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Standard User pcoventry76
(knowledge is power) Mon 12-May-14 17:44:15
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Are the Support Stats messed up?


[link to this post]
 
http://www.plus.net/supportpages.html?a=212&helphead...

How can you have 7.45 calls? Did someone leave the phone off the hook for 4 days?

I checked them on the 8th and they said something else odd. Is this something you are aware of at PN?

Just letting you know if not (and looking with a view to calling about something)
Standard User MCM
(fountain of knowledge) Mon 12-May-14 23:09:30
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Re: Are the Support Stats messed up?


[re: pcoventry76] [link to this post]
 
Currently shows 23.09 calls waiting (!!) but even more worrying is the "Longest call waiting now" at "5 days, 13 hours, 54 minutes and 5 seconds"
Standard User RobertoS
(sensei) Mon 12-May-14 23:36:38
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Re: Are the Support Stats messed up?


[re: MCM] [link to this post]
 
Maybe the flat-lining graph is a clue tongue smile.

My broadband basic info/help site - www.robertos.me.uk | Domains,site and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 58.7/14.6Mbps @ 600m. - BQM

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.


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Standard User reserved
(fountain of knowledge) Tue 13-May-14 08:06:56
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Re: Are the Support Stats messed up?


[re: MCM] [link to this post]
 
Still waiting for a good kick, see here !!

Dennis
plusnet Unlimited & talkanytime
ISP Representative chrisparr
(isp) Tue 13-May-14 10:22:30
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Re: Are the Support Stats messed up?


[re: pcoventry76] [link to this post]
 
The 7.45 calls waiting is because that figure is an average over the last 15 minutes.

The longest call waiting is broken, we're going to remove it whilst we await a fix from the vendors.

Chris Parr
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 adslmax
(knowledge is power) Tue 13-May-14 13:26:26
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Re: Are the Support Stats messed up?


[re: chrisparr] [link to this post]
 
I think it disgraceful for the phone support waiting time is taken too long but there shouldn't be too long to wait because it expand two call centres now in Sheffield and Leeds.

Come on Plusnet - get your phone call answered more quickly. As TalkTalk, Virgin, Sky and BT are all answered within 5 minutes while Plusnet taking over 30 minutes to answered and good job it wasn't billed for premium rate call support.

I give up on Plusnet support call and use community forum instead.

Edited by adslmax (Tue 13-May-14 13:27:47)

ISP Representative chrisparr
(isp) Tue 13-May-14 16:27:29
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Re: Are the Support Stats messed up?


[re: adslmax] [link to this post]
 
If you're basing that on the support stats (which is what this thread was about) then as I've mentioned they are wrong and broken.

Chris Parr
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 pcoventry76
(knowledge is power) Tue 13-May-14 18:03:07
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Re: Are the Support Stats messed up?


[re: chrisparr] [link to this post]
 
Fair enough.

I got through in a few minutes so that was fine. I just wanted to raise it as I suspected you already knew about it. I would be shocked if you didn't IMHO
Standard User pcoventry76
(knowledge is power) Tue 13-May-14 18:04:09
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Re: Are the Support Stats messed up?


[re: adslmax] [link to this post]
 
In reply to a post by adslmax:
I think it disgraceful for the phone support waiting time is taken too long but there shouldn't be too long to wait because it expand two call centres now in Sheffield and Leeds.

Come on Plusnet - get your phone call answered more quickly. As TalkTalk, Virgin, Sky and BT are all answered within 5 minutes while Plusnet taking over 30 minutes to answered and good job it wasn't billed for premium rate call support.

I give up on Plusnet support call and use community forum instead.


I'd rather wait and talk to the UK. Sorry but I would.

And it's a freephone and you can use weq4u so you don't have to wait any time at all once you are through the IVR
Standard User adslmax
(knowledge is power) Tue 13-May-14 19:32:03
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Re: Are the Support Stats messed up?


[re: pcoventry76] [link to this post]
 
I didn't make any calls to plusnet, last time was last December when I raised the fault team over fibre loss of connection but it was my own router updated firmware itself and that's why I had to reboot the router to get back online. I shall remember that next time. Openreach modem stayed connected.

Edited by adslmax (Tue 13-May-14 19:33:04)

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