topic Re: Online chat doesn't work - no email support? in Plusnet Feedback

Online chat doesn't work - no email support?

volresource — Thu, 16 Jul 2015 10:35:00 GMT

Hi
Its been a while since I tried to contact support, I'm sure there used to be an email option! Is there any online option other than 'chat'? I keep on getting "Chat key cookie does not match visitor chat key", even if I switch on full cookie support (usually restricted in my Firefox browser).
PS I'm having a DNS look-up issue - every hour for 10 minutes. This has been happening on and off for months, only way out seems to be switching off router for well over 10 mins (to get a fresh connection?).

Re: Online chat doesn't work - no email support?

sjptd — Thu, 16 Jul 2015 11:07:45 GMT

Chat can fail because of plugins such as ad-blockers. Try either turning off all plugins, or using another browser (just for the chat) which you probably won't have configured so will be using 'native' without plugins.

Re: Online chat doesn't work - no email support?

MattyC — Thu, 16 Jul 2015 11:14:42 GMT

^^ Beat me to saying this.
Hi volresource,
I see that a fault ticket has been raised on your account. Is this what your issue is regarding?
Matty

Re: Online chat doesn't work - no email support?

shutter — Thu, 16 Jul 2015 14:13:30 GMT

@MattyC,....... and ... sjptk

You might find this thread...... http://community.plus.net/forum/index.php/topic,141338.0.html
enlightening, on the subject of how to get "Live Chat" working...... a key point to remember is when you have "messed" with your blocker, to "reload the page" to make it work.... !..
The thread is a "bit long winded", but ........ Give it some time,....... and it gets there..........

Re: Online chat doesn't work - no email support?

volresource — Thu, 16 Jul 2015 14:36:22 GMT

Thanks shutter for that forum link - I had found and started reading the thread but gave up. Looks like Ghostery could be the issue - I've never come across a site it blocked and forgot it could do so!
MattyC - good to know that a fault ticket had been raised. Using the broadband troubleshooter earlier had come up with an error message and no ticket notification received. I'll go over and add the actual issue to the ticket now.