Time to answer

[#1]

So we can see Andy on-line here tomorrow morning?  After he's finished his cornflakes of course.
To be honest that is a bit of a "Can't tell you how good it is..." reply.

[#2]

Quote

Also, the main change that is coming into play, is the sheer amount of new staff that we will be taking on.

Would someone give the record player a nudge please - the needle's stuck.

[#3]

Nudging the record player is next on the list after launching the new billing and provisioning systems. The nudge will be along really soon.

[#4]

I said I would post the latest reply I received to my email to Andy Baker. Here it is:

Quote

Thanks for getting back in touch. Unfortunately, it's not my team that deal with the forums anymore I'm afraid but I will see what I can do about the Social guys keeping the forums posted. I appreciate how you feel about it, Leeds was indeed intended to resolve these problems. It is up and running and doing a really good job at handling a good chunk of calls we're receiving but it isn't up to capacity yet. Please don't feel like I'm just giving you the regular answers. The company does have a solid plan in place right now to resolve the issues but it's going to be a little while longer. I know it's hard for our customers at the minute and frustrating for you all getting through when you need us but it won't be too long. Your patience really is appreciated. Kind regards,

I must stress this hasn't come from Andy Baker but one of his staff. Maybe Andy doesn't have an email account

[#5]

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I must stress this hasn't come from Andy Baker but one of his staff. Maybe Andy doesn't have an email account

Could he have dictated it?   

[#6]

I doubt it. He doesn't seem to visit the forums to know what is going on with his customers. Previous CEOs have introduced themselves and given us an overview of the plans they have for customers.

[#7]

Quote from: James

Guys - Let's be clear.  We want to be able to answer the phone as soon as possible and we need our second site to be open to allow us to do so.  We also have some massive projects which will complete in the next 6/12 months to improve our provisioning (mainly automation) and billing engines. I know I've used the "we are recruiting heavily" card before, but it is absolutely the truth and with Leeds open, we'll be able to quickly bring in new staff to ensure that we answer your calls as soon as possible.  The waiting times currently are not of the standard we expect from ourselves and fully recognise the need to improve.

I wonder whether Andy Baker's representative's answers carry any more weight than James' answers did? As far as I can tell, the situation has got steadily worse since we were assured in 2013 that Plusnet were concerned and were doing all they could to correct the situation. I see no reason to believe anything we are told - we are just being fobbed off.

[#8]

@EM, seems like a classic case of the left hand not knowing what the right hand is doing
Whilst all this confusion is happening Andy Baker remains silent. Reminds me of Nero who fiddled as Rome burned.

[#9]

Now been waiting to be answered for 45 mins.  Not good enough Plusnet and you used to be so good.  Live chat was quick but couldn't help 

[#10]

Now been waiting one hour.  This is ridiculous and unacceptable.  Giving up no, have better things to do. 

[#11]

It seems that Ofcom is getting impatient with BT (BBC report), maybe the message will filter through to the management of PlusNet too?  Certainly this thread is evidence they are not listening to customers on this forum.

[#12]

It says a lot that while many of Plusnet's technical development staff appear to be on LinkedIN, few of their management of customer facing employees seem to use it. I wonder why that might be ?

[#13]

@AA,
There is a mile of a difference between listening and acting.  People are listening, that is clear because we hear the same replies - jam tomorrow but more stale bread today.
This lament has been going on for years as has the promise of new business systems to make the root issues go away.  There is no clear sign that any of the "jam" will be delivered soon.  The only metric anyone around here seems to care about / is watching, is the growth in user numbers, being sought at any prices, at no price or indeed being bought for £75 with no commitment to stay beyond the free contract period.  Call wait times, number of missed calls, chat wait times, number of missed chat sessions, ticket response times, ticket elapsed age, no show appointments... I could go on ... are the true measure of service capability.
Until customers are acquired at a rate which the business can service (both within and by BTOR) at a fair market price, PlusNET are not likely to have the financial resources required to do the right things.

[#14]

Perhaps PN should have more meaningful data showing re queue as Hermes use; see below

[#15]

I'm sure a new call queue management system will be next to be implemented right after the new billing and provisioning system.