topic Re: No one on the chat online? in Plusnet Feedback

No one on the chat online?

minidudu — Wed, 15 Jun 2016 08:57:45 GMT

Hello,

I have been trying to connect via the chat online at multiple times of the day and each time after submiting my name, my Plussnet identification and the reason I want to speak about I end up with the following message:
"I'm sorry, none of our Plusnet Chat teams are available right now. We're available Monday to Sunday, 07:30-22:00."

Last time I used it I think I was put in a wainting list and able to see how many peoples are ahead of me, is it not how it is supposed to be?

Anyway, the reason I'm trying to speak with someone on the chat is that I'm moving house (today, signed the least last week) and thus wanted to move my internet connection. I wanted to get a free moving by agreing to stay longer with you.
Being French I struggle a lot on phone calls and moreover I have no credit for taxed phone calls, that's why I was hoping to do all that is necessary for moving my broadband online.

Hope a member of the team will be able to help me.

Chloé

Re: No one on the chat online?

Oldjim — Wed, 15 Jun 2016 09:17:12 GMT

I can give you a clear answer to that - you won't like it though - you can't do that via Chat it has to be on the telephone

Note that calls to Plusnet on a Plusnet line are free

Also for a house move you need to give 2 to 3 weeks notice

Re: No one on the chat online?

Chris — Wed, 15 Jun 2016 10:10:08 GMT

Unfortunately as Oldjim states, house moves aren't possible over chat currently. This would need a call in to us, I'm sure our team will be helpful.

Re: No one on the chat online?

newagetraveller — Wed, 15 Jun 2016 14:17:42 GMT

That still doesn't alter the fact that Chloe was unable to connect to anyone via chat because no one was available. Both answers have avoided the question.

If so, she could have been politely told to 'phone and the reason why.

Re: No one on the chat online?

HarryB — Wed, 15 Jun 2016 14:17:15 GMT

We did have people on chat at that time.

It's possible that a browser add-on (Ad-blockers, pop-up blockers etc.) could have preventing a chat from being started.

Re: No one on the chat online?

newagetraveller — Wed, 15 Jun 2016 14:22:09 GMT

"after submiting my name, my Plussnet identification and the reason I want to speak about I end up with the following message:
"I'm sorry, none of our Plusnet Chat teams are available right now. We're available Monday to Sunday, 07:30-22:00."

Which indicates there were no blocks to prevent chat.

"Last time I used it I think I was put in a wainting list and able to see how many peoples are ahead of me, "

Which means she's not had a problem previously.

Re: No one on the chat online?

Oldjim — Wed, 15 Jun 2016 14:22:20 GMT

The actual reason is more mundane - I just checked

Taking any option except house move and you get an operator

Selecting House Move gives this

What it should say is that for House Moves you need to phone

Re: No one on the chat online?

HarryB — Wed, 15 Jun 2016 14:23:41 GMT

@newagetraveller My mistake. Sorry.

@Oldjim Thanks for clearing that up, we're getting that raised with the appropriate people now.

Re: No one on the chat online?

newagetraveller — Wed, 15 Jun 2016 14:26:47 GMT

Not a problem, Harry. Jim's "sussed" it!

Re: No one on the chat online?

minidudu — Wed, 15 Jun 2016 19:51:05 GMT

Thank you for all your quick answers.

I sadly don't have a plusnet phone just a broadband, it is a shame such changes can't be made online. I'll try to find another phone to call then, I don't really care having to spend days without internet and I knew I wasn't going to have it to my new flat shortly, juste everything went so quick between signing the lease and moving into the flat.

Chloé

Re: No one on the chat online?

HarryB — Wed, 15 Jun 2016 20:01:43 GMT

It should be free to call our 0800 number (0800 432 0200) from any uk mobile or landline.

Apologies for any inconvenience caused by not being able to set up a housemove online.