topic Re: An hour to speak to someone - use the web chat - oh no it's not available in Plusnet Feedback

An hour to speak to someone - use the web chat - oh no it's not available

bedale56 — Wed, 02 Dec 2015 18:30:18 GMT

Just frustrating - go to use the web chat to speak to a techie re an on-going problem I have and it's not available!! - phone queue at least an hour long.
Might have well stayed with BT as I'm not seeing much of a difference at the moment.

Re: An hour to speak to someone - use the web chat - oh no it's not available

dvorak — Wed, 02 Dec 2015 18:34:48 GMT

If you have an ad blocker that stops chat working

Re: An hour to speak to someone - use the web chat - oh no it's not available

bedale56 — Wed, 02 Dec 2015 21:03:25 GMT

Don't believe I have. Chat button disabled. Was working earlier in the week and I've not installed any changes. Mmmm

Re: An hour to speak to someone - use the web chat - oh no it's not available

rtatton — Wed, 02 Dec 2015 21:59:05 GMT

I have been on the phone for one hour and twenty minutes. My broadband is of and on now for 5 days. Tried the community but was not working. Which best buy every year PlusNet??????

Re: An hour to speak to someone - use the web chat - oh no it's not available

rtatton — Wed, 02 Dec 2015 22:01:27 GMT

Ho!!! Not spoken to anyone tonight
I tried to call broadband fault line on the phone tonight with 1.20 with a no answer.

Re: An hour to speak to someone - use the web chat - oh no it's not available

Townman — Thu, 03 Dec 2015 08:52:07 GMT

Quote from: rtatton
I have been on the phone for one hour and twenty minutes. My broadband is of and on now for 5 days. Tried the community but was not working. Which best buy every year PlusNet??????

Hi Welcome to the forums. Did you mean you tried 'Chat'? This is the community, but you only have made two posts here, neither seeking help.
Are you on FTTC or adsl? Post a request for help in the appropriate forum and community members will try to assist you.

Re: An hour to speak to someone - use the web chat - oh no it's not available

rtatton — Thu, 03 Dec 2015 13:43:32 GMT

No I telephoned Plusnet about a fault and waited one hour twenty minutes and not got through!
adie:quote

Re: An hour to speak to someone - use the web chat - oh no it's not available

adamwalker — Fri, 04 Dec 2015 12:08:09 GMT

Hi all,
We're sorry about the long waits we know that some of you are experiencing at the moment.
Just in case anyone is trying to report a fault this can be done online without needing to call either at http://faults.plus.net for a broadband fault or http://portal.plus.net/my-account/tools/phone-troubleshooter for phone line issues.
Alternatively do let us know if there's any issues which staff or fellow customers might be able to assist you with via here.

Re: An hour to speak to someone - use the web chat - oh no it's not available

aesmith — Sat, 05 Dec 2015 10:30:58 GMT

Just to qualify, if the fault happens to be noise on the phone line, the online fault logging process may not work. If the automatic check passes then no ticket is created.

Re: An hour to speak to someone - use the web chat - oh no it's not available

Loon — Sat, 05 Dec 2015 14:33:54 GMT

@7 you are having a laugh right?
Wait time may be long for some?
So what do we need to do to get shorter times then?
Your link to the phone help section is a waste of time!
@8 That is excatly my problem a noisy line.
Raising a ticket is becoming a joke. Why can we just not raise one via the help section and then somebody gets back to you?

Re: An hour to speak to someone - use the web chat - oh no it's not available

Townman — Sat, 05 Dec 2015 16:03:07 GMT

You can raise both BB and phone faults via the help system - see the two links below.

Re: An hour to speak to someone - use the web chat - oh no it's not available

dippo — Wed, 09 Dec 2015 11:07:30 GMT

We can raise tickets, but how long does it take for someone to look at them?