not the best start

[#1]

Hi Shutter,
The portal data is uploaded regularly from our UK phone system, this only takes into account residential calls that are going to one of the UK CSC 'huntgroups'. Any calls going to our colleagues in SA are not reflected currently on the portal page.

[#2]

When we make a call to 0845, at what stage does that get allocated to Sheffield or SA? When we are in the queue for one or the other, do we ever get reallocated if the call could be answered quicker in the other centre?

[#3]

Where your call goes depends on what option you choose. Once your call is allocated to a call queue it won't get reallocated.
@shutter, I wasn't ignoring this thread, I was waiting for some answers regarding upcoming changes to the IVR, and if we can make changes to the portal page. I'm still waiting for those answers as the people I need to speak to weren't in the office yesterday.

[#4]

Quote from: Chris

Hi Shutter, The portal data is uploaded regularly from our UK phone system, this only takes into account residential calls that are going to one of the UK CSC 'huntgroups'. Any calls going to our colleagues in SA are not reflected currently on the portal page.

OK Mand.... (what is IVR ?) .. However, it shows that the system is now very much outdated, and needs an overhaul, to bring it up to a good customer service level,...(bearing in mind the number of customers that have been added to PlusNet since it was installed, and now has the added option to route calls to SA..... )
(Mand responded to jelv as I was typing this )
As Jelv point out, no-one knows what happens when you dial in to the 0845 number, and it seems a bit " underhand" not to keep customers PROPERLY informed of how long they are likely to wait, and not keep relying on the continual apologies for the automatic system being "sometimes (?) inaccurate" (to quote another famous saying)  

[#5]

OFGS - IVR - SA - b*ll*cks
If data is wrong it's worse than no data at all. Remove it - it's not rocket science.
If there's one thing I've learned over the last week or so it's that ALL ISPs are inefficient, truth economists. Don't worry about how long your customers wait for anything - you're not going to be at a disadvantage - you're all as bad as one another. Why do you think after all this I've still signed up with you? Hobson's choice that's why.

[#6]

so far this thread has been about the misleading/untrue/wrong/contradictory info spouted by support. Having signed on the preverbial dotted I'll keep documenting misleading info. So here's the latest.
On the phone on tuesday 5th I double checked how long it should take before my broadband is up and running with PN. I was told by Chris (who seems nice enough) about 5 working days.
This was confirmed by email on the 5th - 5 working days.
email received on Wed the 6th. "Overall, this process normally takes 5 to 10 working days."
NORMALLY 5 to 10 - so why tell me 5?
Plusnet, plusnet, plusnet - I don't mind if it takes 10 days, I don't really mind if it takes 20. Just for once - please, please, please - now I'm begging - just once see if you can just tell me the truth.

[#7]

Provisioning orders take us 5 working days, it looks as though the order was placed the morning after I called you for the MAC code (called you on the 5th and the order was placed on the 6th). The order has a completion date of the 13th, which is 5 working days from when the order was placed.
As I said on the phone and in the ticket on your account, once the broadband is active, we'll then place the order to transfer your phone service over to us.

Quote

I was told by Chris (who seems nice enough)

I am 

[#8]

Quote from: Chris

Provisioning orders take us 5 working days

erm.... yes Chris - as I said - that's what you told me on the phone and in your email. And I'm sure you're spot on. Now then - try to keep up   - So why does the email of the 6th say 5 to 10. You see the point I'm trying to make and have been throughout this thread is that one source tells you one thing and another source another - and as I havn't mastered esp yet that means I don't know which to believe. Oh never mind - I'll just go and bang my head on a wall for a while - far more productive...

[#9]

Sorry, it's early
The email says that so we can take into consideration delays in the order being placed or system problems with BT. Your order is happily chugging along and due to complete on the 13th.

[#10]

I think I'd rather be told 5-10 days and it take 5 than be told 5 days and it take 10!