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Webchat option is blocked

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rwillia211
Newbie
Posts: 3
Fixes: 1
Registered: ‎31-01-2017

Webchat option is blocked

Does anyone know why the Plusnet website is stopping me contacting support via webchat?

I've been trying for a couple of days but the website just says that my browser is blocking webchat. This happens with Firefox and Edge.

It's disappointing that Plusnet are putting obstacles in the way of contacting support.

16 REPLIES
Baldrick1
Aspiring Hero
Posts: 2,005
Thanks: 848
Fixes: 67
Registered: ‎30-06-2016

Re: Webchat option is blocked

It’s not Plusnet. You need to disable the pop up blocker that’s built in to most browsers to get web chat to work. You will find the control in the browser settings.

See.  https://support.mozilla.org/en-US/kb/pop-blocker-settings-exceptions-troubleshooting

rwillia211
Newbie
Posts: 3
Fixes: 1
Registered: ‎31-01-2017

Re: Webchat option is blocked

Thanks to Baldrick1 for replying.

I have already tried disabling the pop-up blocker and ad blocker in both browsers but this doesn't make any difference.

 

Kdog
Rising Star
Posts: 93
Thanks: 56
Fixes: 6
Registered: ‎26-01-2018

Re: Webchat option is blocked

Not sure if this is still an issue but are you accessing chat through the help and support section or through the contact us page? There's a thread in the feedback section on this. If you've not already then try going through "contact us". There's also mention from last month that disabling cookies with stop it working too.
hangar18
Dabbler
Posts: 24
Thanks: 12
Fixes: 1
Registered: ‎08-03-2009

Re: Webchat option is blocked

Hi..

 

If you have add blockers active on your browser, this will prevent the webchat from working.

 

Sorry.. Just seen all the other responses.. Just ignore me. :-)

 

Baldrick1
Aspiring Hero
Posts: 2,005
Thanks: 848
Fixes: 67
Registered: ‎30-06-2016

Re: Webchat option is blocked

I understand that Ghostery stops it working also.

LifeonMars
Pro
Posts: 208
Thanks: 69
Fixes: 4
Registered: ‎07-04-2016

Re: Webchat option is blocked

rwillia211
Newbie
Posts: 3
Fixes: 1
Registered: ‎31-01-2017

Re: Webchat option is blocked

Fix

Thanks for all the replies. I have tried several different routes to get to webchat support, including links provided in this forum, but I am still no further forward.

I don't understand why I could use webchat a couple of months ago using the same browser, same settings and same extensions as I have now, but I can't use it now.

That to me is a definition of poor customer support. I'll probably move to a different ISP when my contract expires in a couple of months.

Plusnet Help Team
Plusnet Help Team
Posts: 10,104
Thanks: 3,195
Fixes: 508
Registered: ‎21-04-2017

Re: Webchat option is blocked

Sorry to hear you're having problems contacting us via live chat.

Can you try disabling all extensions and trying again?

In addition, I'm happy to help with your query over here. Feel free to PM me.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
pali888
Dabbler
Posts: 10
Thanks: 2
Registered: ‎29-09-2016

Re: Webchat option is blocked

I have tried to deal with webchat to answer customer questions, but each time in the contact us it never gets to the contact us on the webchat say unavailable on this option, why? 

 

how can you webchat on the contact us if it is always greyed out!

Plusnet Help Team
Plusnet Help Team
Posts: 237
Thanks: 33
Fixes: 14
Registered: ‎06-08-2018

Re: Webchat option is blocked

Hi pali888,

 

I am sorry to hear you have been experiencing issues contacting us via Webchat. The Webchat facility is affected by volume similarly to queuing on the telephone, if there are high volumes then we would close Webchat as a temporary preventative measure.

 

along with this as Gandalf mentioned above have you tried disabling any extensions you may have. 

If this post resolved your issue please click the 'This fixed my problem' button
 Warwick
 Plusnet Help Team
VileReynard
All Star
Posts: 11,198
Thanks: 307
Fixes: 11
Registered: ‎01-09-2007

Re: Webchat option is blocked

Webchat is broken.

Am I supposed to accept 3rd party cookies (AKA advert tracking)?

Plusnet Help Team
Plusnet Help Team
Posts: 621
Thanks: 147
Fixes: 31
Registered: ‎26-03-2018

Re: Webchat option is blocked

Hi @VileReynard

 

Sorry to hear you are experiencing issues with our Webcat service. 

 

Do you see anything along the lines of

 

"Your browser's blocking online chat

To chat to us, please switch off any ad blocking software" ? 

 

Thanks, 

MoR

If this post resolved your issue please click the 'This fixed my problem' button
 Alisdair C
 Plusnet Help Team
VileReynard
All Star
Posts: 11,198
Thanks: 307
Fixes: 11
Registered: ‎01-09-2007

Re: Webchat option is blocked

Yes, indeed - ""Your browser's blocking online chat, yada yada"

So I switched my adblocker off for Plusnet only and it made no difference.

Possibly, you use an unknown 3rd party for provision of your chat function?

However, I've got my browser set to block 3rd party cookies (advertising and tracking), so I assume that's the problem.

Plusnet Help Team
Plusnet Help Team
Posts: 410
Thanks: 62
Fixes: 23
Registered: ‎26-03-2018

Re: Webchat option is blocked

Hi @VileReynard,

Have you been able to, or would you be able to, try and access the webchat feature whilst allowing the browser to accept 3rd party cookies?

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team