Customer support stats

Here to help you - our current waiting times

Customer satisfaction is extremely important to us. That's why we publish these statistics to keep everyone at Plusnet focused on your needs. If we're not meeting our target times, we'll be working hard to make improvements.

Calls to Customer Support

Call stats are updated every 15 minutes and display the average figure over this period.

Residential call stats

Current calls waiting Longest call waiting now Average answer time today
0.00 Currently unavailable 2 seconds

Last updated: December 20, 2014, 5:05 am

Inbound call handling
Calls received - updated every 30 mins

This graph represents the number of inbound calls into our call centre in any given 15 minute period. As you can see there are certain times of the day where we are busier than others. We actively monitor our peak times to ensure we always have enough people on the phones to answer your queries, without keeping you waiting too long in a queue. Please note, calls to our Sales and Customer Options Teams are excluded from the above graphing.

Business call stats

Current calls waiting Longest call waiting now Average answer time today
0.00 0 seconds 0 seconds

Last updated: December 20, 2014, 5:05 am
We don't show a graph for business calls because of the relatively low call volumes and high answer rate.

Question handling

When a customer raises a query by phone or through the Help Assistant, we raise a 'Question' (also known as a Ticket) on their account. We aim to close all Questions within 24 hours.

Average closure time Target closure time
14 hours, 58 minutes and 43 seconds 24 hours

Last updated: December 19, 2014, 3:27 pm
These question handling stats relate to questions directed at our front-line support team. More complex issues, fault investigations and issues that require the help of other departments within the business may take longer to turnaround.

Connection faults

When a customer reports a physical fault on their broadband connection, e.g. intermittent sync, we work with third parties such as the network supplier to fix the problem. Connection faults can therefore take up to 7 working days to clear.

Average closure time Target closure time
6 days, 8 hours, 17 minutes and 8 seconds 7 working days

Last updated: December 19, 2014, 3:27 pm