Unable to contact Plusnet

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?

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.

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.

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.

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.

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.

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)

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.

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.

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.