Have I made the correct decision?
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Have I made the correct decision?
16-11-2013 10:24 AM
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Re: Have I made the correct decision?
16-11-2013 10:42 AM
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I doubt if Plusnet will ever get to a 2 minute response time at all times given the enormous cost involved with that degree of over staffing
This is the present situation with inbound call handling accessed from http://portal.plus.net/supportpages.html?a=212
Also the present call response times are stated as being
Current calls waiting Longest call waiting now Average answer time today
0 0 seconds 1 minute and 37 seconds
This thread is also relevant http://community.plus.net/forum/index.php/topic,120067.0.html
But to answer the question - I don't believe that you have made a mistake (I would say that - wouldn't I) but the phone response times are unlikely to improve at peak demand times in the near term until the Leeds office is up and running.
Re: Have I made the correct decision?
16-11-2013 5:02 PM
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Quote I didn't have to wait for more than 2 minutes with my previous service provider!
That's fantastic I'm sure many of us would be interested to know who that ISP is?
Re: Have I made the correct decision?
16-11-2013 5:20 PM
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Whether a10-45 minutes call for support is considered acceptable or not is another matter but I'd rather be with PN than some of the others (I've had 2-3 hour calls to VM before !)
Re: Have I made the correct decision?
16-11-2013 6:12 PM
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Re: Have I made the correct decision?
16-11-2013 7:46 PM
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Re: Have I made the correct decision?
16-11-2013 9:39 PM
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Was your previous ISP BE? They are the only other ISP I've been with who answer their phones promptly.
Re: Have I made the correct decision?
17-11-2013 7:53 AM
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Re: Have I made the correct decision?
17-11-2013 10:44 AM
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Re: Have I made the correct decision?
17-11-2013 3:17 PM
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That was an offshore call centre in S Africa but they were quite good in spite of that.
Re: Have I made the correct decision?
17-11-2013 5:21 PM
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Re: Have I made the correct decision?
17-11-2013 5:31 PM
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"In The Beginning Was The Word, And The Word Was Aardvark."
Re: Have I made the correct decision?
17-11-2013 7:22 PM
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Never had to wait excessively long but my philosophy has always been that maybe there is a bigger, wider issue for which many happen to be calling. Mind you, I do have a great deal of patience anyway.
Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still
Re: Have I made the correct decision?
18-11-2013 4:31 PM
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Quote from: kanda spent ages, think it was over 15 minutes on the phone before I got to talk to a human being
If that is your definition of "ages" I really do pity you 😕
I follow the csc wait time graph when I call plus.net (and due to OR problems) I've had to A LOT lately and I've always got a very prompt reply. max wait time was 45minutes at peak times.
What people forget is PN are aware of this and are opening up another call centre to help reduce this. Anyone who thinks a 15-20 minute wait on hold is bad is clearly bonkers 😕 Try to deal with Sky, much much worse.
Re: Have I made the correct decision?
19-11-2013 1:08 AM
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"In The Beginning Was The Word, And The Word Was Aardvark."
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