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3 calls to Plusnet, 3 hours on hold trying to follow up promised call back

Mochacourt
Newbie
Posts: 1
Registered: 12-11-2015

3 calls to Plusnet, 3 hours on hold trying to follow up promised call back

Was told engineer would come Friday 13th between 1 and 6 pm to re connect at new address. Appropriately made arrangements to have the afternoon off work to attend.
Informed yesterday that engineer would come on 18th November between 1 and 6 pm.
Now, was this just a typo or has the date been changed?
Spent an hour on hold last night to speak to Jamie who told me he'd call me back.
No call back, spent nearly an hour phoning again to follow up. This time Leeanne told me she'd call me back.
No call back.
So, am I supposed to take tomorrow afternoon off work tomorrow or what?
Called back again. Again, just on an hour on hold.
Stil no idea what is going on. Can this post help me?
The forum is full of posts with similar complaints about the call wait time so why isn't Plusnet listening?
5 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,081
Thanks: 151
Fixes: 54
Registered: 27-04-2007

Re: 3 calls to Plusnet, 3 hours on hold trying to follow up promised call back

Hi Mochacourt,
This isn't good, I'm really sorry and I share your disappointment about the callbacks not taking place.
I've checked the account and I'm glad to see that you've spoken to a very capable colleague that has placed the orders for you and has passed on some feedback about the previous 2 agents.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
glloyd
Rising Star
Posts: 1,652
Thanks: 20
Fixes: 1
Registered: 06-04-2007

Re: 3 calls to Plusnet, 3 hours on hold trying to follow up promised call back

Why is there no comment about the OP and others the time they are having to wait on the phones.
Community Veteran
Posts: 1,136
Thanks: 2
Registered: 30-07-2007

Re: 3 calls to Plusnet, 3 hours on hold trying to follow up promised call back

Because all of plusnet is ostriching at that fact.
F9 member since 4 Sep 1999
F9 ADSL customer since 27 Aug 2004
DLM manages your line the same way DRM manages your rights.
Look at all the pretty graphs! (now with uptime logging!)
rongtw
Seasoned Hero
Posts: 6,946
Thanks: 1,513
Fixes: 12
Registered: 01-12-2010

Re: 3 calls to Plusnet, 3 hours on hold trying to follow up promised call back

Well PN did PROMISE that by cutting 24hr  support  ,,,, Call waits would go down Huh? Same as they PROMISED they would go down when they opened the Leeds center  Embarrassed Embarrassed
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thenouvellesban
Newbie
Posts: 6
Registered: 13-11-2015

Re: 3 calls to Plusnet, 3 hours on hold trying to follow up promised call back

Similar they dont care at all, total joke
Quote from: Mochacourt
Was told engineer would come Friday 13th between 1 and 6 pm to re connect at new address. Appropriately made arrangements to have the afternoon off work to attend.
Informed yesterday that engineer would come on 18th November between 1 and 6 pm.
Now, was this just a typo or has the date been changed?
Spent an hour on hold last night to speak to Jamie who told me he'd call me back.
No call back, spent nearly an hour phoning again to follow up. This time Leeanne told me she'd call me back.
No call back.
So, am I supposed to take tomorrow afternoon off work tomorrow or what?
Called back again. Again, just on an hour on hold.
Stil no idea what is going on. Can this post help me?
The forum is full of posts with similar complaints about the call wait time so why isn't Plusnet listening?