topic Re: Chat using Android phone? in Plusnet Feedback

Chat using Android phone? (3rd party cookies disabled)

jelv — Fri, 08 Jun 2018 20:40:48 GMT

Is chat supposed to be available using Chrome on Android?

Starting from https://www.plus.net/home-broadband/contact/ simultaneously on my phone and PC I followed the path

Contact customer services
Broadband
My question isn't listed

With 100% consistency it works on the PC and gives "Online chat is currently unavailable.." on Android.

Edit: Chrome version 66.0.3359.158, Android 8.1.0

Re: Chat using Android phone?

MisterW — Fri, 08 Jun 2018 11:33:19 GMT

@jelv works for me using Chrome on both an Android tablet and a phone

Re: Chat using Android phone?

jelv — Fri, 08 Jun 2018 11:39:43 GMT

I've just tried again and it is still unavailable.

Re: Chat using Android phone?

Gandalf — Fri, 08 Jun 2018 12:47:50 GMT

@jelv do you have the same issue using a different browser? And have you tried clearing cache and cookies etc from Chrome?

Re: Chat using Android phone?

jelv — Fri, 08 Jun 2018 13:12:53 GMT

Figured it out (gandalf's post gave me a clue) and using what I discovered got this on my PC:

I had third party cookies disabled.

Why does chat need third party cookies? It is not unreasonable or uncommon for people to have them disabled.

Why isn't there a link from the message shown above to an information page giving reasons why chat may be unavailable?

Re: Chat using Android phone?

Gandalf — Fri, 08 Jun 2018 13:17:04 GMT

Glad to hear you've found a way to get live chat working now.

We'll pass your feedback on.

Re: Chat using Android phone?

jelv — Fri, 08 Jun 2018 13:28:23 GMT

Could the pinned post https://community.plus.net/t5/Plusnet-Feedback/Chat-service-availability/m-p/1510365#M80538 be modified to give extra guidance on other reasons why it might not work?

Re: Chat using Android phone?

JonoH — Fri, 08 Jun 2018 13:43:49 GMT

Hi @jelv, thanks for pointing this out.

We've gone to our suppliers to find out more information, once we know more we will share it.

Re: Chat using Android phone?

JonoH — Fri, 08 Jun 2018 14:06:45 GMT

Our suppliers have advised that this has been caused by a recent update. They're working on a fix now but we're told it should only be impacting a very small minority of customers. For now clearing your cache and enabling 3rd party cookies will fix the issue.