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Telephone support numbers

Trebor
Grafter
Posts: 96
Registered: 30-07-2007

Telephone support numbers

Reading through the latest newsletter I came across this statement.
Quote
Therefore to encourage use of the 0845 number for general enquiries we are removing the 0114 number from the main page footer and also the 'how to contact us' section of the website. If you do need the 0114 number for a specific reason it will remain available on the index page of our help and support section.

I consider this a step back in customer service, I know the regional number will be retained, but it's being removed from the page footer, isn't that as good as hiding it away.
The consumer association is campaign to do away with 08 and other chargeable numbers, for those of who don't pay for regional numbers it would seem a round about way of charging us for what would normally be free calls.
The decision to publicise the o114 number was a welcome step forward, now you've taken a step back,
9 REPLIES
Community Veteran
Posts: 18,806
Thanks: 265
Registered: 12-08-2007

Re: Telephone support numbers

I fully agree.  Using a mobile phone the 0114 number is free within my monthly allowance but the 0845 number isn't.  This could be costly.
paulby
Grafter
Posts: 1,619
Registered: 26-07-2007

Re: Telephone support numbers

There was a blog about this in November.
There is mention in the blog of a 03 number which would mean calls would come out of inclusive minutes on phone packages. 
From the blog:
Quote
However, this does present one immediate disadvantage. The Call Manager platform will only allow non-geographic telephone numbers which would mean that we would be unable to keep our 01142 telephone numbers. We are however, looking at implementing non geographic 03xx telephone numbers, which cost the same as calling a geographic one.
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: Telephone support numbers

Guys - bear in mind this section:
Quote
Therefore to encourage use of the 0845 number for general enquiries we are removing the 0114 number from the main page footer and also the 'how to contact us' section of the website. If you do need the 0114 number for a specific reason it will remain available on the index page of our help and support section.

And..
Quote
We would like you all to know that we are continuing to look at possible alternatives that will allow us to offer both support on a convenient phone number and an improved call experience through the network IVR. We'll keep you posted.

Which is saying that the number is remaining in the help and support section of our website and will continue to function.  We're also looking at ways to continue to offer a convenient number for our customers.
More news when we have further confirmation, but that might be a few weeks yet.
chickendippers
Grafter
Posts: 58
Thanks: 2
Registered: 30-08-2008

Re: Telephone support numbers

Apologies for bringing up an old topic, but I've just noticed this myself. I'd be interested to read the full article especially as the newsletter page hasn't been updated for ages: http://www.plus.net/features/news/
However it is definitely a step backwards, it was one of the key reasons I signed up with PN. However if you were to replace both geographic and 0845 numbers with an 03 number I would be happy - as that is included in all calling packages and having only one number makes it easier for customers.
At the moment I'm glad I didn't lock myself into a further 18 months with the unlimited *coughs loudly* service, as recently there have been a few changes recently I'm not terribly excited about.
Community Veteran
Posts: 26,718
Thanks: 931
Fixes: 10
Registered: 10-04-2007

Re: Telephone support numbers

http://community.plus.net/newsletters/ for later newsletters.
jelv (a.k.a Spoon Whittler)
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chickendippers
Grafter
Posts: 58
Thanks: 2
Registered: 30-08-2008

Re: Telephone support numbers

Thanks. Perhaps a member of staff could see about getting the link in the main site footer updated? It's still pointing to the old page!
Quote
We’ve noticed that recently we’ve been taking a lot of support calls on the 0114 number.

Increasing call volumes on the geographic number would suggest to me that people are wising up to 0845 call charges. I'd like to see PN take the initiative on this one.
198kHz
Aspiring Champion
Posts: 3,489
Thanks: 421
Fixes: 11
Registered: 30-07-2008

Re: Telephone support numbers

So would I. I've "Asked the Boss" (Reply 20)  http://community.plus.net/forum/index.php/topic,74457.16.html
but an answer appears not to be forthcoming yet.  Roll eyes  http://community.plus.net/forum/index.php/topic,74642.80.html
Remember you are unique - just like everyone else
EnglishMohican
Aspiring Pro
Posts: 310
Thanks: 55
Fixes: 1
Registered: 08-04-2009

Re: Telephone support numbers

Reference reply #3.
Have a few weeks passed yet? Seeing as it is now April, most people would say YES; so what is the news, when will a 03 number be available?
Moderator
Moderator
Posts: 18,701
Thanks: 1,955
Fixes: 247
Registered: 11-01-2008

Re: Telephone support numbers

Hi EnglishMohican,
If you look in the bosses answers thread you'll find what you're looking for.
Looks like no 03 number but the 0845 will become free for PN phone customers.

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