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Plusnet customer service waiting times up to 45 minutes!

Have had problems with contacting Plusnet by phone for some at least 18 months now. Waiting times up to 30 minutes. But this week they excelled themselves - 45 minute wait to try and upgrade my service! I can understand longer waiting times for support, but to wait 45 minutes to give them more money is taking the "P".

They claim it's because of the BT takeover, but it was bad long before that. It seems that Plusnet can't differentiate between sales and support and just filters all the calls through the same routing...
I've set up contact centres - it's not rocket science. You set up the call queues to favour sales enquiries - particularly if you're about to launch a major campaign. And you can monitor the call queues, waiting times and processing times in minute detail so they cannot be unaware of the situation!

And don't believe the stories about "we're recruiting and training more staff". It takes a maximum of 6 weeks to train a basic customer service agent - not 18 months. They're just letting the calls stack up to keep their costs down.

Let's hope when BT brings their contact centres back onshore they also incorporate the Plusnet one... even BT's waiting times are better than Plusnet and that's saying something.

Plusnet, you should hang your head in shame. It's not difficult to provide a much better service than this!
 
I think that you should bring this matter to the attention of Ofcom as they do take action against ISP's who are providing particularly bad customer service.

If we don't keep Ofcom informed, then they can't take action to remedy these examples of particularly bad customer service.

This example goes against everything that Plusnet suggests its providing in its latest string of adverts about customer service.
 
A/ BT bought PN ages ago.

2/ Only 45 minutes?? I have had a call go for 94 minutes on hold, then they picked up/hung up on me.
 
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I was with PN right at the very beginning when they changed their terms and conditions and caused a riot and lost an awful lot of customers. Their customer service was bad then and it doesn't look like it has changed at all.

All of this doen't change the need for customers to make OFCOM aware of the failings of ISPs. If we don't then we have only ourselves to blame when we get shoddy service like this!
 
I was with PN right at the very beginning when they changed their terms and conditions and caused a riot and lost an awful lot of customers. Their customer service was bad then and it doesn't look like it has changed at all.

All of this doen't change the need for customers to make OFCOM aware of the failings of ISPs. If we don't then we have only ourselves to blame when we get shoddy service like this!

OFCOM are useless, the only way to punish a bad ISP is to take your business elsewhere.

The only problem is, there is a steady stream of new idiots who think they are going to get a good service for a few pennies and sign up.

The ones that get me are the ones who switch from another cruddy ISP such as TT, pay almost exactly the same - yet expect the service to be great.

BTW, a few times I have mentioned a friend who pays BT 50p per month more than I do for half the speed.

I was wrong, he pays £10.50 more than me on average per month for half the speed, he forgot the £5 call package he never uses, and the £5 BT Sport package he never watches; neither of which he realised he was paying for.
 
Got given the "we are training more staff" excuse almost a year ago.

Still the same, so I transferred to Sky. ;)
 
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