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PIP Helpline - difficulties getting through/disconnected and/or engaged tone?
Hello
Is anyone else having issues with the PIP helpline?
Yesterday I got cut off after just passing through the automated questions - once it went dead immediately, the second time I had a brief spurt of an engaged tone before the line went dead.
Colleague yesterday was on hold from 4 pm and cut off at 5.30.
I have spoken to someone on the helpline this afternoon (after 1hr 9 minutes) and they were unaware of any issues.
However colleague subsequently today had both the immediate cut off and an engaged tone.
We’re aware of busy times, and quite frankly I prefer to get cut off after 3 minutes than 90 (oh the RAGE) , but we need to be able to get through.
I cannot remember the last time I got through in less than about an hour
I do remember when it was alleged that Saddam Hussain could prepare weapons of mass destruction more quickly than it now takes to get an answer on the PIP helpline
[ Edited: 24 Mar 2023 at 04:44 pm by Stainsby ]Yep but - the cutting off/engaged tone is new though, no?
Been cut off a few times but not got the engaged tone yet
Not hearing of any issues. We’ve had staff discussing calls to them today. Delays? Yes? Other issues? No.
Social Security Scotland’s Child Disability Payment line is just as bad if not worse. I spent from 15.30 on Friday to 16.35 waiting on someone picking up the phone but it never happened and had to give up. The same problems encountered with the Scottish Child Payment line.
Jim
we’ve had a couple of clients complaining of being cut off while on to PIP.
I’m getting similar trying to call DLA this morning.
It’s a new pattern of nonsense; that’s for sure.
We are having issues too.
A copy of my recent case note in calling PIP 0800 121 4433:
Called PIP enquiry line 0800 121 4433 @13:57 cut off at 49 minutes in
Called again as above a further 4 times and cut off each time at 5 minutes twice, 14 seconds and 1 minute
Called again as above 15:15 and connected at 16:17 call duration including escalating issues to case manager 1hr 48 minutes.
I complained about the excessive waiting times along with explaining that the process is effectively ‘shutting out’ vulnerable callers. Case manager was sympathetic and my bulleted list of 10 complaint points seemed familiar to them.
I am cut off regularly. Just twice in a row. Have decided to press 1 to opt into the feedback questionnaire at the end of the call!
Cut off this morning after the automated “tell us your phone number” question.
Tried again but got the engaged tone after all the automatic questions.
Third attempt, now 27 minutes in and counting.
Edit: cut off after 51 minutes.
I had reason to call late on yesterday. Gave up at the forty minute mark as I value having a home life. There was a time that a call at 4:50pm would result in staff staying to answer. Nowadays you get a sense that you’re on hold but actually everyone has gone home. Previously had a couple of reports where someone did answer the call just before 5pm; briefly apologised; explained it was their “home time” and ended the call.
We have had three different instances of this in the last week.
DWP has acknowledged that it is having issues meeting demand again -
‘... due to recent higher volumes of calls than forecast, from the 24th of April and throughout May, we are deploying dedicated telephony specific resource to the Personal Independent Payment telephony lines which will give better support when dealing with sudden increases in traffic.’
More: https://questions-statements.parliament.uk/written-questions/detail/2024-04-16/22084
we are deploying dedicated telephony specific resource to the Personal Independent Payment telephony lines ...’</blockquote>
Would be helpful if they could issue statements in English.
I have said it before and I will say it again, if they either sorted their postal system out and it didn’t take 2 weeks for a PIP2 to arrive (or they gave longer than a month to return it), they would probably have tens of thousands of less calls to deal with as everyone would not be constantly ringing them to ask for an extension on the deadline for returning them.
DWP has acknowledged that it is having issues meeting demand again -
‘... due to recent higher volumes of calls than forecast, from the 24th of April and throughout May, we are deploying dedicated telephony specific resource to the Personal Independent Payment telephony lines which will give better support when dealing with sudden increases in traffic.’
More: https://questions-statements.parliament.uk/written-questions/detail/2024-04-16/22084
I hope they are not borrowing them from Pension Services etc and that they are trained adequately. Otherwise both PIP and Pension Services etc have inadequately staffed resources.
And Dear Mims, there are no longer sudden increases in demand. There is a consistent sustained increase which has been growing for some months for every minute that your phone lines are open.
I had a client asking me for help with a change of address for PIP. After reading through all the problems people have been having with the Helpline I abruptly prepared a letter for her to sign and send to them instead!
One of my colleagues has also been having issues with the new claims line as well.
This is going to cause a lot of delays with people starting claims or reporting changes to the DWP. And I expect the calls required to sort those out will add even further pressure to the system!