Chat queue - shocking

[#1]

Is there something wrong at PN that means higher call and chat times than normal, or is it a case of still not enough staff ?

From chat (Info at 12:09, Aug 22)

All agents are currently assisting others. Your place in the queue is 36. Thank you for your patience.

The above queue on chat is shocking 

[#2]

this is what happens when you turn off online tickets and force people to sit in a queue for phone or cat to ask questions that could have easily waited on a ticket.

[#3]

yes I gave up after 8 minutes when it stated the length of the queue!!

I'm having issues with BB Broadband but also having difficulty getting onto the site to see if there are general issues?

[#4]

@ITWorks - I'm not aware of any widespread issues, but it does seem busier that it has been overall recently.

@westbournelegal - Welcome to the forums.

Sorry to hear you're having problems with your connection. I'm not aware of any widespread issues.

I'd recommend going through our troubleshooting guide here.

However if you're still experiencing problems following this, it would be best to raise a fault here.

[#5]

An agent joined the chat at 12:51, Aug 22:

So 43 min wait to begin a chat with an agent , not goods at all. if PN was really busy or something went wrong , seems support via phone and chat would come to a standstill , at the moment 

[#6]

HarryB I dont think ITWorks is asking if any network problems ,, He is asking has PN got staff Shortages ?? hence the long wait times ?

[#7]

@rongtw i asked if there was any problems , as that could be a factor in longer wait times (more people calling than usual ) , @HarryB has confirmed there is not , so that just leaves staffing.  

[#8]

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@rongtw wrote:

@HarryB I dont think ITWorks is asking if any network problems ,, He is asking has PN got staff Shortages ?? hence the long wait times ?

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@ITWorks wrote:

Is there something wrong at PN that means higher call and chat times than normal, or is it a case of still not enough staff ?

It seems busier than it was last week, but as far as I'm aware we have the same amount of staff on. We're still hiring across CSC though.

[#9]

Can you call this a "service" I waited over 11/2 Hrs today to chat. Don't really think they care this seems to be the norm but cannot call it a service this is unaceptable!

[#10]

Wait times are more than excessive and not reasonable , this is not a "service" at all I actually  think they hope you will not wait for an agent!

[#11]

I have used this service a few times and found it more than satisfactory - and I'm not easily pleased!

Seriously though the couple of times there has been a wait I have just logged off a tried again later. 

[#12]

Possibly the high wait times are due to this https://community.plus.net/t5/Fibre-Broadband/High-packet-loss-and-other-DNS-issues/td-p/1354749

Somewhere PN has a problem for the last 3 weeks , hence why people try to contact them

[#13]

I don't really have a reply as such but just want to add my view and just don't see any way to do that on the very over complicated page and Forum in general.

Thing is the CHAT is hopeless tried today 3 times 40/23/28 befor me. I just had a simple billing question the old but good 'Ticket' system worked send it off some time latter  a reply simples.

Staff seem ok once you get to them but the top management are making them use a useless way of talking toe customers. Plusnet we the pesky customers pay for a service ( and the wages) so if you want to keep us  sort it out fast

[#14]

@bucksboy

Try using twitter or Facebook to contact Plusnet. 

[#15]

SpendLessTime BUT not everyone wants a Bookface / Twit        account