topic Re: Help & Support - Contact Us NOT WORKING in Plusnet Feedback

Help & Support - Contact Us NOT WORKING

shutter — Thu, 09 Jul 2015 12:21:00 GMT

The "clickable" icons on this page....
https://portal.plus.net/home-broadband/contact/
Are not working...
Also..... This morning at about 0900 they were,..... BUT..... the on line chat was not available.... WHY ?
Trying to contact customer support is very very very very difficult, and needs to be improved dramatically, otherwise you can remove your WE`LL DO YOU PROUD".. from the advertising, when customers can`t get in touch....
Using the phone, for me, is very difficult.... I am almost deaf... have two hearing aids, and try to use an earpiece amplifier on my phone, but still have great difficulty hearing what people actually say on the phone..... LIVE ON LINE CHAT is a MUST HAVE item for people like me.....

Re: Help & Support - Contact Us NOT WORKING

w23 — Thu, 09 Jul 2015 12:26:52 GMT

Discussion already about this: http://community.plus.net/forum/index.php/topic,141230.msg1245826.html#msg1245826

Re: Help & Support - Contact Us NOT WORKING

Chris — Thu, 09 Jul 2015 12:28:46 GMT

FYI, aiming to fix it tomorrow afternoon. Should have more information after 2pm tomorrow.

Re: Help & Support - Contact Us NOT WORKING

avatastic — Thu, 09 Jul 2015 12:31:34 GMT

By fix it, you mean remove it completely right?

Re: Help & Support - Contact Us NOT WORKING

shutter — Thu, 09 Jul 2015 12:36:30 GMT

Quote from: w23
Discussion already about this: http://community.plus.net/forum/index.php/topic,141230.msg1245826.html#msg1245826

Was going to put it there, BUT... as it is "community Site & Forums problem.... I thought that this would be the best place to post....
@Chris....
Which part are you going to "fix" ? The clickable Icons....... or..... The on line chat........ One? or Other ? ...... or............. BOTH ?

Re: Help & Support - Contact Us NOT WORKING

Chris — Thu, 09 Jul 2015 12:38:24 GMT

The contact us not expanding to the next section is the bug, it works intermittently. If chat is showing as unavailable then it's a case of trying again at a different time.

Re: Help & Support - Contact Us NOT WORKING

w23 — Thu, 09 Jul 2015 12:40:02 GMT

Quote from: Chris
If chat is showing as unavailable then it's a case of trying again at a different time.

Is that problem down to staffing levels? Is that being addressed?

Re: Help & Support - Contact Us NOT WORKING

shutter — Thu, 09 Jul 2015 12:40:49 GMT

Quote from: Chris
if chat is showing as unavailable then it's a case of trying again at a different time.

Which is pathetic.... I can`t spend all day waiting for chat to be available.... that needs to have more resources applied to make it "properly available"...

The other problem about Chat Not Available,...... is .... you can`t get to Chat on line.... unless you can click on the ICONS and get to the contact us via on line chat or phone options......

Re: Help & Support - Contact Us NOT WORKING

shutter — Thu, 09 Jul 2015 19:18:33 GMT

Hi Chris..... guess what... 20:15
still can`t access the online chat....
wanna know why? see previous ...... ( To which you have not responded.......... )

Re: Help & Support - Contact Us NOT WORKING

shutter — Fri, 10 Jul 2015 07:35:02 GMT

08:30 Friday
Still not working...............

Re: Help & Support - Contact Us NOT WORKING

chrcoluk — Fri, 10 Jul 2015 07:43:37 GMT

guys be patient, they need to get the CEO to approve the hiring of an apprentice to fix the issue

Re: Help & Support - Contact Us NOT WORKING

Estragon — Fri, 10 Jul 2015 11:39:08 GMT

Many a true word ....

Re: Help & Support - Contact Us NOT WORKING

shutter — Fri, 10 Jul 2015 15:03:31 GMT

Quote from: Chris
FYI, aiming to fix it tomorrow afternoon. Should have more information after 2pm tomorrow.

Oh Yeah ?

