NOOO – 14 November 2012
BT are an Excellent company I've worked for Orange and spot on in relation to BT Whosale or WBC. Plusnet worst Broadband Brand to work for 1st line technical support is all about process flows? it takes 5 hours to go through the process flows like exactly like Indian technical departments but you have remotely an English speaking person at the end of the phone but to simplify why not just run a KBD? I was told I wasn't allowed even though I was a technical trained fault manager from orange using the eco+ WBC IPS networks the company hates people that come to them with experience and do not allow equal opportunity. The DPA structure of this brand is beyond me you will work for Mad As A Fish Metro Net John Lewis Partnership and Waitrose. John Lewis have their own department all the others are randomly sent to you making call ques stupidity. Be prepared when an MSO hits this brand you will have a flood of over 100 calls with a handful of around 30-40 agents on the forecast. Now to top it off the routers PN provide are rubbish CPE and package with WITH usage allowance which is highly frustrating for customers. Bare in mind this is cheap broadband so you do and will get elderly people and computer illiterate customers that takes about 1 hour to get them to find the enter key or what is a web address bar. After that they blame you for AHT (average Handling time) this is in relation to after call and during call the KPI's and SLA are unrealistic. Oh and when you try to authenticate a router with an 80 year old bloke or woman on the phone just getting them to locate to the default gateway good luck. Oh last thing the ticket system is useful especially for sending e-mails but be prepared for the shocking layout of the notes they don't go in chronological order by date which will again take up your call time so finding one relevant piece of information is beyond a joke. Overall rubbish brand to take internet with rubbish treatment from this company would never recommend it and 18K in a city is like 15K normal wage bare in mind traffic in Sheffield is beyond a joke and you will work 6 days in a row on the rubbish shift patterns they offer.