Telephone support hours changing at Plusnet

[#1]

Quote from: Mav

... why not have an on-call rota where agents could work from home answering calls and logging issues that can then be dealt with first thing if they can't be sorted over the phone?

Well, maybe if they implemented an easily found 24/7 Ticket-raising system, the customer would do the logging for them so no need for on-call agents at home. It's a system quite a few ISPs have. I wonder if Plusnet will ever think of it?
   

[#2]

Despite sending the email to Thinkbroadband, PlusNet are still, on their Web-Pages, trying to attract custom by:-

Quote

Multi-award winning broadband provider with 24/7 UK based customer service

Surely that means, now that they have sent this email, that they are "knowingly" attracting customers under the basis of mis-selling the 24/7 support?

[#3]

Quote

It looks like its time for COURT! I wonder how a judge will look at the following,

Keep us posted on how that goes!
M

[#4]

Because Plusnet seem so reticent, I asked Jess (the fount of all knowledge) and got this (attached)...

[#5]

Quote from: vilefoxdemonofdoom

I asked Jess (the fount of all knowledge) and got this (attached)...

But what you didn't include was whether you were asking domestic or business. Isn't this thread about domestic support only?

[#6]

But the changes don't come into effect till mid July so, technically, the answer is correct.

[#7]

TBF, I have hardly ever needed to contact support at all for anything, but on those very rare occasions it has always been around midnight as you get through quickly and usually get someone who knows their stuff.

oh, and plus.net telling existing customers would be nice, not just stumbling across information if you happen to turn up here.

[#8]

Whether you agree or not with the hours change, the key will be whether Plusnet's assertion that the call waiting time will be reduced is accurate or not.
If after the change the call waiting times are still horrendous, then this will prove to be a simple cost cutting exercise with little or no benefit to the customer.
Not long to wait until we find out.

[#9]

Quote from: vilefoxdemonofdoom

Because Plusnet seem so reticent, I asked Jess (the fount of all knowledge) and got this (attached)...

I asked her a more specific question!

[#10]

Quote from: joncooper

oh, and plus.net telling existing customers would be nice, not just stumbling across information if you happen to turn up here.

but that would be an admission that the changes were of a significance level to their customers that they should be communicated to their entire subscriber base.
Not a good move.
So I reckon Plusnet will be declining some posters' wish that it is disseminated  to all.

[#11]

They say we will be notified soon!

[#12]

When customers phone for help, they will hear

Quote

Your call is important to us, but we are closed.

[#13]

Predictions for call message?
"We value our customers, your call is important to us, but sadly the bottom line for our shareholders takes precedence, buying EE and football rights doesnt come cheap, but fear not in the morning you can join 100s in the call queue and listen to some great music, whacky"."

[#14]

Quote from: The

They say we will be notified soon!

Probably hidden at the bottom of the next billing email.
However, there is a very easy way out of this "mess" for Plusnet which I suggested very early in this thread -

Quote from: Anotherone

.... 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?

and I shall keep repeating that until I get a definitive answer from Plusnet in direct response to that question.

[#15]

My suspicion is that calls to the business support number will divert to someone on call at home.