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Is Anybody Answering the Phone today?

Community Veteran
Posts: 18,728
Thanks: 246
Registered: 12-08-2007

Is Anybody Answering the Phone today?

I have been trying to contact PN all afternoon. The first time I hung up after 15 minutes. I tried again and waited for 12 minutes without a reply. I am currently holding on the line again and it is 14 minutes this time. A recorded message each time says the wait is 30 minutes for a reply Huh Huh
I don't think this is acceptable service.  Why is it taking so long to get a call answered?Huh
37 REPLIES
Community Veteran
Posts: 26,695
Thanks: 918
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Registered: 10-04-2007

Re: Is Anybody Answering the Phone today?

http://community.plus.net/forum/index.php/topic,122115.0.html
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)
IngeJones
Rising Star
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Registered: 07-01-2014

Re: Is Anybody Answering the Phone today?

It's probably not a good idea to keep hanging up half way to the 30 minutes cos you have to keep going to the back of the queue.  I'd hold on for at least 40 or hang up immediately if you can't face the stated delay.
Community Veteran
Posts: 18,728
Thanks: 246
Registered: 12-08-2007

Re: Is Anybody Answering the Phone today?

I've sent an email to Andy Baker, PN's CEO. 
Mayfly
Pro
Posts: 1,158
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Registered: 04-06-2009

Re: Is Anybody Answering the Phone today?

I rang today at 1.30 and it said the wait time was approx 15 mins it took 18 to answer but I just put it on speaker phone and carry on with what I'm doing.
RichAllen
Grafter
Posts: 805
Registered: 14-09-2013

Re: Is Anybody Answering the Phone today?

I rang up last week about fiber in S3, I was waiting about 20 minutes for them to answer (fortunately I'm a fan of cheesy 80s Pop)
Moderator
Moderator
Posts: 26,694
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Registered: 14-04-2007

Re: Is Anybody Answering the Phone today?

Maybe the Monday to Friday support level including DC should be extended through the weekend to clear the backlog.
/Coat

Customer and Forum Moderator.

To argue with someone who has renounced the use of reason is like administering medicine to the dead - Thomas Paine
Community Veteran
Posts: 18,728
Thanks: 246
Registered: 12-08-2007

Re: Is Anybody Answering the Phone today?

Two more attempts. I rang off at 8.15pm after holding for 45 minutes. The recorded message said 30 minute wait.
I have just tried again. and the recording said 60 minutes - what's the point in waiting Angry
Moderator
Moderator
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Registered: 11-01-2008

Re: Is Anybody Answering the Phone today?

My line's free if you fancy a chat Wink

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

IngeJones
Rising Star
Posts: 90
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Registered: 07-01-2014

Re: Is Anybody Answering the Phone today?

We could all just phone each other and advise random things like resetting the modem, and reinstalling Windows.
Community Veteran
Posts: 6,824
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Registered: 27-10-2012

Re: Is Anybody Answering the Phone today?

Why don't PN have some kind of online interactive support where you can live chat with someone?
Most staff could multi task two or three people at once and it would save a lot of time.
Community Veteran
Posts: 26,695
Thanks: 918
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Registered: 10-04-2007

Re: Is Anybody Answering the Phone today?

You mean something like twitter? What a good idea!
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: 3,622
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Registered: 05-04-2007

Re: Is Anybody Answering the Phone today?

I see what you mean Jelv, so their strategy is to get as much new business as possible and not plan how to actually deal with it. Meanwhile all the staff can do is apologise and say how much better things will be soon (to keep their jobs).
Glad senior management coordinated the opening of the Leeds call centre with their advertising campaign then. Roll eyes
Mayfly
Pro
Posts: 1,158
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Registered: 04-06-2009

Re: Is Anybody Answering the Phone today?

I actually like live chat and have found them very good and quick to use with other companies.
Community Veteran
Posts: 1,817
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Registered: 30-07-2007

Re: Is Anybody Answering the Phone today?

At present I dread having to CALL support because of the high waiting times. PN are in the process of opening a new call centre to tackle the issue. I don't know the time scale with which they hope to open it though. I think it would be a great idea for them to actively seek out more staff with detailed experience to work on the forums and on difficult faults. The guys on these forums do a great job if only there were more of them.
podman