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Will anybody ever answer the phone?

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Grafter
Posts: 26
Thanks: 5
Registered: ‎09-11-2018

Will anybody ever answer the phone?

I'm sick of this. I need to amend my new residential phone/fibre order.

I've been on hold for an eternity. 15 minutes first time, after the 'join plusnet' person decided to transfer me to the 'correct department.' I gave up and hung up after listening to the same pop music for 15 minutes.

I called back. After approx 20 minutes of the same repetitive [-Censored-] music, somebody answered but after checking my username, said he was business and would have to pass me to residential. I had pressed "1 for residential" at the beginning of the call on the IVR so not my problem. He said I shouldn't have to wait long as he would transfer me directly. That was 10 minutes of [-Censored-] music ago (up to 32 minutes on this second phonecall as I write).

 

At this rate I would probably sooner just cancel the order and go elsewhere, or just cancel and place a fresh order through the website myself because your staffing is an absolute joke.

4 REPLIES 4
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Grafter
Posts: 26
Thanks: 5
Registered: ‎09-11-2018

Re: Will anybody ever answer the phone?

42 mins of same [-Censored-] music loop. still no human since that first waste of time earlier.

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Grafter
Posts: 26
Thanks: 5
Registered: ‎09-11-2018

Re: Will anybody ever answer the phone?

Someone's answered at the 48 minute point.

 

Only 1hr3 to start to speak to somebody then.

 

I'm a plusnet dealer and have loads of my business customers on with Plusnet. I've always said to people the service is generally good, but residential support can be a nightmare with call times. I shall emphasise that more so in future.

 

and that fricking music. Not even a Yorkshire man telling you that they're sorry any more.

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Grafter
Posts: 26
Thanks: 5
Registered: ‎09-11-2018

Re: Will anybody ever answer the phone?

human was helpful, order updated. hope I don't need to ring up again anytime too soon.

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Aspiring Pro
Posts: 170
Thanks: 23
Fixes: 3
Registered: ‎19-12-2010

Re: Will anybody ever answer the phone?

At least you got music. I just get a message telling me to phone back tomorrow.