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Help and Support?

oldhag
Newbie
Posts: 4
Registered: ‎21-02-2011

Help and Support?

I could not access the internet.Tried to phone Help and Support.Hung on the line for quarter of an hour.
Advisors were all busy. Following morning I tried again hung on for half an hour .Advisors were still all busy.
You cannot have enough advisors.
This is a 0845 number so the longer we have to wait the more it is costing.
It should be a 0800 phone number.
Dissatisfied customer.
18 REPLIES
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Help and Support?

Hi there,
It looks like there's a dropping connection there. The best thing to do would be to raise this to us via http://faults.plus.net as this will advise of all tests required, though it's well worth ensuring that the router is plugged into the master socket (the one where the phone line enters the house) without any extension cables, and also that all items plugged into the line including the router are plugged in via a microfilter.
I hope that helps,
oldhag
Newbie
Posts: 4
Registered: ‎21-02-2011

Re: Help and Support?

There was nothing wrong with my phone line.
A neighbour finally sorted out the problem for me and got me back on-line.
But what I want to know is.
Why were no advisors available?
All I kept getting was music and then a voice to tell me that all the advisors were busy and they hoped to be able to answer me soon.
 
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Help and Support?

Well it depends when you call and how busy we are, but unfortunately it looks like all were busy when you phoned up I'm afraid - sorry about that. If you need to call up in future there's details of how busy we are on our website at http://csc.plus.net so you can pick your time when we aren't busy - the call queue and average wait time are at the top of the page.
I hope that helps, and sorry your call wasn't picked up.
mikko
Grafter
Posts: 288
Registered: ‎30-07-2007

Re: Help and Support?

You didn't answer the bit about having an 0800 number - something i've been wondering about when it comes to British businesses. After all, in the USA it's pretty well standard practice to provide free numbers (1-800) even for existing customers. Even the banks have 1-800 numbers. I have a Chase account and all their numbers are free. It makes sense - do all you can to encourage not only your prospective customers but also your existing ones, it pays off down the line.
matt_2k34
Grafter
Posts: 1,300
Registered: ‎09-07-2007

Re: Help and Support?

If you call from a plusnet phoneline, the calls to CS are free.  Roll eyes

Encouraging customer uptake...
oldhag
Newbie
Posts: 4
Registered: ‎21-02-2011

Re: Help and Support?

You tell me details of how busy we are on your website at http://csc.plus.net
This was no good to me as I couldn't get on-line in the first place.
Why can you not say how many are in the line waiting?
oldhag
James
Grafter
Posts: 21,036
Registered: ‎04-04-2007

Re: Help and Support?

Hi Oldhag,
Whilst I agree that it would be really handy if we could do this, because we have loads of different "huntgroups" and different priorities for different types of calls, it's not something that we can easily do.
What we do generally do though, is record a message when we're busy, normally something like "waiting times may be in excess of 15 minutes".
I'm sorry that your call wasn't answered in a timely fashion.
Community Veteran
Posts: 17,871
Thanks: 1,634
Fixes: 19
Registered: ‎06-11-2007

Re: Help and Support?

@ old hag....
If you want to know how things "used to be" on PlusNet phone lines a couple of years ago......  20 minute waiting time ... on hold.... and 2 days 24 mins to get an answer that your ticket has been received.......
read this... and all the following posts....
http://community.plus.net/forum/index.php/topic,80676.0.html
and while you`re reading it..... they are still giving out the same excuses......
"we are training more staff, things will improve..........."    2 years on...  nothing has changed...............so not much hope is there. Roll eyes
James
Grafter
Posts: 21,036
Registered: ‎04-04-2007

Re: Help and Support?

Hi Shutter Smiley
Just to give you some hope, whilst I'm not going to comment on the call waiting times, because these *need* to improve, ticket waiting times *are* improving.
We have a dedicated ticket answering team (which I'm looking after currently) and we've seen improvements in ticket response times throughout the week and I anticipate this to be below 24 hours by the end of today.  It's not the 4 hours we aim for, but we're getting closer and I'd like to think that we'll be able to get towards that point within the next few weeks.
Longest wait on our "generic" CSC pool is currently 1 day and 17 hours.  Like I say, I expect this to be a day or less by the end of working hours today.
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Help and Support?

<cynic mode on>
James pulled rank and had a lot of call answering staff moved to ticket answering
<cynic mode off>
Community Gaffer
Community Gaffer
Posts: 17,667
Thanks: 659
Fixes: 163
Registered: ‎05-04-2007

Re: Help and Support?

Not quite Jim, the dedicated ticket ticket was started a couple of weeks ago and James is looking after them as the person normally in charge of that team is on leave this week.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Community Veteran
Posts: 26,721
Thanks: 934
Fixes: 10
Registered: ‎10-04-2007

Re: Help and Support?

[me=jelv]wonders if the improvement being seen this week reflects on the relative abilities of James and the person normally in charge[/me]
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)
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Help and Support?

* Oldjim wonders if putting Mand in charge with cricket bat in hand would have reduced the time down to minutes rather than hours
Community Gaffer
Community Gaffer
Posts: 17,667
Thanks: 659
Fixes: 163
Registered: ‎05-04-2007

Re: Help and Support?

The improvement has being ongoing for more than just this week, it's worth noting that a number of other people from around the business have also been helping out with ticket too. I'm very supportive and happy to give credit to James for stepping in while the normal person is off, but they also deserve massive credit for setting up the team, getting the right people into it and pushing them to focus on getting the pools down.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff