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PIP Helpline/New Claims Line waiting times
Hi everyone,
I’d be grateful if we could use this thread to record experiences of wait times on the phone numbers for:
1. PIP New claims - 0800 9172222
2. PIP Helpline - 0345 850 3322
Please post the following:
1. New claims or helpline?
2. Date.
3. Time call initiated.
4. How long you waited before getting through to agent.
I know people want to post other stuff about how annoying Vivaldi is, experiences with other phone lines etc. There are other threads for that if you want: http://www.rightsnet.org.uk/forums/viewthread/8720/
So let’s try and keep this one clean (you know what I mean).
We can then use it as an evidence base for how long it is taking to get through at different dates / times of day.
I’ll start:
1. Helpline.
2. 30/09/2016.
3. 12:14 approx.
4. 14mins 28 secs.
2 today
1 helpline (both)
2 30/09/16
3 09.10 & 12.30
4 15.06 & 13.53
1. Helpline
2. 29/09/16
3. 12.56
4. Call is recorded on my phone as having lasted 27 mins 7 secs, I can’t have been speaking to an adviser for more than ten minutes so I would record an estimated hold of 15 mins.
1. helpline
2. 28/9/16
3. 3.20pm
4. didn’t get to speak to an adviser, cut off first then redialled and on hold for 30 minutes before I gave up
1. helpline (same case next day)
2. 29/9/16
3.8am
4. 25 mins on hold, 10 mins with adviser then adviser had to call me back and a further 20 mins speaking to adviser before finally cleared up
1. Helpline.
2. 04/10/2016
3. Called at 14:02
4. Waited 3mins 13seconds.
1. Helpline
2. 04.10.16
3.14.37
4. 11 minutes
Hi everyone,
I’d be grateful if we could use this thread to record experiences of wait times on the phone numbers for:
1. PIP New claims - 0800 9172222
2. PIP Helpline - 0345 850 3322Please post the following:
1. New claims or helpline?
2. Date.
3. Time call initiated.
4. How long you waited before getting through to agent.
I know people want to post other stuff about how annoying Vivaldi is, experiences with other phone lines etc. There are other threads for that if you want: http://www.rightsnet.org.uk/forums/viewthread/8720/So let’s try and keep this one clean (you know what I mean).
We can then use it as an evidence base for how long it is taking to get through at different dates / times of day.
1. Helpline
2. 04.10.16
3.14.37
4. 11 minutes
1. Helpline
2. 05.10.16
3. 09.26
4. waited 5 mins - a record!!
1. New claim
2. Wednesday 05/10/2016
3. 10.15am
4. 1st attempt - call terminated itself after 2 minutes without getting on to hold. 2nd attempt - waited 15 minutes to get through.
1. Helpline
2. Thursday 06/10/2016
3. Called at 4.35pm
4. 30 minutes wait time.
10/10, helpline, start 11.07, waited 2 minutes… TWO MINUTES!
11/10, helpline, c.16.00, only waited a couple of minutes if that!
Maybe they are starting to get the new call centre staff online.
11/10, helpline, 16.10, 5 minutes
11/10 - new claim. 30 minutes and then cut off. Gave up on second attempt after 20 minutes.
6/10/16 3:00pm 30 minutes then gave up
Client tried again the next day and got through after waiting 25 minutes.
This was concerning as it was a DLA to PIP migration and the deadline was looming.
12/10/16 - 17.19 - helpline - answered on the first ring!