Hi all, just to say that advisers in NI use the number 0845 300 3946 to contact Preston and they are reporting real problems in getting through on this line.

This may be an old chestnut, but wonder if anyone else having same problems? Many thanks.

We use the same number.

I think the problem is that they ahve a very limited queueing system. The public number allows them to put many people on hold for a long time, but the adviser's line does not have this facility.

I cannot remember the last time that I didn't get the message saying they were experiencing particularly heavy call volume blah blah blah..., and it doesn't seem to matter when you call.

HOWEVER in almost all cases I have managed to get through by repeatedly redialing within the five minutes. (It may not sound good but that makes them easier to contact than our local council, or local DWP offices which can take half an hour to get through to).

I think you just need to persist. High call volume seems to just mean that the 10 lines* are all busy with maybe a couple of people on hold. It is not the sort of "high call volume" the main line may experience with many people being on hold for half an hour. And there isn't a lot of choice, it may often be easier to get through on the main number (where you can just sit there with the phone on speaker phone) but they almost certainly won't speak to anyone but the client.

*Can't remember where I heard it was 10 lines, probably on here somewhere.

Many thanks. Interestingly enough I sent an email through to the Adjudicators Office becausde I felt that might have been useful for the AO to shinme a light on this area. They were helpful and highlighted 0845 3003900, took on board the issue and said would contact the TCO on my behalf. Will await a response.