?

They want me to tick boxes to say that I have read 'terms and conditions' but I cannot practically read the 'terms and conditions' because it is hidden inside a small window which you have to scroll both down and sideways to see what is hidden behind the window and it goes . on for pages in a format I cannot understand.  I have tried to read their 'price guide' but it makes no sense and I don't know how to find what I'm looking for within it.

They also want me to tick a box saying I give permission to contact another provider to move my broadband even though that has nothing whatever to do with my wanting to make a simple change to my package of products.

So I just wanted simply to reassure myself by asking someone - can I safely take off my ANYTIME phone call package product and change it to WEEKEND calls only, without any cost or charges implications?

Also bizarrely, I think, it seems to imply that any change to my product ( by stopping using the ANYTIME  calls bit of it for example) means that I have to start a new contract period with all the rigmarole of legal obligations etc  over costs and charges.  

It really is a blooming nightmare.

Having been with Plusnet for over 12 years now at this address, I must say I think they have deteriorated in customer service and useability under the ever dreadful BT's mismanagement. They are no longer 'user friendly' at all, imho.

 

 

Plusnet Help Team
Plusnet Help Team
Posts: 4,824
Thanks: 1,058
Fixes: 234
Registered: 21-04-2017

Re: Anyone Else had a 40 minute wait just to amend the simplest of details?

Welcome to the community forums @drewz

We've removed the ability to raise a customer support ticket in favour of Live Chat. However, as you've noticed, you can still raise a ticket for certain topics which would generally be directed to a specialist team.

 

Moving on to your question,

f I want to change my package by taking the  'ANYTIME' component off my call plan (because I am no longer using the landline for calls these days) are there any implications re 'contract' or 'one off charges'?

No, there shouldn't be, if you're keeping your broadband package the same.

 

They also want me to tick a box saying I give permission to contact another provider to move my broadband even though that has nothing whatever to do with my wanting to make a simple change to my package of products.

If you're not making a change to your broadband package during the product change journey, I'd expect your broadband to stay where it is and just your phone package to change to the one you're wanting.

 

So I just wanted simply to reassure myself by asking someone - can I safely take off my ANYTIME phone call package product and change it to WEEKEND calls only, without any cost or charges implications?

Is the weekends call package showing on the list of available products?

As I understand we stopped offering this plan a while ago. Details of our call plans can be found here.

 

I hope this helps and I'm sorry for the frustration and inconvenience caused. -Anoush

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Community Veteran
Posts: 26,442
Thanks: 687
Fixes: 8
Registered: 10-04-2007

Re: Anyone Else had a 40 minute wait just to amend the simplest of details?

If you don't make any calls you might consider moving your line rental to Pulse8 - £13 per month. Plusnet charge you a bit extra for not having line rental with them but it will probably still work out cheaper.

jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
The_BrentM
Newbie
Posts: 3
Thanks: 5
Registered: 01-08-2016

Re: Anyone Else had a 40 minute wait just to amend the simplest of details?

Well not really O Wizard. I actually got through after 20 mins (promised 15, so not too bad) but then was told I needed to be “transfered” to technical. The key word here is “transfered” implying some quick hold music whilst the tech guy takes over. No, I get dumped back into the “sea of chaos” that is over loud music and have my user and security stuff ready. I dont call that a transfer, I call that a dump back into the waiting pool.

Not good, not good at all. I cant say I’ve had a bad experience with PlusNet in terms of getting the service and moving it. But this one has made me take a look at the forums and opinions of others and it doesnt look good. I think you can forget me recommending you to anyone else and my days here could be numbered depending on how the customer service experience continues to sink like Atlantis!

Plusnet Help Team
Plusnet Help Team
Posts: 4,824
Thanks: 1,058
Fixes: 234
Registered: 21-04-2017

Re: Anyone Else had a 40 minute wait just to amend the simplest of details?

I'll be happy to help further over here?

Feel free to PM me your username.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
The_BrentM
Newbie
Posts: 3
Thanks: 5
Registered: 01-08-2016

Re: Anyone Else had a 40 minute wait just to amend the simplest of details?

Gandalf thank you but I wont know if its still a problem until we roll around another month, thats my problem, but I think the other problem I have is a strategic problem for PlusNet. Long waits, online chat and no ability to raise tickets isnt a good way forward from a customer service point of view. So far its all run fine and therefore I’ve had no complaints but the moment things go wrong, for any reason, the nightmare begins. Its just not a good customer service experience and if you dont do something about it you will end up like Talk Talk who could offer me stuff for free and I still wouldnt go there.

paul_blitz
Rising Star
Posts: 60
Thanks: 27
Registered: 20-07-2016

Re: Anyone Else had a 40 minute wait just to amend the simplest of details?

I used to have the Evenings & Weekends phone package, but found I was hardly using the phone. So I removed the call package completely, and use 18185 for all voice calls. (18185.co.uk) *

 

I now pay for just the calls I make, and the call costs are MUCH lower than what plusnet would charge (I mean less than 50% of the cost!)... I seem get charged on my CC once every few months (probably because my bill's not big enough to bother to do it any more frequently!)

 

(*Note: actually, it's only my wife who uses the landline now - I just use my mobile (which uses plusnet!))