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Cut off twice by your Broadband helpdesk -0800 432 0200

ValleyBoy
Newbie
Posts: 3
Registered: 09-02-2013

Cut off twice by your Broadband helpdesk -0800 432 0200

I have twice tried to contact your Broadband Helpdesk this morning to report a fault , and both times I was told there was an approximately 30 minute wait.
After holding on for almost 20 minutes I was automatically cut off. This happened twice between 11.45 and 12.40.
As a brand new customer I have not been impressed with your level of service.
8 REPLIES
alanf
Aspiring Pro
Posts: 1,931
Thanks: 77
Fixes: 1
Registered: 17-10-2007

Re: Cut off twice by your Broadband helpdesk -0800 432 0200

That is shameful.
FYI you can find out the (alleged) wait times here.
http://www.plus.net/supportpages.html?a=212&helpheader=rhmcallstats
I suppose it is easy to keep the wait times low if waiting calls are cut off before they are answered.
Mayfly
Pro
Posts: 1,127
Thanks: 100
Fixes: 1
Registered: 04-06-2009

Re: Cut off twice by your Broadband helpdesk -0800 432 0200

I agree it is annoying, it happened to me the other with my local hospital after a 15 wait and I got to number 2 in the queue and I got off but I can't imagine anyone at PN would do it deliberately. I've read a couple of threads where this has happened at around the same waiting time, perhaps there's a flaw in the system?
davidj66
Rising Star
Posts: 612
Thanks: 31
Fixes: 1
Registered: 04-09-2008

Re: Cut off twice by your Broadband helpdesk -0800 432 0200

I phoned early am one day last week; according to the website the average waiting time was ~ 6 minutes - after about 15 minutes I gave up and posted a Question via Help Assistant instead!!!
Razer
Grafter
Posts: 1,398
Thanks: 6
Registered: 17-11-2012

Re: Cut off twice by your Broadband helpdesk -0800 432 0200

Quote from: ValleyBoy
After holding on for almost 20 minutes I was automatically cut off.

Had it happen to me, too, recently. If you keep an eye on the forum you'll come to see that this is normal practice.
Superuser
Superuser
Posts: 9,519
Thanks: 868
Fixes: 53
Registered: 06-04-2007

Re: Cut off twice by your Broadband helpdesk -0800 432 0200

It's certainly not normal practice and if this is happening there is a fault in the system which needs to be identified and fixed. It's the nature of forums that problems get mentioned at least in the being cut off context. Being on hold longer than that might be mentioned in excessive waiting time context (which also needs to be monitored and addressed) but  'not cut off' complaints are unlikely.
David
Razer
Grafter
Posts: 1,398
Thanks: 6
Registered: 17-11-2012

Re: Cut off twice by your Broadband helpdesk -0800 432 0200

Since becoming a member late last year I have consistently seen threads where people are saying they've been waiting on hold and then cut off. All of them say they are cut off after around 15 or 20 minutes. If after just the three months or so that I've been with PN this particular occurrence is still going on I can only conclude that it IS normal practice.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Cut off twice by your Broadband helpdesk -0800 432 0200

This is something we're currently looking into as we've appear to have seen more issues of this as of late.
plusnits
Newbie
Posts: 3
Registered: 11-02-2013

Re: Cut off twice by your Broadband helpdesk -0800 432 0200

Happened to me today; when you email a query you're told it will take 35 hours to respond. V poor I'm afraid....