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Standard User ukwiz
(fountain of knowledge) Thu 13-Nov-14 16:39:19
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Unable to contact Plusnet


[link to this post]
 
I recommended Plusnet to a friend. He signed up online, and now cannot get through to customer service. Wait times on the phones is 15 minutes. He is now reconsidering his order!

I thought that Plusnet had increased their CS staff to cope with long queue times - obviously not

While he was signing up there was a chat option. How do you get to that normally?

David

BT (poor) -> Zen (excellent) -> O2 (started well, went downhill -> IDNet (No complaints - but 100GB cap) -> Zen (unlimited- but no ipv6)
Standard User ian72
(eat-sleep-adslguide) Thu 13-Nov-14 17:09:47
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Re: Unable to contact Plusnet


[re: ukwiz] [link to this post]
 
15 minutes is short compared to what it used to be. Have they got some form of Internet connection already? If so, they could use the online ticket system and/or the forums.
Standard User RobertoS
(elder) Thu 13-Nov-14 17:11:40
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Re: Unable to contact Plusnet


[re: ukwiz] [link to this post]
 
As he has signed up he can register on the Community Forums. That might be a good idea, as those are monitored fairly closely by more senior support than the front-line phone people.

My broadband basic info/help site - www.robertos.me.uk | Domains,site and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 56.4/14.5Mbps @ 600m. - IPv4BQM IPv6BQM

"Angels can fly because they can take themselves lightly." - G K Chesterton.


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Standard User kasg
(fountain of knowledge) Thu 13-Nov-14 21:24:05
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Re: Unable to contact Plusnet


[re: ukwiz] [link to this post]
 
In reply to a post by ukwiz:
I recommended Plusnet to a friend. He signed up online, and now cannot get through to customer service. Wait times on the phones is 15 minutes. He is now reconsidering his order!

15 minutes? It's not perfect but it's hardly "cannot get through" and surely not long enough to reconsider an order. Put it on speaker and do something while you're waiting.

Kevin

plusnet Unlimited Fibre - sync approx 60000/20000 at 450m - BQM
Using OpenDNS
Domains and web hosting with TSOHOST
Standard User kasg
(fountain of knowledge) Thu 13-Nov-14 21:25:41
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Re: Unable to contact Plusnet


[re: ian72] [link to this post]
 
In reply to a post by ian72:
If so, they could use the online ticket system ...

Not the best idea if you want a fast response. As suggested, phone or community forum is likely to be much quicker.

Kevin

plusnet Unlimited Fibre - sync approx 60000/20000 at 450m - BQM
Using OpenDNS
Domains and web hosting with TSOHOST
Standard User longedge
(member) Fri 14-Nov-14 08:08:57
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Re: Unable to contact Plusnet


[re: ukwiz] [link to this post]
 
Both calls I've made recently were answered in around 5 minutes or just over despite an initial recorded warning of a 15 minute wait. Better that way than waiting 15 minutes after being promised 5.

More important to me by far is that when I get through, I speak to someone who is more or less local to me i.e. no language problems at all. I have limited hearing and don't want to make things worse by speaking to someone who I have difficulty understanding.
Standard User ian72
(eat-sleep-adslguide) Fri 14-Nov-14 09:24:17
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Re: Unable to contact Plusnet


[re: kasg] [link to this post]
 
In reply to a post by kasg:
In reply to a post by ian72:
If so, they could use the online ticket system ...

Not the best idea if you want a fast response. As suggested, phone or community forum is likely to be much quicker.


Seems you ignored this part of my post:

and/or the forums


I gave both options as the OP doesn't state the urgency and therefore either could be valid alternatives to phone.

Edited by ian72 (Fri 14-Nov-14 09:25:09)

Standard User kasg
(fountain of knowledge) Fri 14-Nov-14 09:27:58
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Re: Unable to contact Plusnet


[re: ian72] [link to this post]
 
In reply to a post by ian72:
Seems you ignored this part of my post:

I didn't ignore anything, I also qualified my reply. I was just offering advice and the tone of the OP implied some urgency to me.

Kevin

plusnet Unlimited Fibre - sync approx 60000/20000 at 450m - BQM
Using OpenDNS
Domains and web hosting with TSOHOST
Standard User ian72
(eat-sleep-adslguide) Fri 14-Nov-14 09:30:26
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Re: Unable to contact Plusnet


[re: kasg] [link to this post]
 
In reply to a post by kasg:
I didn't ignore anything, I also qualified my reply. I was just offering advice and the tone of the OP implied some urgency to me.


OK, think I may be being a little too sensitive this morning.
ISP Representative thatadamwalker
(isp) Fri 14-Nov-14 12:56:34
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Re: Unable to contact Plusnet


[re: ukwiz] [link to this post]
 
Hi there,

Apologies for the wait on the phone, we're still working on that at the moment.

If there's an urgent need for support then feel free to drop me a PM with your username or a support ticket ID in this instance.

Adam Walker
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).
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