topic Re: Chat buttons are always disabled in Plusnet Feedback

Chat buttons are always disabled

Saurbaum — Thu, 07 Jun 2018 14:02:03 GMT

I've seen a couple of topics on this with suggestions to disable adblocking software.

For me, no matter what the chat button is always disabled or if I go to https://www.plus.net/help/chat/ I get

Loading chat...

This should only take a few moments.

It never loads and I seem to have no way of contacting the support team without using a phone. The irony of it is if the phone isn't working and you are trying to contact support you can't.

The only difference I get is when I connect outside the posted hours when it tells me that it's closed. Does it ever actually work?

Re: Chat buttons are always disabled

TheMightyAJ — Thu, 07 Jun 2018 14:42:11 GMT

Hi @Saurbaum,

I'm sorry to hear that you're having issues getting in touch with our chat team. Have you tried using another web browser or any other devices whilst trying to get in touch through chat?

I'd also like to ask if there's anything in particular you would like to discuss with our chat team regarding your services, as we'd be more than happy to take a look into the issue for you if you'd like to post the question here instead.

Re: Chat buttons are always disabled

Saurbaum — Thu, 07 Jun 2018 20:36:44 GMT

Multiple devices, multiple locations and multiple browsers. You know what would be good? An email address I could submit an issue to rather than shouting it in a public forum.

Re: Chat buttons are always disabled

Townman — Thu, 07 Jun 2018 22:56:06 GMT

Chat is not available via help (see the sticky topic in feedback). Access it via contact us.

Re: Chat buttons are always disabled

Saurbaum — Fri, 08 Jun 2018 01:37:37 GMT

The button on contact us is always disabled even during the hours of published operation

Re: Chat buttons are always disabled

OxfordBlue — Wed, 13 Jun 2018 13:11:54 GMT

There is definitely a problem with chat. It's not related to browsers or devices; I've tried multiple and I always get the following:

Re: Chat buttons are always disabled

JonoH — Wed, 13 Jun 2018 13:34:07 GMT

What journey are you taking? iI's working perfectly for me (and I'm working from home today so accessing externally)

Re: Chat buttons are always disabled

OxfordBlue — Wed, 13 Jun 2018 14:21:44 GMT

JonoH, I am going to https://www.plus.net/help/chat/

and clicking "Join Queue". It worked once today - every other time it fails with "Sorry a Plusnet chat agent isn’t available at the minute, please refresh the page to try again. "

Re: Chat buttons are always disabled

JonoH — Wed, 13 Jun 2018 14:25:02 GMT

That link works fine for me, what option are you selecting?

Re: Chat buttons are always disabled

jelv — Wed, 13 Jun 2018 17:39:12 GMT

@Saurbaum

Do you have 3rd party cookies disabled in your browsers?

Re: Chat buttons are always disabled

Saurbaum — Wed, 13 Jun 2018 17:48:34 GMT

For IE it's all default settings as I never use it.

Re: Chat buttons are always disabled

shutter — Fri, 15 Jun 2018 12:25:43 GMT

As a comitted user of chat... being almost deaf... I am always interested in this kind of problem !.

being not available, is not acceptable to me !.... however... most problems are caused by using an "adblocker" such as "Ghostery" , couple of items need to be "allowed".. one is "Google Adsense"... and the other is "Live Person" However, if using I.E.. on "basic install settings".. there should be no problem... ( I did have it as a stand by, but not at the moment.... so can`t check that one )... I also have "Opera" browser as a secondary. and just checked on this link

https://www.plus.net/help/chat/

and after a few seconds of "loading" it reports " Start Chat "

Not having anything to chat about, I have not proceeded further ! .

Re: Chat buttons are always disabled

Saurbaum — Sat, 22 Dec 2018 11:35:32 GMT

It seems to be so varied in when it works and when it doesn't.

Right now it says

"Sorry a Plusnet chat agent isn’t available at the minute, please refresh the page to try again. Chat is available 7 days a week from 7.30am – 10pm. Outside of these times, call us on 0800 432 0200, or if you want to talk about moving or faults, call us on 0800 023 2221 Thank you"

Re: Chat buttons are always disabled

Alucidnation — Sat, 22 Dec 2018 21:35:35 GMT

If you just go through the sales page and click on New Customer, they soon pick that one up.