Telephone support hours changing at Plusnet
It wouldn't surprise me if they outsourced some departments 
and kept some UK based staff manning online communications and high level support channels.
and kept some UK based staff manning online communications and high level support channels.
Will lines close at 9.30 when the clocks go back in the Autumn?
Quote from: w23
Quote from: Anotherone ............Business Support is there 24/7 now, and as Plusnet's "case" for this reduction in hours for Residential customers is no doubt that so few people call, why can't the Business Support handle any Residential customers but in a lower priority queue?
Still no Plusnet response to this.
Quote from: Oldjim nor when I posted in the Announcement thread
Quote Why don't you just schedule the staff on phone answering so that a small number are available over night for the small number of calls
This could be combined with the Business Support which, until the latest change, used the Residential Support outside business hours
This seems a rather silly way to go about it
Sorry these weren't responded to. We're now at 19 pages with this thread, so if anything else has been missed feel free to let me know.
As you're aware; the queues always spiked more during the day, rather than at night. I think one of the ideas was trying to concentrate as much staff as possible into answering at peak times. We do have Biz staff working through the night, however they use this time to deal with a lot of tickets, order placement, fault testing etc. Whilst it is a good idea, I don't think they wanted to take resource away from that.
Matty
In that case, Matty, maybe marketing should advise those who made all the recent, to my mind, bad decisions to consider what they have done to PlusNets' reputation. 
Have been with Plusnet for about 12 years but have to say the reasons I have stayed with them all these years are starting to disappear. I sent a Ticket seeking an answer that did not require an urgent reply (as I have done for many years) only to receive a reply that I had to now make contact by phone or chatline!! On checking the website it stated that the chatline was closed. I then spent 20 minutes on the phone to speak to an adviser. I enquired when the chatline was open but they were unable to provide the opening hours! Now I see that they are to reduce the opening hours for the telephone helpline - the question is 'what is next'. I may be sceptic but it appears that Plusnet is moving more towards the service provided by its owner who as we know is BT. Even their telephone package is starting to be the same as BT - they are again rising their prices. I joined, and stayed with Plusnet, because I felt that a smaller company could provide a more personal service than the big boys but it appears that Plusnet is starting to lose what I expect from it. Maybe time to move on. 
Quote from: jab1 In that case, Matty, maybe marketing should advise those who made all the recent, to my mind, bad decisions to consider what they have done to PlusNets' reputation.
Precisely my point. If Marketing didn't offer the right advice, or it was ignored, then the person(s) that made the decision should be held to account.
Did you know that this forum software automatically alters Minus-net (without the hyphen) to Plusnet? 
So it does foxy 
except it's a small "p" on plusnet. I would no doubt have discovered that at some point
You can bet your bottom dollar now that it's been mentioned, all variants will be taken care off
The forum rule says (my emphasis)
The name of the Head of Marketing is in the Public domain, also the names of other key Plusnet personnel are detailed here and nor are any of them people who we will have contact with on the phone or a ticket (in the normal course of events), nor have I had contact with any of them.
If the individual was no longer in that position or if a post had been abusive towards such a person, that would be a different matter.
But otherwise it seems to me, anyone complaining about any of those names appearing in posts is misusing/abusing the forum rule, IMHO!
except it's a small "p" on plusnet. I would no doubt have discovered that at some point You can bet your bottom dollar now that it's been mentioned, all variants will be taken care off
Quote from: Anotherone [Moderator's note by Dick(Strat) Staff member full name removed as per forum rules
The forum rule says (my emphasis)
Quote This includes the names of staff members who you may have had contact with via a call or ticket.
The name of the Head of Marketing is in the Public domain, also the names of other key Plusnet personnel are detailed here and nor are any of them people who we will have contact with on the phone or a ticket (in the normal course of events), nor have I had contact with any of them.
If the individual was no longer in that position or if a post had been abusive towards such a person, that would be a different matter.
But otherwise it seems to me, anyone complaining about any of those names appearing in posts is misusing/abusing the forum rule, IMHO!
Quote from: vilefoxdemonofdoom Did you know that this forum software automatically alters Minus-...
Oooh You'll get [Censored] for using a phrase that will bring our esteemed provider crashing down
The power of a word!If only that much effort was paid to listening to the subscribers' views on the support hours. They should have had a youtube clip ready explaining their motives.