Call centre waiting times are horrendous!

[#1]

Day 1 of Plusnet and received my email to say I am now connected but I have no internet. I have tried to fix it myself using the troubleshoot guide without success. I have currently been on the phone listening to a pre recorded message saying they are busy for the past 1hr and 26 minutes. It seems from social media that Plusnet have poor customer service! Customer service is non existent and I am really disappointment. I will writing a letter of complaint to cancel this evening.  I can't put up with this every time I need help. I also tried the online chat..29 people in front of me. How are you supposed to get help to resolve the issue! Shocking!

[#2]

Sorry for the long wait times we are working on getting these down.
I can see you've got through to our Tech support team and everything appears to be sorted now?

[#3]

Quote

Sorry for the long wait times we are working on getting these down.

Mmmm, seems like I've been reading the same message for a couple of years!!

[#4]

And the rest.

[#5]

Quote from: Matthew

Sorry for the long wait times we are working on getting these down.

can you tell us how you are working to do that?
as it seems that whatever you have been trying for the past years hasn't been working, if anything the times have been getting worse.

[#6]

I had occasion to call customer services twice on Thursday to upgrade to fibre.
Was through virtually straight away both times - on second call I had to be transferred and was quoted 1.5 mins wait which was about right

[#7]

that was probably customer options who have a different queue

[#8]

Don't mind waiting a couple of mins but the music was painful to my 80 year old ears 

[#9]

Quote from: Matthew

Sorry for the long wait times we are working on getting these down.

Sorry Matthew but based on your lack of action during the whole 'capacity issues' thread, and combined now with your statement above that I have been hearing for years, forgive me if I don't have much faith in your comment.

[#10]

Quote from: nadger

I had occasion to call customer services twice on Thursday to upgrade to fibre. Was through virtually straight away both times - on second call I had to be transferred and was quoted 1.5 mins wait which was about right

Sales and customer options are obviously high priority to Plusnet as no opportunity to extract cash from customers can be missed.
Support however...

[#11]

Agreed! I've had to phone them 6 times! Everytime call wait times are over 15mins once 32mins
If they spent as much on recruitment as they did advertising we'd probably see these times fall.
Apparently my probably is down to open reach messing about my internet was apparently live 3 days ago day 4 and no service...

[#12]

@foxycoxy you've just resurrected a 2015 thread. But the problem still exists 

[#13]

Well that's a worry if it's been a problem since 2015! How did they win which customer service award with shuch long wait times!

[#14]

Moderators Note.

Old thread locked, poster has started new thread.