I used to call a fair bit in the late evenings because at one time it was better than the day, or because I may not have been home during the day/earlier part of the evening. Things have changed since then and staffing numbers increased so Ive no idea what percentage cover the night calls now, but in days of old there used to be enough to man the calls and it was very often night staff who used to catch up on the days tickets.
Their percentage of types of customers have now changed - larger numbers of customers meaning those that do ring up outside of hours will be fewer and further between. That doesnt mean there isnt a demand, I would find it more ameinable if they stretched it to midnight or even 11 and started a bit earlier.
I would hope that this also means that there are skeleton staff still available to put things out like SS reports etc.
Why I find it most surprising is that they have always been proud of 24/7 support and its one of the things that ticked boxes in the early days of DSL - but now they are becoming the budget ISP and theyve always made a big thing about the 24/7. For the past 2 yrs support times arent good despite promises that it would improve after recruiting more staff, then opening the new centre in Leeds.
I'm not too sure if I personally like the way things are beginning to slide. Ticket system, not as many CS on the forums, 40/2 etc. Once upon a time Plusnet used to be a techie ISP, but now its showing more and more signs of the budget ISP which BT seems to have it earmarked out for.
