Plusnet Support Call

I am very annoyed been on the phone for 1 hour and 25 minutes and the auto message kept repeating "due to a very high volume of calls. Current waiting time is 60 minutes".

What is going on Plusnet?

Now that's a familiar userid. I think you must have tried every ISP operating in the UK or at least I've come across your id on just about every TBB board I've ever read.

Have you tried prefixing the CS number with 141 to withold your callerid?

Anything we can help with?

He probably wants another SNR reset!

oh [censored] quit the sniping

oh atm plusnet are a pain in the ass concerning telephone support,

Edited by Stanman_24 (Fri 13-Dec-13 10:26:33)

It's not for me. It's for my mum line. But, they had sorted out as she forget her password on the router to connected.

Have you got her connection details written down now, somewhere you won't forget where they are?

I did but she lost it somewhere in the house can't find it. But, it all sorted now.

In reply to a post by jelv:

He probably wants another SNR reset!

No, the DLM had set my line at 3dB ages ago and it won't go lower than that. Plusnet told me that the BT DLM only do 3, 6, 9, 12, 15 and 18 on snr on it own as the DLM will work out automatically on the line depend how stable and how many errors on the line.

Edited by adslmax (Fri 13-Dec-13 21:44:48)

Obviously well known on this board too then...

It would be nice if you knew what position in the queue you were in...

I'd guess somewhere near the back with a bit of luck?

In reply to a post by MrTAToad2:

It would be nice if you knew what position in the queue you were in...

100% agree

I was held for 20 minutes trying to get through to plusnet.

Been having very very slow connection for days, and drop outs.

Its pretty well unusable.

When i finally get through the man says "oh yes, you had lots of drop outs"...... I can see a problem and will get back to you in a day.

Did he? no.

And why do I have to complain about drop outs if they are visible to plusnet? how about some proactive maintenance when this happens?

As you can probably tell i am pretty annoyed with the service, or lack of.

As the first poster said, whats going on?

In reply to a post by Moussey:

.......

As the first poster said, whats going on?

New Boss, ex BT, could be bad news....?

Let's hope he doesn't want to off load support to India which would be a nightmare, calls might get answered quicker BUT the level of service would drop with script readers instead of people who know what they are doing and can get it done

They have just opened a new support centre in Leeds

In reply to a post by Oldjim:

They have just opened a new support centre in Leeds

And the current delays are in printing out the tickets in Sheffield and sending them there by motor cycle.

In reply to a post by Oldjim:

They have just opened a new support centre in Leeds

Is it fully operational?

I don't believe so as they are still recruiting I believe http://community.plus.net/blog/2013/07/23/plusnet-to...

�By the end of March 2014, we aim to have up to 100 people working from the Leeds site, largely within customer operations. Sheffield will remain our flagship building and our 24/7 operation for the time being. The intention is that both sites will grow over the coming years.

Edited by deleted (Sun 15-Dec-13 18:15:44)

In reply to a post by RobertoS:

In reply to a post by Oldjim:

They have just opened a new support centre in Leeds

And the current delays are in printing out the tickets in Sheffield and sending them there by motor cycle.

........are they ''Gold tickets'' and you've won a visit to 'Plusnet Land' ?

Recently, or is it still being done ?

In reply to a post by RobertoS:

In reply to a post by Oldjim:

They have just opened a new support centre in Leeds

And the current delays are in printing out the tickets in Sheffield and sending them there by motor cycle.

From recent comments they might be walking rather than using motorcycle.

https://careers.plus.net/opportunities/

They are waiting for the new recruits to come from India lol.

Now you are being silly - Bradford is much closer

In reply to a post by Oldjim:

Now you are being silly - Bradford is much closer

But India is much cheaper !

In reply to a post by GeorgeLloyd:

They are waiting for the new recruits to come from India lol.

Don't forget Bulgaria and Romania.

Don't forget Bulgaria and Romania.

The majority of those who ever used Be's support will attest to their Bulgarian support team as being excellent. So much so that Sky is retaining them.

I can attest to that, they helped me out when I was with Be, the Romanians are just as good as well, I have a few Romanian friends, and they make excellent plum brandy

An interesting definition of someone good at helping out. .

I hope they treating the new call center with urgency.

I rang at 3am but provisioning closed.

rang at 9.02am, 2 mins after its opened and I am quoted average 15 min wait already, I am still on hold right now far in excess of that 15 minutes.

The provisioning seemingly overburdened as well due to what seems a buggy status/order system.

But it is clear one thing they can do right now, have provisioning staff in round the clock.

Edited by Chrysalis (Sat 21-Dec-13 09:27:33)

AIUI the Plusnet provisioning staff work Mon-Fri.

according to the phone system they do also work saturdays but less hours.

When I rang at 3am the workng hours were read out.

Ah .

Hey.

Did you get through?

When I rang again at 9.05am I got through just before 10am.

3am was a answering service telling me provisioning is closed until 9am.

Please check into why I still dont see my correct migration date if you can or ask the right person to look, its still not showing the date and instead says "We're waiting for confirmation that your broadband order, due , has completed."

Edited by Chrysalis (Mon 23-Dec-13 18:45:09)

I've just checked in the BT prov system and it's showing an activation date of the New Years Eve.

yep a few guys have now told me that, but the frontend page is still showing wrong info, thanks for checking and merry christmas.

Am I getting confused? Didn't I read you posting somewhere the other day that your Plusnet login is working?

I can login to the website.

My migration hasnt occured yet. I now know of course it wont occur until dec 31, but the order tracker seems glitched as still doesnt show the true information.

My point was that whilst this glitch exists, if eg, my migration doesnt occur on new years eve I will have to ring plusnet adding to their already overloaded call queues because of the plusnet site showing wrong information.

How long is plusnet telephone call are suppose to be back to normal, getting rather fed up of kept saying high voliume of call waiting time is 60 minutes.

I thought the support centre moved to Sheffield should be finally completed by now?

Very poor support call overall in the last two months now!

In reply to a post by adslmax:

I thought the support centre moved to Sheffield should be finally completed by now?

The support centre hasn't/isn't moving anywhere.

It has always been in Sheffield.
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Are you thinking of the additional one in Leeds?

Sorry I mean move to Leeds Support Centre?

I think it is a second (linked) call centre, not a move.

It is pretty rubbish - I suspect that it will take some time for the new centre, to be fully upto speed.

But life is easier by lpicking the right time, unless I was desperate, I'd ty to ring before 9 am or later in the evening - though early mid afternoon seems quieter as well

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