URGENT - Disability Service Access - major problem with the present system

[#1]

Quote from: Adam

<snip> Another issues that comes to mind with this is that we would need some way of policing this type of feature, it wouldn't take long for customers to find out that the option jumped the queue and before long it would now doubt end up this channel being flooded which would make the feature unusable for it's intended purpose.

When a deaf / disabled account holder registers with you that they are deaf / disabled, you could give them a unique pin number / password or phrase, assigned to their account

[#2]

Quote from: Petard

Can deaf customers receive calls via this system?

Yes, it can be done but Plusnet have to call typetalk direct not the deaf customer direct because it won't work in this way. If a deaf customer raise a fault broadband to plusnet then the fault supplier team will ring up deaf customer via their landline or mobile phone will be impossible for deaf client to hear it. The only way that they have to use prefix number along with landline number eg: deaf client phone number are 01922 012345 - plusnet must ring like this 1800201922012345 but plusnet seem to get confused because they never dial 18002 in the first place!
That's why deaf customers being forced to phone up plusnet themselves via typetalk is really frustrated in a long queue. This is why BT, Sky and Virgin Media reckon video sign interpreter via webcam communcation is the best way forward for both deaf client and the provider. Plusnet should do the same!

[#3]

Quote from: Adam

@goldenfibre - As mentioned in the previous post, we understand that we need to improve in the area and we're pushing to make that understanding a reality. I understand that this could well make it difficult for deaf customers to get in touch with us at certain busy points throughout the day but has there been a change in the way the Type/Text service operate with regards to holding the line? I've worked for some time on the phones within Plusnet and other call centres where wait times have been high at times and haven't ever heard of the 15 minute rule on holding before and have taken these calls outside of the 1 hour mark in the past. Given that all companies have their ups and downs with wait times, it does bring this rule into question somewhat.

Adam, If it was suggested that when Plusnet were attempting to call a customer and getting no answer they should keep trying for over 30 minutes without doing anything else in the meantime would you agree? Of course not as it would be a complete waste of time.
So your suggestion that Type/Text operators should waste that amount of time holding for an ISP who has totally failed to plan to grow their support organisation in line with the growth of customers is bloody ridiculous!

[#4]

I am taking this case with Typetalk customer service manager and Plusnet ASAP to sort themselves out once for all.