topic Re: Live Chat ( almost ) restored. in Plusnet Feedback

Live Chat ( almost ) restored.

shutter — Tue, 12 Sep 2017 14:50:20 GMT

Thank you for (almost) restoring Live Chat, as a vital means of communication used by disable persons, ( hard of hearing ).

It was an irresponsible decision in the first place,...

however, it is good to know that PlusNet has, eventually responded in a positive manner, to customer complaints regarding the disabling of Live Chat for disabled people in favour of more able hearing people...

Today.. Wednesday 12 September 2017 shows Live Chat now available, all day for the rest of the week,.

Wednesday-Friday: 7:30am - 10:00pm

Here`s hoping that it will be fully restored over the weekends, .... soon...

Re: Live Chat ( almost ) restored.

chenks76 — Tue, 12 Sep 2017 15:04:16 GMT

disabling of live chat did not just affect those with a hard of hearing.
it affected those with no disabilties too.
no live chat certainly didn't favour me as i neither have the time not patience to wait in a 30+ min call queue.

so we should not turn this into a "those with disability" debate.

Re: Live Chat ( almost ) restored.

rongtw — Tue, 12 Sep 2017 15:50:29 GMT

yes its working ,, BUT for how long the Status post says "" We're continuing to monitor the chats coming in alongside the impact on our call wait times, ""

so what this infers is that if Call wait times increase as per usual , Chat will be turned off in favour of phone

Now once again i will say this shows that PN staff are in short supply

And i will also add that Not everyone is interested in Bookface and twits , so the only contact is here or phone ! if ya can get through when chat is unavailable

Re: Live Chat ( almost ) restored.

chenks76 — Tue, 12 Sep 2017 15:57:26 GMT

it doesn't take rocket science to work out what is going on here.

1) it's still the "summer holiday" period
2) they have limited staff as it is
3) various staff are off on their holidays

thus they don't have the required amount of staff to maintain support levels on all platforms.
clearly they are not able, or more likely willing, to bring in more staff.
so they've had to reduce support service.

my question would be, if you are reducing support service, and thus the overall product that one subscribes to, where is the reduction in monthly fee to compensate for the reduced service being supplied?

Re: Live Chat ( almost ) restored.

rongtw — Tue, 12 Sep 2017 16:46:03 GMT

Do we have summer holidays in Autumn ? sorry that is not a excuse

PN excuse is sorry your having problems

Re: Live Chat ( almost ) restored.

chenks76 — Tue, 12 Sep 2017 17:02:15 GMT

how is that making excuses?
i'm merely offering what i suspect is going on.

surely even you didn't read my post as trying to stand in PNs corner on this? if you did then you need to go have a rest.

and yes, people without kids will often use september to go on holiday, as it's cheaper and everywhere isn't full of damn kids.

Re: Live Chat ( almost ) restored.

Pete11 — Tue, 12 Sep 2017 17:17:47 GMT

@chenks76 wrote:
people without kids will often use september to go on holiday, as it's cheaper and everywhere isn't full of damn kids.

Ermmm...beg to differ on that. Everywhere is full of grown up kids.

Re: Live Chat ( almost ) restored.

Browni — Tue, 12 Sep 2017 19:28:02 GMT

@chenks76 wrote:

and yes, people without kids will often use september to go on holiday, as it's cheaper and everywhere isn't full of damn kids.

Presumably you haven't had a chance to breed yet

Re: Live Chat ( almost ) restored.

chenks76 — Tue, 12 Sep 2017 20:22:19 GMT

not sure of the relevance.
but to humour you, plenty of chances in my 41 years, but have no desire to have any.

Re: Live Chat ( almost ) restored.

rongtw — Tue, 12 Sep 2017 21:11:48 GMT

@chenks76 still time left to smile only 41 you will get here

Re: Live Chat ( almost ) restored.

chenks76 — Wed, 13 Sep 2017 07:43:45 GMT

don't want any, not that it's got anything to do with the issue in this thread.