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Standard User shirehorse
(regular) Sun 23-Mar-14 23:22:44
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Poor telephone support on hold for an hour then they hang up


[link to this post]
 
I logged a support ticket early last week with a fibre broadband issues (its dropped from 75 down to less than 1 down). The ticket was closed with no response, so I openned another one on Thursday, with no response I telephoned friday, no update to ticket (50min wait on hold, only to be spoke to by a guy who job seem to involve avoiding to open a ticket and blaming the user!!!).

I tried to get through Saturday and the call just gets bumped off back to a dial tone at arround an hour of waiting. Tried this evening, at the start of the call you get a warning average time to answer 45mins, got bumped off 3 times.

5 days and the ticket has not even been looked at.

Edited by shirehorse (Sun 23-Mar-14 23:26:12)

Standard User professor973
(experienced) Mon 24-Mar-14 00:06:08
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Re: Poor telephone support on hold for an hour then they han


[re: shirehorse] [link to this post]
 
Just as I remember. Plenty of laughable awards for customer service though.

Zen Home Talk Plus - Freeola Family Broadband.
http://speedtest.net/result/2690543838.png
Standard User Spud2003
(fountain of knowledge) Mon 24-Mar-14 01:30:37
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Re: Poor telephone support on hold for an hour then they han


[re: shirehorse] [link to this post]
 
Post to the official community forums(if you haven't done so already), hopefully you may get some help - and avoid trolls.


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Standard User reserved
(fountain of knowledge) Mon 24-Mar-14 08:36:39
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Re: Poor telephone support on hold for an hour then they han


[re: shirehorse] [link to this post]
 
In case you haven't posted on the PN Community Forums, I have asked a PN rep to take a look at your post here.

Dennis
plusnet Unlimited & talkanytime
ISP Representative chrispurvey
(isp) Mon 24-Mar-14 08:45:05
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Re: Poor telephone support on hold for an hour then they han


[re: shirehorse] [link to this post]
 
Hi shirehorse,

Really sorry for your wait for a response and also when trying to get through to us.

Can you provide a ticket number or message over your username and I'll take a look at that for you?

Kind Regards,

Chris Purvey
Plusnet Support Team
Service Status :: RSS :: Email
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User shirehorse
(regular) Mon 24-Mar-14 18:05:31
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Re: Poor telephone support on hold for an hour then they han


[re: chrispurvey] [link to this post]
 
Hi Plusnet PR person,

The ticket number is #83117707, I telephoned today and was told the ticket is on hold and nothing can be done. I tried to telephone to cancel today, but there is a long wait on hold.

Why not post on your broadband status page there is a problem!!??

Why not get your staff to log phone calls against tickets???

Why boot calls in the queue before you hit an hour??

I am guessing its all down to making the KPI's look better???

The Calls to customer service stats page is showing 13 calls waiting right now, and 10mins 12seconds longest call waiting now. Yet when I called 15mins ago it warned me of a 45min wait... and am still waiting!!

All it would have taken is a simple message mid last week, sorry two or three of our core links are down we are working to resolve the issue, rather than hide behind stats and the blame the user game.
Standard User shirehorse
(regular) Mon 24-Mar-14 19:44:49
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Re: Poor telephone support on hold for an hour then they han


[re: shirehorse] [link to this post]
 
Fault still on going.
Standard User alext05
(member) Tue 25-Mar-14 09:48:29
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Re: Poor telephone support on hold for an hour then they han


[re: chrispurvey] [link to this post]
 
Very disappointed to hear that Plusnet's telephone support waiting times are still way too long.
Standard User philippercival
(fountain of knowledge) Tue 25-Mar-14 11:53:06
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Re: Poor telephone support on hold for an hour then they han


[re: alext05] [link to this post]
 
15 min today and excellent service when through.

http://speedtest.net/result/2459383290.png

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ISP Representative chrispettitt
(isp) Tue 25-Mar-14 12:33:19
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Re: Poor telephone support on hold for an hour then they han


[re: shirehorse] [link to this post]
 
I can see that you've posted on your Fault Ticket 7 times since we updated you on what is happening with your connection on Monday.

We aim to get back in touch with you within 48-72 hours of the last advisor updating you. Please allow us time to investigate the issue you're experiencing.

We're continually working to bring the call wait times down. At the moment, we admit, they aren't ideal and it's still work in progress bringing them down.

I'm sorry that you're having issues with your connection getting in touch with us, we'll be back in touch as soon as we can with further information for you.

Chris Pettitt
Plusnet Customer Support
Digital Care
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
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