topic Re: Live Chat in Plusnet Feedback

Live Chat

sarczoid — Thu, 18 Feb 2016 11:03:24 GMT

This is a familiar story:

info: at 10:51:08
Thank you for talking to us today - we'll be with you shortly.
All of our teams are currently helping other customers. There are 1 customers waiting before you. Thanks for your patience.
info: at 10:53:08
All of our teams are currently helping other customers. There are 1 customers waiting before you. Thanks for your patience.
info: at 10:55:08
All of our teams are currently helping other customers. There are 1 customers waiting before you. Thanks for your patience.
info: at 10:57:08
All of our teams are currently helping other customers. There are 1 customers waiting before you. Thanks for your patience.
info: at 10:59:08
All of our teams are currently helping other customers. There are 1 customers waiting before you. Thanks for your patience.

Your marketing people seem hell bent on showing adverts constantly with the Yorkshire fella saying how great your service is, yet your live chat NEVER connects to anyone, please, if you are going to put out marketing slogans like "broadband that loves you back" and other nonsense, you should at least have the decency to staff your support teams adequately to provide the service you claim to have!
I don't blame the staff, they are 99% brilliant, knowledgable and helpful, I blame the managers, promising things without putting in sufficient management process or investment into the people that do the work

sort it out, you don't want to get as bad as your parent company!

Re: Live Chat

sarczoid — Thu, 18 Feb 2016 11:54:10 GMT

info: at 11:47:30
All of our teams are currently helping other customers. There are 1 customers waiting before you. Thanks for your patience.
info: at 11:49:30
All of our teams are currently helping other customers. There are 1 customers waiting before you. Thanks for your patience.
info: at 11:51:30
All of our teams are currently helping other customers. There are 1 customers waiting before you. Thanks for your patience.

OK, I give up......

Re: Live Chat

Chris — Thu, 18 Feb 2016 15:06:05 GMT

Were they 2 separate chats or were you on hold right through? There was a bit of a wait earlier, but you shouldn't have been waiting much longer than 10 minutes.

Re: Live Chat

sarczoid — Thu, 18 Feb 2016 16:22:12 GMT

the first one disconnected after about 13-14 mins then I reconnected and had to wait again....

Re: Live Chat

Anon — Thu, 18 Feb 2016 16:43:16 GMT

Or it just goes dead leaving the words
"Agent is typing..."

Re: Live Chat

runhare — Thu, 18 Feb 2016 17:12:26 GMT

The PN live chat app isn't always that good: the advice given often seems to be limited to "please phone in !" Other companies who use Live Person seem to handle it better. Maybethe freezing and waiting times are due an issue with the server they are using to run Live Person?

Re: Live Chat

tijara33 — Fri, 19 Feb 2016 07:40:49 GMT

I used it a couple of days ago, it was totally successful.

Re: Live Chat

sarczoid — Fri, 19 Feb 2016 13:11:34 GMT

Well done
mav:quote

Re: Live Chat

Emmo — Mon, 22 Feb 2016 11:58:13 GMT

Quote from: gpsmout
The PN live chat app isn't always that good: the advice given often seems to be limited to "please phone in !" Other companies who use Live Person seem to handle it better. Maybethe freezing and waiting times are due an issue with the server they are using to run Live Person?

I don't know about PN live chat as I can never find a time when it is available to comment, but most live chats are connected to morons who don't have a basic understanding of English, or have a clue what you are on about if your question doesn't fall in the list they have in front of them.

Re: Live Chat

Chris — Mon, 22 Feb 2016 12:02:38 GMT

Emmo, do you have an ad-blocker, pop-up blocker or similar on your browser? If so try adding an exception for our site.

Re: Live Chat

shutter — Mon, 22 Feb 2016 14:56:44 GMT

@Emmo.... what Chris really means.... is ... check your adblocker ( e.g. Ghostrey and others ) ... for Google Tag Manager.... and click on it... if you see "Live person " listed and it is "blocked" then PN Live chat will not work... so what you have to do, is to unblock "Live Person" in your adblocker,.... then refresh or re-start the Help & Support page moving on to where Live Chat should now be showing as available..
I do hope that helps.... not only you, but a couple of thousand others.

