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Very Poor Support on Phone or Chat

Charles101
Dabbler
Posts: 12
Thanks: 5
Registered: 11-06-2016

Very Poor Support on Phone or Chat

PlusNet used to have reasonable to good support. This seems to have gone. Trying to contact on the phone its 45 min to an hour on hold. Trying to contact on a Chat session wait an hour as queue slowly shrinks than its the end of support day so just cut off with no agents available. Not good. Very poor service.

The old ticket system should be returned and the chat kept as another choice, but need more staff it seems.

3 REPLIES
rongtw
Seasoned Hero
Posts: 6,973
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Registered: 01-12-2010

Re: Very Poor Support on Phone or Chat

I agree PN used to be excellent support , but now they are going downhill Embarrassed

But i have to say i have noticed a few new staff here Wink  but i dont know if they were just moved from phone support or are actually NEW !

New staff used to come on forum and introduce themselves Ticked off

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Plusnet Help Team
Plusnet Help Team
Posts: 4,310
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Registered: 25-03-2015

Re: Very Poor Support on Phone or Chat

@Charles101 - Apologies for the wait times. Anything we can help you with?

 

@rongtw -

rongtw wrote:
New staff used to come on forum and introduce themselves Ticked off

Staff answering the phones, chat and responding to tickets wouldn't have done that unless they were also interested in using their free time in the forums.

Just 5 days ago a member of staff posted in introductions and has made a few posts in their spare time. https://community.plus.net/t5/Introductions/Hello/td-p/1377058

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
Moderator
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Re: Very Poor Support on Phone or Chat

Moderator's note by Mike (Mav)

Unhelpful post removed

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