No Information has been posted in this thread...... the icons are clickable again....
However, I have just tried ......... again.... to use live chat.... and still can`t... because it isn`t available..... So... what time would you suggest I might be successful? or is there something really wrong, and you are hiding it, under the pretence that it is "busy".... ... ....
SSE had a live chat.... that worked fine.... until they didn`t upgrade it for newer versions of I.E..... when I complained about it, ... they told me it was busy.... eventually they admitted it needed upgrading from I.E 4 to current level, and would take about 6 months to do .... 6 months later ,... it had been withdrawn completely.......

is this the way this VITAL service is going?

Re: Help & Support - Contact Us NOT WORKING

shutter — Fri, 10 Jul 2015 15:08:39 GMT

COME ON .... this is ridiculous..... I put a question in yesterday.... and I have had a reply..

Quote

Thanks for taking the time to contact Plusnet.
We're making some changes to the way we handle our customers questions. So, we’re not able to answer your question in this way but we’d be more than happy to help you quickly and easily though Plusnet Chat.
Just follow the link below to chat to us online and we’ll do all we can to help.
https://www.plus.net/home-broadband/contact/

Kind regards,
Plusnet Support

Chris...... get something done about it..... I don`t like being given the runaround like this........ and I am sure others don`t either.....
Either get my question answered,......or get live chat working... so I can get some answers........

Your call......

Re: Help & Support - Contact Us NOT WORKING

sjptd — Fri, 10 Jul 2015 15:18:08 GMT

Live chat is showing up for me at the moment.
It failed earlier because of uBlock ad-blocker. You might want to check you don't have anything similar.

Re: Help & Support - Contact Us NOT WORKING

Chris — Fri, 10 Jul 2015 15:27:14 GMT

The contact us page has now been fixed. The chat has been available most of the day, so if it's showing as greyed out then it may be browser plugins blocking it? I'm aware that Ghostery used to block this, and I believe that if you have some content disabled in your browser it may also cause the chat to not be shown.

Re: Help & Support - Contact Us NOT WORKING

shutter — Fri, 10 Jul 2015 15:44:38 GMT

O.K. then..... so. here is what happens.... I am running VIsta Home Premium.....with the latest version of Firefox...
I am logged in on the Help and support page wtih my username and password.... and I click on "already a customer"...
get offfered the Icons, and click on "Other".... and scroll down, to "Chat to us On line".... which is "greyed out"......and it says....

Quote

Online chat is currently unavailable,
please choose another option.
#

There is no indication that an adblocker, or Ghostrey is causing problems.... indeed, because of the way Firefox presents the page to me,... i.e. mobile phone format, with no top tool bar, , it doesn`t even show the icon for Ghostrey....
So... trying to be clever.... I copy and paste the page url into another browser page, and I get the aforementiond icon for Ghostrey...... this tells me that the following are blocked...
ADOBE TEST AND TARGET
AT INTERNET
GOOGLE ANALYTICS
GOOGLE TAG MANAGER
WEB TRENDS
None of the above refer to PlusNet online chat...
So.... as far as I can see from the information given to me, by PlusNet ......... Online chat is unavailable
and the information given to me by Ghostrey..... t
here is no way I am going to get an answer to my query........
the "Choose another Option"...... is not an option..... as the ONLY other option is the phone....
which kinda defeats the purpose of wanting to use the On line Chat, because I can`t hear or understand properly what people are saying on the phone.....

Re: Help & Support - Contact Us NOT WORKING

Estragon — Fri, 10 Jul 2015 15:49:29 GMT

Have you tried refreshing the page? It's possible your browser is presenting its cached version.

Re: Help & Support - Contact Us NOT WORKING

shutter — Fri, 10 Jul 2015 15:54:31 GMT

On the original page ..... i.e. without the top toolbar.... there is no way of refreshing the page.... so when I copied and pasted the url to a new browser page, the refresh appeara, but it doesn`t make any difference.....still the same.... On line Chat is unavailable....please choose another option.....
like I said.... there is no other option .... for me...
so It looks like I won`t be getting my question answered....

Re: Help & Support - Contact Us NOT WORKING

Estragon — Fri, 10 Jul 2015 15:59:15 GMT

That's not what I meant :).
All browsers have a "Refresh" button somewhere on the URL bar line. Normally a three-quarter circle with an arrowhead.
If yours is using its cached version then just using the same URL in a new page will still give the cached one. The Refresh button tells it to retrieve the latest from the web.