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Support Call Centre wait times

ianoffwell
Dabbler
Posts: 11
Registered: 11-01-2014

Support Call Centre wait times

It's a simple question which requires a simple answer. Poll open for two weeks and results viewable after you vote.
adie:green made the vote results visible to everyone regardless of vote.
15 REPLIES
198kHz
All Star
Posts: 3,313
Thanks: 315
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Registered: 30-07-2008

Re: Support Call Centre wait times

Definitely  - yes.  Sad
I was helping a friend to report a fault, but because PN were insisting it was a 'copper line fault' (and should therefore be reported to BT Retail - who insisted the line was OK), it took three calls to get the fault accepted.
Average waiting time was 20 minutes. Not good, but there are several reports on the forums of far worse.
It's been a regularly recurring problem for several years now. There are periods when it improves, but it never seems to last very long. There have been countless threads about it, and we're reassured that people are being recruited, trained etc - things will get better soon....
We can only hope that the imminent opening of the new Leeds call centre will improve the situation on a more permanent basis.
Remeber you are unique - just like everyone else
gofaster
Rising Star
Posts: 364
Thanks: 11
Registered: 01-08-2007

Re: Support Call Centre wait times

Quote
imminent opening of the new Leeds call centre

I think it has been open for a few weeks now. Hopefully they are still recruiting/training and the call/ticket times will come down to acceptable levels
Community Veteran
Posts: 3,380
Thanks: 4
Registered: 18-01-2013

Re: Support Call Centre wait times

Would it not be beneficial to put an extra option "Not had to call them" ?
I last called PN around 11 months ago.
deekay
Grafter
Posts: 209
Registered: 05-08-2007

Re: Support Call Centre wait times

I agree with DomS.
I haven't phoned them for about 5 years! (owing to hearing problems, it wouldn't be any use my trying to phone them now!)
In my opinion, the poll needs the extra option to be a balanced one.
Keith

 
Superuser
Superuser
Posts: 3,005
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Registered: 10-04-2007

Re: Support Call Centre wait times

Not clear what purpose will be served by THIS poll that is not already being addressed in the thread  http://community.plus.net/forum/index.php/topic,122115.0.html?
The problem has been acknowledged and is being addressed by Plusnet - The effectiveness of the new call centre in solving the problem is now being monitored.
It will still take a little while to become stabilised and reduce the Ticket backlog though
Maurice
Community Veteran
Posts: 3,380
Thanks: 4
Registered: 18-01-2013

Re: Support Call Centre wait times

I think he's venting off a bit of steam after his recent problems with Plusnet.
In reality, the majority of PN customers seem to be pretty happy but as is always the case for forums, people tend to come on with their problems so things appear to be a lot worse than they actually are.
Having said that, I'm just glad I've had no issues recently.
KK
Grafter
Posts: 109
Registered: 06-01-2014

Re: Support Call Centre wait times

I think it is essential to maintain pressure on the players in the privatised utilities market.  In many ways, they continue to behave in exactly the same way as the nationalised industries which they replaced.  The response that "The problem has been acknowledged and is being addressed by Plusnet - The effectiveness of the new call centre in solving the problem is now being monitored.  It will still take a little while to become stabilised and reduce the Ticket backlog though", is a bit like saying "Please stop whinging - we will provide the level of customer service which suits our purposes at any given time, get over it"
The suggested additional question could indeed be a meaningful addition to the poll, but would probably receive very few responses because customers who haven't had to call Plusnet recently are much less likely to read the question in the first place.
Another useful question might be 'has the poor level of Plusnet's customer service caused you to take your business elsewhere?'  In my case the answer would be a resounding 'yes'!
When I first starting using Ebay, I thought that the obsession with the need for 'Positive Feedback' was a bit over-the-top, but hey - on Ebay, I have never received anything but immediate responses, first-class service and transparently competitive pricing.
Community Veteran
Posts: 26,656
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Registered: 10-04-2007

Re: Support Call Centre wait times

Quote from: DomS
Would it not be beneficial to put an extra option "Not had to call them" ?
I last called PN around 11 months ago.

In that case (with the poll as it stands) you vote no.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
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ianoffwell
Dabbler
Posts: 11
Registered: 11-01-2014

Re: Support Call Centre wait times

For those of you who haven't had to call, why on earth would you enter a poll that is ALL ABOUT CALLING. Are you MAD or simply stupid?
crobertbailey
Grafter
Posts: 157
Registered: 23-01-2013

Re: Support Call Centre wait times

Waiting time today 30 mins gave up @33 mins
Andyukuk
Dabbler
Posts: 13
Registered: 30-11-2013

Re: Support Call Centre wait times

Called early this morning ,7am'ish  call time 15 minutes and was answered well within the time........ Tec operater I spoke to very helpful and well satisfied with service I received... Smiley
Community Veteran
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Re: Support Call Centre wait times

Quote from: ianoffwell
For those of you who haven't had to call, why on earth would you enter a poll that is ALL ABOUT CALLING. Are you MAD or simply stupid?

No, it's the only way to see how the voting is going because you hid the current results until we've voted!
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)
newagetraveller
Rising Star
Posts: 431
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Registered: 03-08-2012

Re: Support Call Centre wait times

Quote from: ianoffwell
For those of you who haven't had to call, why on earth would you enter a poll that is ALL ABOUT CALLING. Are you MAD or simply stupid?

This could have been written a bit more politely! Sad
Something along the lines of - please don't vote if you haven't contacted CS during the past week. Smiley
Three mobile, 1,2,3, PAYG. https://www.three.co.uk/Store/SIM/Pay_As_You_Go
Community Veteran
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Registered: 10-04-2007

Re: Support Call Centre wait times

Quote from: DomS
Would it not be beneficial to put an extra option "Not had to call them" ?

Roll eyes
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)