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Poor Customer Service Availability

Posts: 1
Registered: ‎11-07-2017

Poor Customer Service Availability

I'm a new Plusnet customer currently still waiting for order updates since I placed my order on the 25th June. I understand one of the reasons for the delay in my order is because I mistakenly provided the incorrect phone number initially so I can accept that may have caused some delays. However I have already had several negative experiences with Plusnet service before my order is even completed:

-Although I did provide an incorrect number which stalled my order, I wasn't notified and only found out when I chatted into Pluset when my Sky contract didn't terminate on the date they gave.

-Chat queues are ridiculously long. I waited 30 minutes yesterday to chat in to an advisor, and when the chat was unexpectedly disconnected mid-way through support, I had better things to do than wait another 30 minutes to reach someone else (like sleep). I also seem to be getting kicked out of chat queues if I leave the tab for too long, so I have given up on that avenue of contact.

-Phone queues are also way too long. I was informed I would be waiting 15 minutes for an advisor when I called in today, which wouldn't be too bad, but I eventually waited 40 minutes before someone answered. They spoke to me for 2 minutes before the line dropped, and nobody attempted to call me back. It's evident that there aren't enough agents available to take calls.

-I'm currently 25 minutes into another hold waiting for someone on the line and I'm already sick of spending all my free time trying to get in touch with Plusnet about my order. I'm this close to cancelling.

I do understand that the reason for my delay was because I gave the wrong number during initial setup but spending all this time trying to get in touch with someone is very tiring. As I type this I have been disconnected from a second phone advisor who has also not attempted to call me back. Is it too much to ask to be able to get in touch with someone without having to write off my entire afternoon?

Plusnet Help Team
Plusnet Help Team
Posts: 8,675
Thanks: 1,352
Fixes: 456
Registered: ‎01-01-2012

Re: Poor Customer Service Availability

Sorry to hear about the issues you've had.

If you can PM me the correct number I'll see what I can do

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team