Telephone support hours changing at Plusnet

[#1]

Yes you do but then if you click on it you are told that there a "a number" of customers ahead of you in the queue

[#2]

Quote from: tijara33

The problem is, where does one then find an isp which provides decent telephone support. Sky, BT & Talk Talk are totally useless, I write from personal experience. I believe that John Lewis are OK but obviously one pays a premium. Maybe PN now have sufficient members so that the "churn" rate won't affect their bottom line.

Commentators on TBB are quoting likes of Zen and AAISP as examples of 'Quality' ISP with only office hours or near equivalent telephone support.
Looks like if you want 24/7 telephone cover then either you get the dubious benefit of overseas call centres as per BT retail or for true quality you pay a premium for it via some sort of business package or addon.
......another end result of UK domestic broadband seemingly been driven by customers only interested in least price at any cost.
Personally I have never ever phoned customer support  - and that is in 7 years or so.

[#3]

No wasn't as soon as I typed my name a lady was chatting back to me.
Of course I guess getting more customers more important than excising ones.

[#4]

Quote from: plusnettony

...our UK customer support line

Will there be a return to a NON UK support service

[#5]

I phone Plusnet a lot from December 2013 to March 2014 and had the pleasure of 2 and a half hour waiting for an agent to answer. That wasn't a one off either as most waits were an hour plus.
I gave up ringing after that episode(I hung up as it was then half past eleven at night and I was starting to fall asleep) and just used the forum and tickets instead. But those were answered in those far off days and support people would ring you when promised.

[#6]

Quote from: I

JL hours have always been 9am - 6pm, 7 days a week , as far as i know  , they are very quick to answer the phone , but then they are more expensive

Rather like the time PlusNet introduced a premium rate support number - essentially you pay more to get support faster.
Isn't the infrastructure the same - are JL calls not handled at the same office by the same people?

[#7]

JLP will continue to offer 24/7 technical support, as they currently do - https://www.johnlewisbroadband.com/contact-us/

[#8]

Not according to that link you gave

[#9]

Technical support, all day, every day no?

[#10]

Contact us by phone
    0800 022 3300
    Technical support, all day, every day
    Customer service, 9am - 6pm, 7 days a week
    If you have your username and password to hand it'll make it easier for us to help you quickly.

[#11]

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

following that I was passed to Faults about performance issues and then to Cancellations where the operator couldn't do nothing on my account due to...

Quote

Advisor: Ok Mark, give me around 4/5 minutes to grab and consult a manager. Me: ok info: Your chat transcript will be sent to *** at the end of your chat. Advisor: Still looking through the issue now. Shouldn't be too much longer. Me: ok Advisor: So I've had a full look through the extensive issues and complaints. Advisor: There is currently someone dealing with your account who has advised not to cancel and write of the charges until it is discussed with him. Advisor: I believe you may have spoken to them a few times, ***? Me: Yes I have Advisor: He's not in at the moment so I won't be able to action anything on the account until he's back. Advisor: I'll send him an email and get him to get in touch with you in regards to this. Me: ok so am I right in thinking that I will be allowed early release from the contract? Advisor: At this moment in time I wouldn't like to say whether it's a yes or a no. Me: ok AdvisorThat decision has been left up to ***. Advisor: I'll make sure he's back in touch when he comes back. Me: oh I thought *** only dealt with *** Me: ok any idea of when *** is next in Advisor: Should be next week hopefully. Advisor: they do but, they have taken ownership of the account in regards to cancellation and fees. Advisor: So it needs to go through them. Me: oh ok... when did they take ownership may i ask Advisor: On the 18/6 Me: oh ok... so they will call me you say Advisor: I'm not sure, it'll either be a call or an email. Advisor: Sorry I couldn't help. Me: ok well thanks for your help then

I do question wether this would of been the same if I was armed with a debit card!

[#12]

Quote from: mlmclaren

Business support will be picking up our support calls after hours.

That's not what the Plusnet staff member said during your chat.

[#13]

Quote

Nic: They will still be able to take the overflow calls that do come through

That to me means

Quote

Business support will be picking up our support calls after hours.

If you disagree then please enlighten us with what you think that means?

[#14]

Tony is getting answers to most of the questions in this thread, but to clarify that residential Plusnet calls will not be taken after 10pm from the 13th July.

[#15]

Quote from: mlmclaren

If you disagree then please enlighten us with what you think that means?

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.