@ Chris.... why don`t you put a note underneath the Live Chat button, to show how to get Live Chat working, if it shows as "unavailable"... instead of "please try later" ...

( it can`t be THAT difficult..... can it ? )

this would stop so many complaints... and begin to repair some of the bad feeling of customers who have difficutly contactin help and support in this way... in other words...

you ... can really make a difference to them... and give them " Broadband that loves you back"....
Not only that...but it would also help towards the next appraisal of "Award winning customer service"

don`t you agree ? ? ? ? ? ?

Re: Live Chat

Chris — Mon, 22 Feb 2016 15:01:33 GMT

I've made the suggestion internally again, I can't make any guarantees.

Re: Live Chat

Anonymous — Mon, 22 Feb 2016 15:07:44 GMT

It would be sensible to use some ad block detection then act accordingly some javascript and some jQuery should do it.

Re: Live Chat

shutter — Mon, 22 Feb 2016 15:16:48 GMT

Quote from: Chris
I've made the suggestion internally again, I can't make any guarantees.

Thanks Chris...... little things mean a lot....

But ..... ACTION is needed...

Re: Live Chat

alanf — Mon, 22 Feb 2016 15:52:19 GMT

Remember the issue about product changes unsetting the Internet Firewall? Raised as a high priority issue. Dropped without informing us because of "lack of resources". It was then suggested to Plusnet that if it was too onerous to correct the system at least a message could be displayed warning customers that after changing product they needed to update their Internet Firewall settings. Nothing further, to the best of my knowledge, was heard.
I suspect the very sensible suggestion above will meet a similar fate.

Re: Live Chat

sarczoid — Wed, 24 Feb 2016 16:16:28 GMT

lets not get away from the real reason for the topic.
1. you are promising good service
2. you are delivery poor service just like your parent company.

TODAY:

Hide agent image

Print chatEmail this chat

info: at 16:03:58

Thank you for talking to us today - we'll be with you shortly.
All of our teams are currently helping other customers. There are 1 customers waiting before you. Thanks for your patience.
info: at 16:05:58

All of our teams are currently helping other customers. There are 1 customers waiting before you. Thanks for your patience.
info: at 16:07:58

All of our teams are currently helping other customers. There are 1 customers waiting before you. Thanks for your patience.
info: at 16:09:58

All of our teams are currently helping other customers. There are 1 customers waiting before you. Thanks for your patience.
info: at 16:11:58

All of our teams are currently helping other customers. There are 1 customers waiting before you. Thanks for your patience.

SO AGAIN, useless support. I was on the phone for 20 mins, no answer.

get a grip plusnet! I left BT because of their useless support, I thought you would be better! (I know you are owned by BT but I had some reassurance that you are independent regarding service decisions)

Re: Live Chat

rongtw — Wed, 24 Feb 2016 17:41:25 GMT

AdblockPlus does not hide chat for me on Firefox x64 ?

Re: Live Chat

edofoy123 — Tue, 01 Feb 2022 11:06:49 GMT

I have been with yous for a month and still not received my router how do I get one

Re: Live Chat

edofoy123 — Tue, 01 Feb 2022 11:08:46 GMT

I’ve been with yous for a month and yous have emailed me saying am live from the 24th january but I’ve still to receive my router how can I get this

Re: Live Chat

LaurenB — Tue, 01 Feb 2022 15:45:13 GMT

Hi there @edofoy123, thanks for getting in touch and a warm welcome to Plusnet. I am really sorry you haven't yet received your router, we are seeing this one was dispatched 12 days ago so would expect it to be with you by now.

In case this one is lost in the post, I have now re-ordered one for you and this should arrive within the next 3-5 working days. I am sorry for the inconvenience and just get back to us should you have any further queries.