considering a lot of the capacity issues spread around this and other forums started to become more of a problem in February - March then I would say those times you said they where dead may have become busy.

has any plusnet customer had a letter or email informing them of this change?

as the vast majority of people wont be finding out via internet news sites.

No not yet but spoke to someone from Plusnet earlier, see here for chat transcript and discussion on PN Forum

According to Nic on the Plusnet Chat (Yep, Finally got through on it) Business support will be picking up our support calls after hours.

Quote
Nic: We are sorry about that, the decision was made as there was a minimal amount of contact during the hours of 10pm-7am which is why the decision has been made to change this, our business team will be moving to a 24/7 service so would be able to pick up any calls that are made outside these hours
Me: But I'm not a business customer?
Nic: They will still be able to take the overflow calls that do come through
Me: I'll await official confirmation of that but....

It's also worth noting the following from earlier in the chat,

Quote
Me: I feel this is just another change to things that I signed up to Plusnet for... so will I be getting any official confirmation of this and how does my contract stand
Nic: Yes this is something that will be changing, you will be notified of this when this is confirmed, with regards to your contract the change in hours would not effect the contracted services

Edited by mlmclaren (Thu 25-Jun-15 17:55:56)

The final reply in that quote shows the person writing it either doesn't understand the question, or is giving an opinion that wasn't worth typing. We all know it doesn't affect the contracted services, but it may be part of the contract. I imagine that revolves around a legal nicety.

As it has always been a prominently advertised feature I think it is fair to say a decent lawyer could argue it is part of the contract.

The bit about the Business support picking up "overflow calls" sounds like rubbish.

Yes I didn't bother replying to that statement... I'm sick of wasting my time with them just thought I would see the reaction... it was a weak one!

Well according to AndyH over on the Plusnet forums

In reference to community.plus.net/forum/index.php/topic,140849.msg1242285.html#msg...:

Overflow calls = additional calls during a busy period

What the support agent said was outside of the 10pm - 7am period (should be actually 7:30am), business support staff will be able to take any overflow calls on the residential side.

If you pop over you will see my response... I'm sure you can expect I wasn't happy, though I don't take his word for it and won't take much seriously until some sort of official notice comes into a box of some sort... whether that be an inbox or letterbox...

and Chris has confirmed it http://community.plus.net/forum/index.php/topic,1408...

to clarify that residential Plusnet calls will not be taken after 10pm from the 13th July.

I noticed... it's just more misleading information that Plusnet, As if the multitasking and early termination fee's lies weren't enough already theres more and I doubt this will be the last either.

Yep. Chris was quite specific. We'll just have to wait and see if we get the pleasure of individual notification. We should, but it's not looking as if we will.

They obviously don't think it presents a "significant detrimental change", as we aren't getting the required 30 days notice.

Have you had a read of this from Ofcom, link is to a guidance pdf download needs to be copied and pasted into browser:-

stakeholders.ofcom.org.uk/binaries/consultations/gc9/statement/guidance.pdf


Obviously price rises are not relevant but notification of contract modifications may be, what do you think?

Chris only confirmed what has been "announced" in certain quarters. He did in fact really contradict himself because you left out the start of his sentence....

Tony is getting answers to most of the questions in this thread,

This Question was asked ...

Business Support is there 24/7 now, and as Plusnet's "case" for this reduction in hours for Residential customers is no doubt that so few people call, why can't the Business Support handle any Residential customers but in a lower priority queue?

so he can't really say what the answer will be until Tony reports back.