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

Community Veteran
Posts: 26,786
Thanks: 990
Fixes: 10
Registered: ‎10-04-2007

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

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

jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
Tags (3)
8 REPLIES 8
Superuser
Superuser
Posts: 9,127
Thanks: 2,211
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Registered: ‎30-07-2007

Re: Chat using Android phone?

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

Community Veteran
Posts: 26,786
Thanks: 990
Fixes: 10
Registered: ‎10-04-2007

Re: Chat using Android phone?

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

jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
Plusnet Help Team
Plusnet Help Team
Posts: 17,979
Thanks: 5,726
Fixes: 963
Registered: ‎21-04-2017

Re: Chat using Android phone?

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

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Community Veteran
Posts: 26,786
Thanks: 990
Fixes: 10
Registered: ‎10-04-2007

Re: Chat using Android phone?

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

Chat cookies.png

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?

jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
Plusnet Help Team
Plusnet Help Team
Posts: 17,979
Thanks: 5,726
Fixes: 963
Registered: ‎21-04-2017

Re: Chat using Android phone?

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

We'll pass your feedback on.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Community Veteran
Posts: 26,786
Thanks: 990
Fixes: 10
Registered: ‎10-04-2007

Re: Chat using Android phone?

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?

jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
Community Gaffer
Community Gaffer
Posts: 3,461
Thanks: 5,798
Fixes: 116
Registered: ‎29-09-2011

Re: Chat using Android phone?

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. 

 Jono H
 Plusnet Community Manager
Community Gaffer
Community Gaffer
Posts: 3,461
Thanks: 5,798
Fixes: 116
Registered: ‎29-09-2011

Re: Chat using Android phone?

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.

 Jono H
 Plusnet Community Manager