Telephone support hours changing at Plusnet

[#1]

A quick glance at some of Plusnet's main pages reveal that they purposefully positioned themselves as 24/7 customer support provider (including by phone) that would have led to a lot of buying in:
https://www.plus.net/home-broadband/about/
https://www.plus.net/home-broadband/awards/
https://www.plus.net/home-broadband/satisfaction/
https://www.plus.net/home-broadband/package-guides/
This is not some minor feature of the packages they sell. Just saying.

[#2]

A little off topic but what are the support hours for Live Chat and, if they are 24/7, are they changing

[#3]

Looking on the Thinkbroadband thread a poster who says they used to work for PN up until January this year, informs that the night shift was 3 to 4 people  
From the PN release "This will allow us to have the majority of our staff working when customer demand is at its peak. "
If what the poster on Thinkbroadband is correct , then surely the majority of PN are already working at peak periods? If that's not the case why have PN not had the majority of staff of staff working when demand is high ?
Personally i think nothing will change much , maybe a very slight decline  in wait times . The only way in my view to get those times down is employ much more staff .
Regards
Mike

[#4]

Quote from: I

The only way in my view to get those times down is employ much more staff .

and/or to revisit training!  Given the number of posters who recount conversations with support staff who have given the wrong advice, one wonders the impact to call volumes if users only had to call in once to receive a satisfactory (and correct) answer rather than needing to call in multiple times?

[#5]

Quote from: Oldjim

A little off topic but what are the support hours for Live Chat and, if they are 24/7, are they changing

Checked with Live Chat
We are open from 9am - 9pm 7 days a week

[#6]

You have to love the way uSwitch put it - http://www.uswitch.com/broadband/news/2015/06/plusnet_drops_24_7_uk_call_centre_support/
Plusnet's much-trumpeted 24/7 UK call centre support ...

[#7]

Quote

In a statement sent out to customers, Plusnet said it is continually striving to improve its customer service, and as a result it has been looking closely at its hours of operation.

has anyone received such a statement?

[#8]

Quote from: dvorak

Quote In a statement sent out to customers, Plusnet said it is continually striving to improve its customer service, and as a result it has been looking closely at its hours of operation. has anyone received such a statement?

nope

[#9]

Errrrrrm.... NOOOOOOOO!  
Where did that quote come from?

[#10]

See here http://community.plus.net/forum/index.php/topic,140849.msg1242552.html#msg1242552
Post edited to keep the old man happy

[#11]

Sorry... I meant before it was quoted on this forum!

[#12]

the uswitch article.

[#13]

dvorak (post #111) was quoting from the website linked by the immediately previous post.

[#14]

I wonder when we'll get the answers to the questions posed. The one I'm really interested in is what happens to the unanswered calls that are in the queue at 10pm? Does the queue get closed for all new calls but the queued calls get answered even if this is after 10pm, or, having queued for some time will they at 10pm get a sorry we're now closed try again tomorrow?

[#15]

Quote

In a statement sent out to customers, Plusnet said it is continually striving to improve its customer service, and as a result it has been looking closely at its hours of operation.

Ah, the old in order to improve your service, we're scrapping part of it.
My train company pulls the same stunt too - in order to improve your service, a revised timetable is in place (and when you look half of the services have been cancelled).