Gov.uk pension phone line repeatedly cuts out

Frustrated17m

Spent over two hours on hold to clearly understaffed gov.uk pension line this morning. Three times I eventually got through and as soon as someone spoke to me, the line cut out. My phone is on the table in front of me, untouched, so it is their fault. Are other people experiencing this?

I am unable to apply for my (2-years deferred) state pension online without an 'invitation code', which according to their website is only available for me by phoning in.

pinnks

I called to claim my the other day, selected new claim and was connected within 5 minutes in the middle of the day.  All done and dusted within another 5 minutes.  Did you select the correct menu option?

Alternatively you can request a code on GOV UK

Bettie

I was OK phoning in to say I wanted to collect pension but it wasn't so good when I wanted to claim the deferred lump sum. I eventually got through, he said it was the wrong number and he would connect me. I ended up back at options to go through it all again..and again...and again.  Took a long time. 

RIXOBOHO

how do you get to speak to anyone in future pension getting near to the April 2025 deadline please help

J63320

I can’t explain why it should cut out after someone has answered, but if you are calling 0800 731 0469, there is a reason they might be extra busy this morning. I’ve just got my copy of Radio Times, and Paul Lewis’s Money column is advising pensioners that they will be better off if they get their pension paid weekly, and that they should call that number to arrange it.

molerat

RIXOBOHO said:

how do you get to speak to anyone in future pension getting near to the April 2025 deadline please help

It is only going to get worse from now on especially as Martin will no doubt be giving it another mention in the near future.  You need to start dialling just before opening time to be in with a chance.  

https://www.bbc.co.uk/news/articles/cn4zjnd2llyo

HMRC has denied running a "deliberately poor" phone service in an attempt to push taxpayers to seek help online instead.

Nearly 44,000 customers were cut off without warning after being on hold for more than an hour last year, a report by a committee of MPs found.

It warned HMRC's service had got even worse since then and urged the tax authority to take responsibility for failing its customers.

What is it you specifically need to know ? Most of the questions around which years will add value etc can be answered here, it can quite easily be worked out from your forecast.

Cliffmas

I have been trying to contact someone at 0800 731 0469 for several weeks now. You need to call them if you want to register to view your previous state pension payments online. 

After waiting for just over nine minutes, listening to a recorded message stating, "We know you are waiting to speak to an agent. We will answer your call as soon as an agent is available," the call gets disconnected. 

This service is incredibly frustrating and unhelpful.

molerat

Cliffmas said:

 You need to call them if you want to register to view your previous state pension payments online. 

What service is that ? As far as I am aware there is nothing that shows previous pension payments.

The service is totally overwhelmed and there is little that DWP / HMRC could have done to prevent it.  There is no way they could train extra staff to deal with the queries and the cost for what is a short term need would be enormous.  If people had taken responsibility and sorted things out in the 12 years available then it would not have come to this.  Then there are those phoning up "just in case" when all the information needed is fairly easily accessible so adding more strain on the system.

Hoenir

Cliffmas said:

This service is incredibly frustrating and unhelpful.

Well if several million people are recommended to use that number. No great surprise the resulting tsunami swamps the system for months.