Kitz Forum

Broadband Related => ISPs => Topic started by: pooclah on December 15, 2018, 04:51:57 PM

Title: Plusnet
Post by: pooclah on December 15, 2018, 04:51:57 PM

I didnít realise how bad this budget ISP had got.

My son is with them and has no dial tone on his landline and no internet.  Heís just rang them to report the issue only to be informed that there is a 45 minute waiting time.  Who is going to stay on hold that long?
Title: Re: Plusnet
Post by: burakkucat on December 15, 2018, 05:05:14 PM
Heís just rang them to report the issue only to be informed that there is a 45 minute waiting time.

  :(  :o  :-X
Title: Re: Plusnet
Post by: pooclah on December 15, 2018, 05:20:39 PM

I think itís shocking.  For now heís put off calling them until he can get a shorter waiting period and is using the Wi-Fi of his kind neighbour.
Title: Re: Plusnet
Post by: jelv on December 15, 2018, 05:28:22 PM
Has he tried reporting it on-line: https://www.plus.net/my-account/tools/phone-troubleshooter
Title: Re: Plusnet
Post by: pooclah on December 15, 2018, 05:54:54 PM

Iím not sure but Iíll pass on that link - thank you.
Title: Re: Plusnet
Post by: j0hn on December 16, 2018, 04:32:31 AM
He rang them just before you posted at 4:50pm and it was busy, and you're surprised by that?
Peak of the peak.

Wait times have increased, but they have a number of ways to contact them.

If he wants an instant answer at peak from a UK rep he's probably gonna have to pay more than he does now.

I switched to Plusnet in October and couldn't be happier. I've had to contact them twice about different queries and was answered within 5-10 mins both times.
I didn't call at peak time.
Title: Re: Plusnet
Post by: Chrysalis on December 16, 2018, 09:28:59 AM
We all have different standards I suppose.

I expect no queue at all off peak and your quoted 5-10 mins would be reasonable at peak.
Title: Re: Plusnet
Post by: Ronski on December 16, 2018, 12:10:57 PM
I would suggest calling first thing in the morning, they used to have a graph which showed the average call wait time over the course of the previous 24 hours but that seems to have been changed.

http://www.plus.net/supportpages.html?a=212&helpheader=rhmcallstats
Title: Re: Plusnet
Post by: pooclah on December 16, 2018, 04:24:29 PM
He rang them just before you posted at 4:50pm and it was busy, and you're surprised by that?

Surprised that they were busy Ė no.  Surprised that the estimated waiting time to talk to somebody was 45 minutes Ė yes.

If he wants an instant answer at peak from a UK rep he's probably gonna have to pay more than he does now.

He is aware of this and as this is the second time in a matter of weeks that heís had this problem,  the difficulty contacting Plusnet and getting them to accept there is a problem without jumping through hoops he is considering changing provider.


Title: Re: Plusnet
Post by: pooclah on December 16, 2018, 04:26:36 PM
I would suggest calling first thing in the morning, they used to have a graph which showed the average call wait time over the course of the previous 24 hours but that seems to have been changed.

http://www.plus.net/supportpages.html?a=212&helpheader=rhmcallstats

Thanks for the tips  Ronski, Iíve no idea if heís aware of that page but Iíll pass the link on. 
Title: Re: Plusnet
Post by: kitz on December 16, 2018, 11:51:33 PM
The call wait times are dreadful.  They've been promising for years it would get better, but it never has.   Agree it depends on what time of day you call.


Although saying that I was shocked a while ago whilst ringing up for someone else at about 2pm ish. I'd said to them, it may be a while before I get through and carried on having a convo with the person whose line it was.   Only to be totally surprised when the call was answered within a couple of mins.  Typical - make me out to be liar  :lol: :lol: 
Title: Re: Plusnet
Post by: adslmax on December 25, 2018, 10:51:15 AM
PN are going downfalls lately. I lost faith in PN now and can't wait to get out of this <deleted> company.

[Moderated edited.]