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Sheffield-based Help & Support

Sheffield-based Help & Support

Sheffield-based Help & Support

pn_uk_2Here at Plusnet Towers we're proud to be able to offer you great value standalone broadband for the lowest price in the UK. It's not just great value that we get recognised for though, we also take great pride in our award winning Customer Service. Some of you may already know that over recent years our Customer Support Centre has operated across two sites, one based in our hometown of Sheffield, and another out in Durban South Africa that we inherited with the Madasafish brand when BT acquired the ISP 'Brightview' back in 2007. Things have been working well since then (see our awards!), and if you're a regular reader of our blogs then you'll already have a bit of an insight into how we've been running things, and what life has been like for the support staff out in South Africa. The team in South Africa has helped us deliver a great service already, but much of the benefit of having our software and network engineers under a single roof in Sheffield is lost on the guys out in Durban who haven't the convenience of being able to 'nip up or down the stairs' to discuss particular problems or workflows with other departments. Another restraint involves the way in which our telephone systems work. Since we started operating across two sites, we've had to direct the majority of calls to a 'non-geographic' 0845 number to ensure the routing/resourcing between the two support centres is as efficient as it can be. If you already have your Home Phone Service with us then you'll probably know that calls to our 0845 support number are free http://www.plus.net/residential/bundles.shtml but quite often this doesn't apply to mobile phone tarrifs where calls to non-geographical numbers are rarely part of your included allowance.  Ideally, we'd like to be able to bring back our 0114 number, which would be great news for customers calling us from a mobile network. So it's for reasons such as these that we're pleased to announce our decision to move *all* customer support services back to Sheffield! Whilst we'll be sad to say goodbye to our friends in South Africa, we feel really excited about bringing all of our services back to Sheffield, and this gives us a great opportunity for us to improve our service even more. It also fits really well with the plain speaking and honest Yorkshire branding of our recent ad campaigns (keep your eyes peeled for the next ad which is due to be aired over the coming weeks). That's not forgetting the contribution it makes to the local economy in Sheffield. This will of course mean more work for us here in Sheffield. Don't worry though, we've been really busy recruiting  throughout this year and are pleased to have created more than 150 jobs over the last 12 months alone! We're continuing to recruit new staff so if you think it's your cup of tea then why not head over to our website here to see what vacancies are on offer. So the next time you pick up the phone to call us, you can be guaranteed you'll be speaking to one of us here at Plusnet Towers in Sheffield. We hope you'll share our enthusiasm about these operational changes, and we welcome your feedback over on our discussion forums. So if you've ever any problems and can't get online to use our Help Assistant, then why not drop us a call! Wink

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