plus.net customer service gown downhill?

dseventy

Hi all

Has any plus.net customers noticed a huge drop off in customer service over recent months?

Been with them a few years with no issue.They seemed quite good and attentive at first.

I had an issue about a month ago. On hold for 45mins. Then no resolution.

Complained via the website. Promised me a reply in 7 days under their "code of practice". No reply.

Then had a another huge issue (paying for service not turned on). Complained again on-line. No reply.

I have gone old school and wrote a letter! Asked for a deadlock letter for CISAS in the end.

On hold now to their "thinking of leaving us" line, estimated wait time "45 mins", and thats the line usually manned by the most helpful staff........

Is it just me?

D70

flashg67

I noticed long wait times for tech support and waiting days to update online tickets a few months ago. Must say recently it's improved for me - seems to be (only?) 10-15 minutes wait in recent weeks

egrescrimp

Yes, the customer service has gone downhill and that's why I moved my fibre connection as soon as they put up their prices to pay for the new customers.

brewerdave

They have taken on too many new customers for their own good -with the result that both call answer times and ticket response times have got excessively long.Their 2nd call centre seems to be taking for ever to make a difference !:(

I've found a couple of ways to ease the pain!!:-
1. Phone early in the morning -wait times aren't so bad - I got thru in a couple of minutes a month or so ago when ringing before 8am.
2. Post minor issues to Plusnet's forum -the staff manning that during the day seem to get things moving:)

Plusnet_company_representative

Hi all,

We're aware that our wait times can be higher than we're comfortable with from time to time and we'd like to offer our apologies.

I know this doesn't offer any immediate solutions but we're currently recruiting for both of our contact centres in order to alleviate this. So we'd expect you to notice some improvement (if you have a reason to call us) over the coming few months.

In the meantime and in case it helps avoid long waits we publish our average wait times here: http://portal.plus.net/supportpages.html?a=212

dseventy

I'd really like to be able to help with your account and make sure a friendly and experienced member of staff such as myself gives any help and support that may be needed.

Please feel free to contact us directly via our Facebook, Twitter page or our Community site: http://community.plus.net/forum/ including your username and we'll be happy to help

All the best,

Adam W
Plusnet Customer Relations Team

leodis

Hi Adam

Could you please tell me when you have enough staff to answer calls promptly? I've called several times and at different times in the day and I'm always stuck in a queue. Your hold music is awful as well, it sounds like a some dodgy recording off the radio!

Tickets take an age to answer too and rarely answer the query - they seem like quick copy and paste.

One last thing what is this award you won for customer service 'cos I'm guessing it must be the award for worst customer service.

pullenuk

They have gone downhill in the last year or so. BUT they have now improved. Recent calls have been picked up in 10 minutes which is a better time frame.

We tried to see why a fibre order wasn't working going through which they sorted. However they also phoned back about 15 mins later explaining the fibre wasn't going to improve anything (due to our location) and then offered £5 off for the next 12 months on our ADSL connection.

So customer service has massively improved.