Further downgrade of C/S

I received an email this morning from PlusNet to say the are cutting the Live Chat time to 12 - 4 Wed/Thur/Fri with no weekends. How much further down can the C/S go before customers start leaving?

That does not tell the whole story. This is the full text of the email:

As you'll be aware, our Live Chat facility has been unavailable for a number of days. We're really pleased to confirm we'll be switching this back on but for reduced opening hours. Chat will be available 12-4 Wed/Thu/Fri this week but with no availability on weekends. We'll be reviewing performance to make a decision on Thursday and will communicate that decision later this week.

We apologise for the continued degraded service and assure you we're working incredibly hard to get this back up & running ASAP.

Edited by kasg (Thu 31-Aug-17 12:36:14)

The email at the end seems to indicate this is an unexpected issue???

Is that possible??

Does Plusnet have to have an agreement with a software holder of something to operate online chat system or is this just a load of rubbish to put in the email?

They ran out of staff to answer phones seems the most likely reason

In reply to a post by GeorgeLloyd:

How much further down can the C/S go before customers start leaving?

Just 2 more weeks for me. though my reason for leaving is due to the way that they charge much more at some exchanges.

In reply to a post by GeorgeLloyd:

How much further down can the C/S go before customers start leaving?

It was one of thee reason why i left, not the only reason but it was a factor

All1

Update:

Posted: Fri, Sep 01 2017 at 11:44:55
Subject: Live Chat - reduced opening hours - UPDATE

Since the Bank Holiday we've been reintroducing live chat for periods of the day, to help us understand the impact on call wait times, as well as our ability to handle the number of chats coming in too.

With this in mind we've taken the decision to operate chat over the following times next week:

Mon - Tue: 12:00 - 16:00
Wed - Fri: 11:00 - 17:00

Please note that we do also offer support via the Facebook, @plusnethelp on Twitter and our Community forums at community.plus.net

Kind Regards,

Plusnet Support

All via broadband, which is little help when it is down. Less on-line support and more telephone support would be better.

I looked at PN - you do get what you pay for. This is true. I wanted a way to see what I use every month but without the hassle of having to mess with a router - I wanted something the ISP end.

Plusnet's stats are no longer accurate and they class IPTV as Netflix - so this is not counted, so a waste of time considering them really. That was before this latest CS drop - which makes it even more.

All via Internet yes - but a pretty good proportion of the population have smartphones these days so have an alternative method at getting at online support other than their main broadband line. Phone is still needed for those that don't have this option or would prefer direct conversation but Internet access is a good option for many even when their broadband line is down.