Personally I reckon for any caller waiting more than 15 minutes their call should be diverted to the personal phone of the Plusnet CEO. I suspect we'd soon see a reduction in these outrageous call queues once the CEO had a few of those.
+1 Or more to the point the elimination of the causes to call support - BTOR failures - order process failures (time to deploy the ordering system?) - billing failures (time to deploy the new billing system), defective cash back process ... the list goes on and is well known by everyone involved in the DELIVERY of the service. Shame that those DIRECTING the business and marketing drives are not so similarly aware of the end to end limitations when driving the market share figures.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
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I have to say I phoned PN a few days back, mid afternoon, and waited less than 5 minutes. One query that PN might be able to update us on. What happened to the Leeds centre which was supposed to cut out the long delays.
