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We'll do you proud - in 45 minutes' time

jonespm
Newbie
Posts: 1
Thanks: 3
Registered: 07-12-2016

We'll do you proud - in 45 minutes' time

This is the third time I've tried to contact Plusnet to obtain technical support (that I couldn't find by searching online or checking out a forum). Each time I've been confronted with 'unusually high call volumes' that meant a wait of 45 minutes or more. The other evening I ended up waiting nearly an hour for a chat session to start, then it took half an hour to have a simple conversation because it took the support agent so long to respond each time.

Come on Plusnet, what's going on? Have you taken on too many customers to provide decent support any more? Has BT cut your budgets? Or have I really, honestly been calling at times when you are busy and failing to call when all your staff were sitting at their desks twiddling their thumbs?

Your cheery, straight-talking brand is taking a pounding. I feel really bad that I've recommended Plusnet to all our family members and just hope they won't ever need to call you for support. They were used to getting through within a few minutes to BT...

2 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 2,144
Thanks: 372
Fixes: 116
Registered: 22-08-2015

Re: We'll do you proud - in 45 minutes' time

Hello there,

 

Really sorry about the long call queues; we are in the process of training new recruits in an effort to bring down the waiting time back to acceptable levels.

 

To be honest, there are brief periods where the queues for Tech Support drop to a few minutes, even zero, but doesn't appear to do that at any particular time of day I'm afraid.

 

Anything we can help with on here? Feel free to let me know by private message with your username too and I'll see what I can do.

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
rongtw
Seasoned Hero
Posts: 6,973
Thanks: 1,531
Fixes: 12
Registered: 01-12-2010

Re: We'll do you proud - in 45 minutes' time

@Anoush ,,,,,,,,,Really sorry about the long call queues; we are in the process of training new recruits in an effort to bring down the waiting time back to acceptable levels.               HuhHuh?Huh

PN has been saying this for YEARS Ticked off  when are we going to hear something new ?

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