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deleted
(deleted) Sat 01-Mar-14 09:35:36

PlusNet - average of 29 minutes call waiting time?

[link to this post]

What?? I'm trying to contact PlusNet, and the average waiting time is 29 minutes, with the longest wait time being 49 minutes. Really? Has it all gone horribly wrong for them, or do they need to invest more money in their call centre?

kasg
(fountain of knowledge) Sat 01-Mar-14 09:55:11

Re: PlusNet - average of 29 minutes call waiting time?

[re: deleted] [link to this post]

It has been like this (or worse) for a long time now, lots of posts saying much the same. Fortunately I hardly ever need to call them. They are already working on getting a second call centre up to speed.

Kevin

plusnet Unlimited Fibre - sync approx 70000/20000 at 450m - BQM
Using OpenDNS
Domains and web hosting with TSOHOST

Edited by kasg (Sat 01-Mar-14 09:55:55)

deleted
(deleted) Sat 01-Mar-14 10:07:18

Re: PlusNet - average of 29 minutes call waiting time?

[re: deleted] [link to this post]

It does make me wonder why Plusnet are still advertising on TV, radio, web, and doing price promotions when they clearly can't even cope with their existing customer base.

Oliver341
(eat-sleep-adslguide) Sat 01-Mar-14 10:14:42

Re: PlusNet - average of 29 minutes call waiting time?

[re: deleted] [link to this post]

Yeah, £2.99 a month for 12 months was bound to generate some volume.

Oliver.

deleted
(deleted) Sat 01-Mar-14 10:33:33

Re: PlusNet - average of 29 minutes call waiting time?

[re: deleted] [link to this post]

Only 49 minutes. I have waited 2 and a half hours to get to talk to a person. And then they don't have the product knowledge to help.

They should have stop advertising 2 months ago and then sorted out their call centres. Appalling customer service from Plusnet these days. Would not recommend them to anyone, and currently they make BT Retail look the model of professionalism.

deleted
(deleted) Sat 01-Mar-14 11:15:30

Re: PlusNet - average of 29 minutes call waiting time?

[re: deleted] [link to this post]

I'm sure that I am missing something but the graph does not tie in with the stats shown here.
I assume the base line is the time & it's now showing 1800.

edit: I have rechecked and it's showing 1100 now. frown

Edited by deleted (Sat 01-Mar-14 11:19:38)

kasg
(fountain of knowledge) Sat 01-Mar-14 11:34:40

Re: PlusNet - average of 29 minutes call waiting time?

[re: deleted] [link to this post]

Calling at 4am is clearly a good ploy smile

Kevin

plusnet Unlimited Fibre - sync approx 70000/20000 at 450m - BQM
Using OpenDNS
Domains and web hosting with TSOHOST

deleted
(deleted) Sat 01-Mar-14 16:59:44

Re: PlusNet - average of 29 minutes call waiting time?

[re: kasg] [link to this post]

From the website: If we're not meeting our target times, we'll be working hard to make improvements.

I can't see any target time stated for answering Residential calls!

deleted
(deleted) Sat 01-Mar-14 17:52:20

Re: PlusNet - average of 29 minutes call waiting time?

[re: deleted] [link to this post]

And for faults, I love the bit that says "Connection faults can therefore take up to 7 working days to clear."

Average closure time
7 days, 17 hours, 6 minutes and 14 seconds

Target closure time
7 working days

Only been waiting since 4 December 2013 for my fault to be solved! Bit more than 7 working days.

Edited by deleted (Sat 01-Mar-14 17:53:27)

deleted
(deleted) Sat 01-Mar-14 19:11:37

Re: PlusNet - average of 29 minutes call waiting time?

[re: deleted] [link to this post]

In reply to a post by georgelnx:
And for faults, I love the bit that says "Connection faults can therefore take up to 7 working days to clear."

Should actually say "Connection faults can take up to 7 working days to clear if Openreach actually get their finger out"

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