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Why do they keep hanging up on me when I am holding on the customer service number?

Having tried CS everyday for numerous periods since Saturday I finally 
got through to someone after a 20 minute wait today. I asked about the 
dodgy phone queue system they have which cuts people off and it's a bug 
in the software (isn't it always :-).

What happens, so I'm told, if that when 25 callers are in the queue the 
26th caller causes the system to screw up and kick all 26 callers off the 
queue and disconnect them. People in the queue also get disconnected if 
all the CS staff happen to put the phone down at the same time so that 
none of them are actually talking to anyone.

HC are quite aware of the matter and have harassed the phone system 
suppliers to fix it. However this would involve taking the phone system 
down for a number of hours to do it (overnight anyone?) and with the 
current level of demand on CS they have decided to plod on with the bug 
rather than offline themselves and fix it.

I did suggest HC post a message to the NG's explaining the problem but 
for whatever reason they didn't get round to it in the 3 hours or so 
before they closed for the day once I called them.

Now you know.

The key thing seems to be that should you be booted redial ASAP and try 
to get connected to someone in CS before the queue reaches 26 people 
again!!