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utterly rdiculous wait times on 'Support' helpline - Massivelly oversubscribed

danmc
Newbie
Posts: 2
Registered: 18-11-2013

utterly rdiculous wait times on 'Support' helpline - Massivelly oversubscribed

I begrudgingly moved over to plusnet from Be just before they were murdoched after hearing good things, I honestly feel cheated. Be used to answer the phone within a matter of seconds, with plusnet your lucky if they answer within an hour! After poor speeds and constant drop outs (No problems in that department with Be either) I've been forced to call plusnet umpteen times, each time I have not once had a call answered in less than half an hour, regardless of what time of day I call. These guys appear to be seriously over subscribed, call sales and you are put through almost instantly, ring for support and you can whistle. Its not the guys on the phones faults, when you do get through their great, they're just massively over subscribed and hugely understaffed.
Sort it out!
7 REPLIES
Community Gaffer
Community Gaffer
Posts: 5,269
Thanks: 577
Fixes: 5
Registered: 04-04-2007

Re: utterly rdiculous wait times on 'Support' helpline - Massivelly oversubscribed

Sad  We're working on it.  I presume you've got a fault open atm?  Is it progressing?  Or does it need one of the Digi Care team to check it for you?
Kelly Dorset
Broadband Service Manager
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: utterly rdiculous wait times on 'Support' helpline - Massivelly oversubscribed

I've taken a look over your line and placed a SNR reset, your speeds should now be just below the 5Mb/s mark, let me though if that's helped.
Superuser
Superuser
Posts: 6,775
Thanks: 856
Fixes: 55
Registered: 30-07-2007

Re: utterly rdiculous wait times on 'Support' helpline - Massivelly oversubscribed

Quote
We're working on it
Looks like somebody's done something today, longest call waiting is ~ 7 minutes, or has everyone given up calling in ?
reserved
Grafter
Posts: 617
Registered: 08-11-2008

Re: utterly rdiculous wait times on 'Support' helpline - Massivelly oversubscribed

Current calls waiting Longest call waiting now         Average answer time today       
        48                   38 minutes and 16 seconds 15 minutes and 21 seconds        Sad
Mayfly
Pro
Posts: 1,176
Thanks: 121
Fixes: 1
Registered: 04-06-2009

Re: utterly rdiculous wait times on 'Support' helpline - Massivelly oversubscribed

Well of course the info is not available at the moment but when I last checked yesterday evening there were 105 calls waiting.
Which leads me to ask does the graph actually reflect the current call waiting times as it only appears to change infrequently?
Moderator
Moderator
Posts: 18,697
Thanks: 1,951
Fixes: 247
Registered: 11-01-2008

Re: utterly rdiculous wait times on 'Support' helpline - Massivelly oversubscribed

There's an announcement saying they are switching to a new phone system and that the stats need to be re-written.

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

Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: utterly rdiculous wait times on 'Support' helpline - Massivelly oversubscribed

The stats should be back on in a couple of weeks, we'll keep you posted.