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An hour to speak to someone - use the web chat - oh no it's not available

bedale56
Newbie
Posts: 2
Registered: 02-12-2015

An hour to speak to someone - use the web chat - oh no it's not available

Just frustrating - go to use the web chat to speak to a techie re an on-going problem I have and it's not available!! - phone queue at least an hour long.
Might have well stayed with BT as I'm not seeing much of a difference at the moment.
11 REPLIES
Moderator
Moderator
Posts: 18,679
Thanks: 1,941
Fixes: 246
Registered: 11-01-2008

Re: An hour to speak to someone - use the web chat - oh no it's not available

If you have an ad blocker that stops chat working

Customer / Moderator / If it helped click the thumb / If it fixed it click 'This fixed my problem'

bedale56
Newbie
Posts: 2
Registered: 02-12-2015

Re: An hour to speak to someone - use the web chat - oh no it's not available

Don't believe I have. Chat button disabled. Was working earlier in the week and I've not installed any changes. Mmmm
rtatton
Newbie
Posts: 3
Registered: 02-12-2015

Re: An hour to speak to someone - use the web chat - oh no it's not available

I have been on the phone for one hour and twenty minutes. My broadband is of and on now for 5 days. Tried the community but was not working. Which best buy every year PlusNetHuhHuh
rtatton
Newbie
Posts: 3
Registered: 02-12-2015

Re: An hour to speak to someone - use the web chat - oh no it's not available

Ho!!! Not spoken to anyone tonight Sad
I tried to call broadband fault line on the phone tonight with 1.20 with a no answer.
Superuser
Superuser
Posts: 12,515
Thanks: 3,817
Fixes: 25
Registered: 22-08-2007

Re: An hour to speak to someone - use the web chat - oh no it's not available

Quote from: rtatton
I have been on the phone for one hour and twenty minutes. My broadband is of and on now for 5 days. Tried the community but was not working. Which best buy every year PlusNetHuhHuh

Hi Welcome to the forums.  Did you mean you tried 'Chat'?  This is the community, but you only have made two posts here, neither seeking help.
Are you on FTTC or adsl?  Post a request for help in the appropriate forum and community members will try to assist you.
rtatton
Newbie
Posts: 3
Registered: 02-12-2015

Re: An hour to speak to someone - use the web chat - oh no it's not available

No I telephoned Plusnet about a fault and waited one hour twenty minutes and not got through!
adie:quote
Plusnet Help Team
Plusnet Help Team
Posts: 13,471
Thanks: 246
Fixes: 68
Registered: 27-04-2007

Re: An hour to speak to someone - use the web chat - oh no it's not available

Hi all,
We're sorry about the long waits we know that some of you are experiencing at the moment.
Just in case anyone is trying to report a fault this can be done online without needing to call either at http://faults.plus.net for a broadband fault or http://portal.plus.net/my-account/tools/phone-troubleshooter for phone line issues.
Alternatively do let us know if there's any issues which staff or fellow customers might be able to assist you with via here.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Community Veteran
Posts: 475
Thanks: 35
Fixes: 2
Registered: 26-09-2015

Re: An hour to speak to someone - use the web chat - oh no it's not available

Just to qualify, if the fault happens to be noise on the phone line, the online fault logging process may not work.  If the automatic check passes then no ticket is created.
Loon
Grafter
Posts: 87
Registered: 26-06-2007

Re: An hour to speak to someone - use the web chat - oh no it's not available

@7 you are having a laugh right?
Wait time may be long for some?
So what do we need to do to get shorter times then?
Your link to the phone help section is a waste of time!
@8 That is excatly my problem a noisy line.
Raising a ticket is becoming a joke. Why can we just not raise one via the help section and then somebody gets back to you?
Superuser
Superuser
Posts: 12,515
Thanks: 3,817
Fixes: 25
Registered: 22-08-2007

Re: An hour to speak to someone - use the web chat - oh no it's not available

You can raise both BB and phone faults via the help system - see the two links below.
dippo
Newbie
Posts: 7
Registered: 31-07-2014

Re: An hour to speak to someone - use the web chat - oh no it's not available

We can raise tickets, but how long does it take for someone to look at them?