Plusnet worst in phone queue survey? Thought not.
Hmm..... so much for surveys then. 
I thought it sounded so unlikely that a check-in with PN would be worthwhile. It looks like this one is the usual load of boll... er.... bullsh... er... rubbish then.
I'll go back to sleep now.
I thought it sounded so unlikely that a check-in with PN would be worthwhile. It looks like this one is the usual load of boll... er.... bullsh... er... rubbish then.
I'll go back to sleep now.
I suggest Plusnet should make an official complaint to the BBC about that report. It begins
Further down it says
It should be made clear that although the average wait they recorded was 8 minutes, Plusnet's help line is NOT a premium rate number. In fact it is local rate number and is free to many users.
Quote A survey from Which? Computing has found that most internet service providers are using premium rate numbers for their technical support.
Further down it says
Quote Plusnet customers have the longest average wait - at nearly eight minutes.
It should be made clear that although the average wait they recorded was 8 minutes, Plusnet's help line is NOT a premium rate number. In fact it is local rate number and is free to many users.
Unfortunately if my experience of dealing with Plusnet over the last few weeks is indicative, the problems mentioned in the BBC article are totally justified.
Let me start my saying I am not a newbie, I have been with Plusnet almost from the beginning and was so impressed by my early experience that I recommended them to many friends and now use Plusnet at two different locations. However, four weeks ago I started a house move and tried to contact Plusnet to arrange the cease of my old account and its transfer to my new house.
What a disaster!
I have had to ring Plusnet several times trying to get this sorted and on every occasion have spent well in excess of 10 min just trying to get through. On one occasion I waited 15 min. I have only once managed to speak to someone who I assume from his grasp of English was based in the UK. On all other occasions I have had to struggle to explain the problems to people with a very poor grasp of English who I imagine are in an overseas call centre somewhere . Every few min they would ask me to hold to get advice before coming back to me with a standard reply to a question I had not asked.
Frankly the service I have received to date is appalling and Plusnet deserve anything the BBC has written. It is now four weeks since I asked for the changeover and whilst my telephone is working my broadband is still not. To make matters worst I get emails today telling me my new telephone number (I have had it already for 10 days) but referring my broadened order back for re-submission with no idea what that means or how long it will take.
Dear Mr Hambly,
I have tried contacting you today. we have had to resubmit your order as your new number is [Removed] i am sorry for the delay on this order if there is any problems with this ring us on 08451400200
The next action on your Help Assistant Question is due on Friday 13th March at 9:00am. This Question will remain open with the BOT - DSL Provisioning until this time. Additional information is provided below:
Kind regards,
link:CSA Removed
Of course you could not contact me Robert,, like most of the population I work during the day.
GET your act together Plusnet, this is not the way to retain customer loyalty.
A very fed up and angry
Michael Hambly
[Moderator's note by Barry Zubel: CSA Agent's full name removed as per the link:rules. Personal telephone number also removed.]
Let me start my saying I am not a newbie, I have been with Plusnet almost from the beginning and was so impressed by my early experience that I recommended them to many friends and now use Plusnet at two different locations. However, four weeks ago I started a house move and tried to contact Plusnet to arrange the cease of my old account and its transfer to my new house.
What a disaster!
I have had to ring Plusnet several times trying to get this sorted and on every occasion have spent well in excess of 10 min just trying to get through. On one occasion I waited 15 min. I have only once managed to speak to someone who I assume from his grasp of English was based in the UK. On all other occasions I have had to struggle to explain the problems to people with a very poor grasp of English who I imagine are in an overseas call centre somewhere . Every few min they would ask me to hold to get advice before coming back to me with a standard reply to a question I had not asked.
Frankly the service I have received to date is appalling and Plusnet deserve anything the BBC has written. It is now four weeks since I asked for the changeover and whilst my telephone is working my broadband is still not. To make matters worst I get emails today telling me my new telephone number (I have had it already for 10 days) but referring my broadened order back for re-submission with no idea what that means or how long it will take.
Dear Mr Hambly,
I have tried contacting you today. we have had to resubmit your order as your new number is [Removed] i am sorry for the delay on this order if there is any problems with this ring us on 08451400200
The next action on your Help Assistant Question is due on Friday 13th March at 9:00am. This Question will remain open with the BOT - DSL Provisioning until this time. Additional information is provided below:
Kind regards,
link:CSA Removed
Of course you could not contact me Robert,, like most of the population I work during the day.
GET your act together Plusnet, this is not the way to retain customer loyalty.
A very fed up and angry
Michael Hambly
[Moderator's note by Barry Zubel: CSA Agent's full name removed as per the link:rules. Personal telephone number also removed.]
Just to input a little here as someone who works as part of a twam providing telephone tech support behind one of the hated call queuing systems (though we have a standard geographic number) I'd like to say that sometimes an extended wait is unavoidable as I'm sure as in a lot of similar tech support roles the priority is to work through procedures to resolve the issue and confirm it is resolved first time and it is not always possible to gauge demand to ensure enough staff are on the phones all the time, particularly as technology often has a mind of its own 
I do think PN do provide quite a good phone based tech support as on the few occasions I've had to contact I haven't been waiting long and I usually raise a ticket in preference to phoning so that they can look at any issues and then respond as opposed to being put on the spot as is the case with a telephone call.
As regards the comment above, I will generally try and phone a customer if the problem is more complex and follow it up with a mail if the customer was not available by phone as like me, the customer may work shifts so I'd cut the guy some slack on that.
I do think PN do provide quite a good phone based tech support as on the few occasions I've had to contact I haven't been waiting long and I usually raise a ticket in preference to phoning so that they can look at any issues and then respond as opposed to being put on the spot as is the case with a telephone call.
As regards the comment above, I will generally try and phone a customer if the problem is more complex and follow it up with a mail if the customer was not available by phone as like me, the customer may work shifts so I'd cut the guy some slack on that.
Better ring up now folks, zero calls waiting, average answer time today 32 seconds
Edit: someone did, it's now changed - 1 waiting, longest call waiting now 2m 32s, average today 3m12s.
Edit: someone did, it's now changed - 1 waiting, longest call waiting now 2m 32s, average today 3m12s.
