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Telephone support hours changing at Plusnet

alext05
Grafter
Posts: 162
Registered: ‎16-12-2013

Telephone support hours changing at Plusnet

Just read this on ThinkBroadband. It says that "From 13th July 2015 our UK customer support lines will be open from 7.30am to 10pm every day."
http://www.thinkbroadband.com/news/7015-telephone-support-hours-changing-at-plusnet.html
329 REPLIES
sjptd
Grafter
Posts: 486
Thanks: 4
Registered: ‎01-09-2014

Re: Telephone support hours changing at Plusnet

https://www.plus.net/ dropdown on About Us still says 'Multi-award winning broadband provider with 24/7 UK based customer service.'  and https://www.plus.net/home-broadband/satisfaction/ still claims 24/7.
They obviously believe it is an important part of what they offer, so they must believe it will be significantly detrimental to their customers if they stop providing it, and therefore a get out of contract free issue.
Of course, as long as they continue to provide 24/7 on old contracts (including rolling contracts) that would not apply. 
jab1
Aspiring Champion
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Registered: ‎24-02-2012

Re: Telephone support hours changing at Plusnet

TBB didn't supply a reference, this has not been advised on here - are we sure it is correct?

CRT like to comment?
John
Moderator
Moderator
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Registered: ‎11-01-2008

Re: Telephone support hours changing at Plusnet

but the quote on the TBB article does seem to have come straight from the PN marketing machine.
so I think we need to take it as truth Sad

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

Community Veteran
Posts: 19,101
Thanks: 443
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Registered: ‎31-08-2007

Re: Telephone support hours changing at Plusnet

Well as far as I'm concerned, that's a change to Terms and Conditions.
SpendLessTime
Aspiring Hero
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Registered: ‎21-09-2009

Re: Telephone support hours changing at Plusnet

First they came for the tickets, we did not stop them.
Then they came for the 40/20, and we did not stop them.
Now they have come for the 24 hours phone support, and we cannot stop them.
Next it will be the UK call centres as people costs are where the real savings are to be had.
Finally they came for the brand and it changed to TalkTalk!
jab1
Aspiring Champion
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Registered: ‎24-02-2012

Re: Telephone support hours changing at Plusnet

Yup - does look like a PN style quote, but it would be nice if they advised customers first. Angry
As an aside, with my weird sleeping pattern, I would be more likely to use them between 0100-0700, but as I'm not normal, suppose I'll have to live with it.
John
jab1
Aspiring Champion
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Registered: ‎24-02-2012

Re: Telephone support hours changing at Plusnet

Quote from: georgelnx
First they came for the tickets, we did not stop them.
Then they came for the 40/20, and we did not stop them.
Now they have come for the 24 hours phone support, and we cannot stop them.
Next it will be the UK call centres as people costs are where the real savings are to be had.
Finally they came for the brand and it changed to TalkTalk!

Scarily, I referred to the TalkTalkism of PlusNet in an earlier thread (can't remember which atm), and got no response.
John
Community Veteran
Posts: 38,460
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Registered: ‎15-06-2007

Re: Telephone support hours changing at Plusnet

Something is bit wrong
At present Business Support is Monday to Friday 9.00 - 17.00 and then the support is handled by the residential support team https://community.plus.net/forum/index.php/topic,140834.0.html so are they going to convert the Business Support to 24/7 which given the call waiting time for Business at present seems to be a problem in the making
Community Veteran
Posts: 19,101
Thanks: 443
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Registered: ‎31-08-2007

Re: Telephone support hours changing at Plusnet

Perhaps the statement is in error and it's the business support line hours being extended. Press release possibly written by the same [censored] that recently re-wrote the Ts&Cs Crazy
Community Veteran
Posts: 38,460
Thanks: 1,031
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Registered: ‎15-06-2007

Re: Telephone support hours changing at Plusnet

God - you are even more cynical or is that jaundiced than me
Even I didn't think of thst one  Roll eyes
Community Veteran
Posts: 19,101
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Registered: ‎31-08-2007

Re: Telephone support hours changing at Plusnet

Well your theory may hold water Jim -
https://www.plus.net/business/why-plusnet-business/
PS. re your last - both (now).
Community Veteran
Posts: 19,101
Thanks: 443
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Registered: ‎31-08-2007

Re: Telephone support hours changing at Plusnet

At time of posting this -
Business call stats
Current calls waiting Longest call waiting now         Average answer time today
0.17                          25 minutes and 29 seconds 25 minutes and 29 seconds
Maybe that's why, they'll catch up with Residential soon Roll eyes
Community Veteran
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Registered: ‎10-04-2007

Re: Telephone support hours changing at Plusnet

Just a reminder to everyone who has a login on the thinkbroadband site that you can change your rating at http://www.thinkbroadband.com/rate.html during the month, so if you rated them before they announced the dropped 24/7 support you can change your rating if you consider it appropriate.
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)
Superuser
Superuser
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Registered: ‎05-11-2008

Re: Telephone support hours changing at Plusnet

Looks like more cost cutting from PN , they seem to be getting good at it at the moment ( along with the 40/20 to 40/2),
It would have been nice of PN to inform it's customer base first, before informing 3rd parties.
But lets all remember , PN will do us proud
Regards
Mike
Mike