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Call centre waiting times are horrendous!

kelliecox
Newbie
Posts: 2
Thanks: 1
Registered: 15-12-2015

Call centre waiting times are horrendous!

Day 1 of Plusnet and received my email to say I am now connected but I have no internet. I have tried to fix it myself using the troubleshoot guide without success. I have currently been on the phone listening to a pre recorded message saying they are busy for the past 1hr and 26 minutes. It seems from social media that Plusnet have poor customer service! Customer service is non existent and I am really disappointment. I will writing a letter of complaint to cancel this evening.  I can't put up with this every time I need help. I also tried the online chat..29 people in front of me. How are you supposed to get help to resolve the issue! Shocking!
13 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 5,647
Thanks: 534
Fixes: 205
Registered: 01-01-2012

Re: Call centre waiting times are horrendous!

Sorry for the long wait times we are working on getting these down.
I can see you've got through to our Tech support team and everything appears to be sorted now?
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Community Veteran
Posts: 1,294
Thanks: 30
Fixes: 4
Registered: 22-06-2012

Re: Call centre waiting times are horrendous!

Quote
Sorry for the long wait times we are working on getting these down.

Mmmm, seems like I've been reading the same message for a couple of years!! Roll eyes
Community Veteran
Posts: 1,125
Thanks: 4
Registered: 14-08-2007

Re: Call centre waiting times are horrendous!

And the rest.
Community Veteran
Posts: 3,274
Thanks: 339
Fixes: 12
Registered: 24-10-2013

Re: Call centre waiting times are horrendous!

Quote from: Matthew
Sorry for the long wait times we are working on getting these down.

can you tell us how you are working to do that?
as it seems that whatever you have been trying for the past years hasn't been working, if anything the times have been getting worse.
nadger
Rising Star
Posts: 4,498
Thanks: 46
Registered: 13-04-2007

Re: Call centre waiting times are horrendous!

I had occasion to call customer services twice on Thursday to upgrade to fibre.
Was through virtually straight away both times - on second call I had to be transferred and was quoted 1.5 mins wait which was about right
Community Veteran
Posts: 38,460
Thanks: 1,030
Fixes: 62
Registered: 15-06-2007

Re: Call centre waiting times are horrendous!

that was probably customer options who have a different queue
nadger
Rising Star
Posts: 4,498
Thanks: 46
Registered: 13-04-2007

Re: Call centre waiting times are horrendous!

Don't mind waiting a couple of mins but the music was painful to my 80 year old ears  Cry
jafreer
Aspiring Pro
Posts: 844
Thanks: 54
Registered: 13-10-2012

Re: Call centre waiting times are horrendous!

Quote from: Matthew
Sorry for the long wait times we are working on getting these down.

Sorry Matthew but based on your lack of action during the whole 'capacity issues' thread, and combined now with your statement above that I have been hearing for years, forgive me if I don't have much faith in your comment.
Community Veteran
Posts: 26,718
Thanks: 931
Fixes: 10
Registered: 10-04-2007

Re: Call centre waiting times are horrendous!

Quote from: nadger
I had occasion to call customer services twice on Thursday to upgrade to fibre.
Was through virtually straight away both times - on second call I had to be transferred and was quoted 1.5 mins wait which was about right

Sales and customer options are obviously high priority to Plusnet as no opportunity to extract cash from customers can be missed.
Support however...
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
foxycoxy
Newbie
Posts: 4
Thanks: 1
Registered: 08-11-2017

Re: Call centre waiting times are horrendous!

Agreed! I've had to phone them 6 times! Everytime call wait times are over 15mins once 32mins
If they spent as much on recruitment as they did advertising we'd probably see these times fall.
Apparently my probably is down to open reach messing about my internet was apparently live 3 days ago day 4 and no service...
Community Veteran
Posts: 2,568
Thanks: 176
Fixes: 2
Registered: 27-05-2011

Re: Call centre waiting times are horrendous!

@foxycoxy you've just resurrected a 2015 thread. But the problem still exists Crazy2

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To be is to do - Kant
do be do be do - Sinatra
foxycoxy
Newbie
Posts: 4
Thanks: 1
Registered: 08-11-2017

Re: Call centre waiting times are horrendous!

Well that's a worry if it's been a problem since 2015! How did they win which customer service award with shuch long wait times!
Moderator
Moderator
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Registered: 11-01-2008

Re: Call centre waiting times are horrendous!

Moderators Note.

Old thread locked, poster has started new thread.

Customer / Moderator / If it helped click the thumb / If it fixed it click 'This fixed my problem'