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What went wrong?

fadeaway
Grafter
Posts: 41
Registered: 13-09-2010

What went wrong?

Back when plusnet was smaller, I was impressed by the fast call queues.
I just called up for the first time in a couple of years and was greeted by a 25 minute wait.
No thanks.

Sky are offering me free broadband for 6 months, £80 cashback and £25 M&S vouchers.
Plusnet are offering a year's half price broadband to new customers but not existing customers. Wtf? Is this how you treat existing customers? Shocking. If when I do actually get through to talk to someone they can't offer me something decent in order to stay... I'll be off.
20 REPLIES
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: What went wrong?

Hi fadeaway,
We always try and  scheduled enough staff to cope with call demands, as there are always peaks and troughs it is not always possible to predict high spikes in calls.
You can view our current call wait times at http://csc.plus.net
Across business' now they tend to offer sign up deals for customers, that is the way it appears to be at the moment. We always try and give the best value we can to our existing customers,
I would certainly suggest speaking with our customer options team to see how they can help you.
If you have any issues at all while trying to do this please let me know.
Chris
fadeaway
Grafter
Posts: 41
Registered: 13-09-2010

Re: What went wrong?

I've been keeping an eye on that webpage last night and this morning... haven't see it dip below 15 min 'Longest call waiting now' yet so haven't bothered...
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: What went wrong?

It was quite a busy morning, If you could I'd suggest trying after lunch(2 ish).
Again it will be best to check the link I provided before you call. It's been a very very busy couple of days.
fadeaway
Grafter
Posts: 41
Registered: 13-09-2010

Re: What went wrong?

How it your average call wait 6 minutes? I've been checking that webpage for days now and it always says 15-20 mins longest wait.
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: What went wrong?

Because some calls are routed through to different departments who on average have a shorter waiting time.
fadeaway
Grafter
Posts: 41
Registered: 13-09-2010

Re: What went wrong?

Hmm 25 minutes. Would it be quicker to write a letter than to wait for a decent queue time?  Tongue
Community Veteran
Posts: 19,101
Thanks: 443
Fixes: 21
Registered: 31-08-2007

Re: What went wrong?

Try ringing up at 2ish as suggested by chrispurvey, but make it 2 a.m. there's normally no queue at all then Huh
Mayfly
Pro
Posts: 1,176
Thanks: 121
Fixes: 1
Registered: 04-06-2009

Re: What went wrong?

I thought the graph on the support stats was a rolling one, but I may be mistaken as it hasn't changed for days.
In general you need to ring before 08.00 or after 22.00
fadeaway
Grafter
Posts: 41
Registered: 13-09-2010

Re: What went wrong?

I originally posted this a year and a half ago. I actually gave up trying to get through on the phone in the end, and I even stayed on the same plan from ~4 years ago and paid something silly like £12 a month instead of the £3 or so you charge new customers. What a sucker!
Recently my internet has been rubbish though, the speeds are sluggish and my ping in a lot of games is poor.
So I decided I would try to phone up and ask for some sort of new customer deal or think about leaving.
I've tried to call numerous times, and gave up each time after a 20+ minute wait  Cry 
When I first signed up you were a relatively small company (I think I had an account at another address before this one) and the customer service was excellent, I even recommended you to others and have referrals on my account for it. I had hoped my original thread title some time ago would have been fixed by now, but it appears not.
v70ben
Grafter
Posts: 119
Registered: 19-11-2009

Re: What went wrong?

I've found on a number of occasions previously (like tonight again) that the automated voice says "We are experiencing high call demand" and that wait times are 30 minutes...
Lo and behold - in less than 3 or 4 minutes the phone gets answered.
It's my personal opinion that it's a great way to make customers use the online tools rather than the call centres Wink
Plusnet Alumni (retired) LinnPlusnet
Plusnet Alumni (retired)
Posts: 1,686
Registered: 03-02-2014

Re: What went wrong?

Hi fadeaway,
Sorry to hear you're having issues with your broadband speeds. Can you run the BTW speed tester please? - http://speedtest.btwholesale.com/
Are you experiencing slow speeds isolated to when you're playing games or is it noticeable during general use as well?
Can I ask what games you were playing when you noticed the speed drop?
fadeaway
Grafter
Posts: 41
Registered: 13-09-2010

Re: What went wrong?

Linn,
I have posted some details here : http://community.plus.net/forum/index.php/topic,126608.0.html
as it seems similar to the problem the other user is having.
Hoping to get this resolved.  Thanks.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: What went wrong?

@fadeaway
I've popped a reply on there for you.
fadeaway
Grafter
Posts: 41
Registered: 13-09-2010

Re: What went wrong?

2 weeks with no response. Did you do any tests on my line to see if everything is normal or?..