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What's happened to support recently?

mapletree
Grafter
Posts: 644
Registered: ‎28-07-2007

What's happened to support recently?

I tried to access support over the weekend.  On the phone I got an estimate of 1/2 hour on hold.  So I raised a ticket on the web site.  It estimates a 48 HOUR delay!  I've never seen such long waits, even at weekends.  I haven''t had a reply to my ticket yet so it looks like the estimate wasn't inaccurate.  Although it's good to see that PN DO give estimates which so many companies don't.
22 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: What's happened to support recently?

At a guess - and I am sure I will be jumped all over for this - Plusnet have expanded so much recently that the support staff are really struggling and unfortunately the Sheffield office has run out of space so recruiting extra staff isn't a workable short term solution
So they are opening a new office in Leeds to allow a significant expansion of support personnel.
mapletree
Grafter
Posts: 644
Registered: ‎28-07-2007

Re: What's happened to support recently?

I guessed it might be something like this but I didn't know PN had grown that much recently.  I hope it does grow too fast.
AltF4
Dabbler
Posts: 12
Registered: ‎13-07-2013

Re: What's happened to support recently?

Service dropping intermittently
Over the WE not too bad [wait on for telephone support 1hr]..gave up
Now - i need t work so a real pita - and drop rate increased ... I dont really care about the weather -- ITS NOT MY PROBLEM -- its PN's and their carrier of choice
Tonight support wait time is 45 mins ,,,
Takes me back to my Tiscali days -which ended badly
Dont expand if you havent got the infrastructure or your renewal rate will drop off a cliff
Superuser
Superuser
Posts: 13,047
Thanks: 4,337
Fixes: 26
Registered: ‎22-08-2007

Re: What's happened to support recently?

Quote from: AltF4
ITS NOT MY PROBLEM -- its PN's and their carrier of choice

There is no choice to be made here, so there s no point pretending that a poor choice has been made.  There is only BTOR who provide the last mile, consequently all ISPs are in the same boat.  Much of their (especially rural) infrastructure is knackered and susceptible to wet weather problems, which (forgive the pun) is why PN's call centre is flooded with calls.
In the first instance, just log on to the portal and follow the faults process.  If there is a line issue which needs BTOR attendance, you will need to do that anyway, so you might just as well forget trying to contact support and self initiate the fault process.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: What's happened to support recently?

Hi AltF4,
I'm sorry to hear that you're having problems with your connection.
It might be worth taking a look through: http://community.plus.net/library/broadband/broadband-faults-guide-i-have-a-fault/ and http://community.plus.net/library/broadband/broadband-faults-guide-frequent-disconnection-fault-dcn/ for support that may be helpful before raising a fault with us.
If there's anything else I can do to help, please do let us know.
Chris Pettitt
Cloud Environments Engineer
Community Veteran
Posts: 26,746
Thanks: 959
Fixes: 10
Registered: ‎10-04-2007

Re: What's happened to support recently?

Quote from: Oldjim
At a guess - and I am sure I will be jumped all over for this - Plusnet have expanded so much recently that the support staff are really struggling and unfortunately the Sheffield office has run out of space so recruiting extra staff isn't a workable short term solution
So they are opening a new office in Leeds to allow a significant expansion of support personnel.

Support is creaking badly and yet still we see Latest Plusnet Unlimited offer reduces price and contract length.
Surely they should be easing back on sales until support can cope!
Today's Dilbert might offer an insight in to what is going on:
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
davidj66
Rising Star
Posts: 632
Thanks: 39
Fixes: 1
Registered: ‎04-09-2008

Re: What's happened to support recently?

@jelv -I'd forgotten how funny (and true!!!) Dilbert cartoons were  Grin
AltF4
Dabbler
Posts: 12
Registered: ‎13-07-2013

Re: What's happened to support recently?

OK -thats me in the naughty corner ...
In the last week I have  gone from uptime of days to hours - nothing has changed here
and again i dont really care about the PN [or their carriers]  infrastructure
I had a reasonably solid connection that is now toast, my connection is cycled - not by me - sometimes hourly [and trying to speak to someone has a Q time in excess of an hour]
#1 I am not rural
#2 I am not whinging about an engineer visit
#3 even n he sunny days my connection s flakey
Sad
 
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: What's happened to support recently?

Your connection graph doesn't make for good viewing  Undecided
<img src="http://community.plus.net/visualradius/generated/image13845283028107.png"/>
I'd suggest running through our faults wizard http://faults.plus.net and we'll be able to investigate this further.
AltF4
Dabbler
Posts: 12
Registered: ‎13-07-2013

Re: What's happened to support recently?

Been OK for a while ... now gone ropey again...plus this evening BT wholesale service info message  .
..plus PN helpdesk 40+minute wait to speak to anyone - not good service ...
I am sure you dont care - doesnt stop it being wrong CRAP
AltF4
Dabbler
Posts: 12
Registered: ‎13-07-2013

Re: What's happened to support recently?

the censored bit is x'C3' R x'C1' P .... if it smells like $h!te looks like ... etc .
PS Oh dear I just dont really care anymore .....
AltF4
Dabbler
Posts: 12
Registered: ‎13-07-2013

Re: What's happened to support recently?

PPS - sorry i got it SOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOo wrong
http://squaringthecircle.co.uk/wordpress/?p=1129
Community Gaffer
Community Gaffer
Posts: 17,682
Thanks: 665
Fixes: 167
Registered: ‎05-04-2007

Re: What's happened to support recently?

We're more than happy to help, however Chris gave you the link to the faults checker but we still haven't seen that this has been completed.
Completing the faults checker means you don't need to call in and gives us the information we need to look into the problems you're having.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
AltF4
Dabbler
Posts: 12
Registered: ‎13-07-2013

Re: What's happened to support recently?

Broadband Fault Checker temporarily unavailable