It's true that we've been /extremely/ busy of late. Much of this is born from the fact that we've quickly outgrown our HQ in Sheffield. As you've alluded to, we've recently opened a new call centre in Leeds. The first two Support teams are now fielding live customers enquiries, we've a further 30 new staff and training and another 30 starting next week. As the new recruits complete induction training and are brought online, the wait times should improve significantly.
We're also in the process of updating the code that's responsible for the near real-time stats provided here. This will provide better visibility of the call queues/wait times at any given time.
Time will tell of course but rest assured we're working hard to improve the situation.
Plusnet Digital Care