Genius call centre scripting!

My broadband has been up and down like a fiddler's elbow since Saturday night so I've been trying to log a fault with PlusNet. I first tried their on-line assistant but the link dropped so today I tried calling. The automated phone script for reporting a broadband problem gave a voice prompt saying "you need to have your password ready" and that currently there's a fifteen minute wait. Not sure which password they wanted I called back and tried the option for "Forgotten your password?" only to receive a voice prompt saying "you need to have your password ready". That's really well thought out isn't it?

Very clever.

And the password they will want is the one you use to log in to the plusnet portal/member centre.

Thanks ian72.

I hate these auto answer machine. I prefer directly to the advisor.

I think the 'have your details handy' message is on all routes through, I'll pass the feedback on though for next time we make any changes to the IVR.