Telephone support hours changing at Plusnet

[#1]

mod:note
please can you keep it on topic.

[#2]

No notification  from PLus Net concerning changing opening hours which is a change in the Terms &  cond  but charging same price for less service sorry i demand a price reduction
was known as best Customer service in UK call centres sorr yto have lowered your standards
please PLUs Net explain no notification was really bad concerning opening hours  can we have some service and try to get what we are paying for ????

[#3]

Yeah I was going to ring them but would you know it they are closed.. 
Just been told today that my hours at work are going to be extended to 21:45 from 20:00 #NoSupport4Me 
.....
better watch how many emoticons I use... got told off recently 
Anyway I was mean't to feed back on this... I took this complaint to Plusnet.. and at first they where very determined that this wasn't  change to our contracts, but then when I done some legal investigating and pulled up Ofcom's Regulatory documents of GC 9.6 or something like that I highlighted the parts of those regulations that applied to this situation and they seemed to cave  and have now removed all early termination fee's from my account.
They said that if I waited for an email about price increases I could leave charge free but I still fought on and based on Poor Performance as well as reduction in support and considering the price increase they found it was acceptable for me to leave without penalty (when I please)
Now Some will say that I just got let off because of the price increases but I hadn't received an email yet, so think of that what you will 
I did ask if other Plusnet customers in the same positions would be treated the same as I, But was given a generic answer of they can't say and its a cae by case decision... So I can't see why you wouldn't be able to leave too.

[#4]

Quote from: fletpablo

No notification  from PLus Net concerning changing opening hours which is a change in the Terms &  cond  but charging same price for less service sorry i demand a price reduction

Hi fletpablo,
I can see that you're actually on an older fibre package, and out of contract, so it may be worth calling into our Customer Options team and seeing what we can offer. If you do, the number is 08000132632 or 03301239197.
Matty

[#5]

Today around 13.00 your call wait time was up to 30 minutes with approx 60 calls in queue. Plusnet you have cut down support hours and the result is more calls bunched into reduced opening hours. It is a no-win situation and will be difficult to improve upon even as you move agents
across to peak hours to service existing customer base only what about new customer additions and resulting support capability ?

[#6]

Did you actually wait that long to speak or did you hang up? I've heard it say 15mins before and in fact there was no calls, I got straight through.

[#7]

It might depend on which Option you select and so which queue you go into 

[#8]

Well I was about to post that I reckoned the Customer support stats had been disabled to save themselves further embarrassment, see attached, it may show as updated at 3.50pm today, but the graph is stuck at 1100 - god knows which day, and I don't believe there are 0 business calls and 5.49 residential calls.
Anyway, I waited for the 1605 "update" to see what happened, and hey the graph has updated and the figures changed.
Only 13.01 calls waiting and Average answer time 2m 29 secs............Hmmm...................was that a flying pig I just saw?

[#9]

I think you are "shouting in the wind" with PN's current presentation of interest in the Forum.

[#10]

Apart from good old Adam Walker, they must all be answering the phones

[#11]

Huh!  the reduction of night time support hasn't sorted the queues ... 
I thought it would have 

[#12]

I not so sure -
Current calls waiting   Average answer time today
0.91                         0 seconds                                          
Edit: ooops,  Call Centre closed  
(Do you detect the sarcasm?).

[#13]

still 9 10th's of someone on hold too...

[#14]

Mon 20-Jul-15 08:54:21

Quote

We'll be taking down the Coms website during August and redirecting to Timico. Seeing customers lines switch over and come online on the Timico network today. A few customers who we expected to auto-reconnect haven't done, but everyone who's called in so far we've got back online very quickly. So call answer time is a bit longer than our usual 10 seconds - up at about 2 mins wait at the moment - but as more staff come onto the phones at 9am and 10am we'll catch up.

Mon 20-Jul-15 10:03:07

Quote

Wait time on the phones back down to about 40 seconds if you do need to call in

From a thinkbroadband thread. 

[#15]

It just depends on the level of investment on the Help Desk (and follow up process). For a help desk on a trading floor our service level was answer call within 5 seconds, if it went to 30 seconds the call hunting included the managers phone. Once the fault was identified we'd have a engineer at the user's desk within three minutes if the Help Desk couldn't fix the fault remotely.  We found we could "make a profit" by keeping the systems reliable and having good information flows where the fault was outside of our immediate control.