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

jelv
Seasoned Hero
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
MisterW
Superuser
Superuser
Posts: 11,717
Thanks: 3,751
Fixes: 286
Registered: ‎30-07-2007

Re: Chat using Android phone?

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

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

jelv
Seasoned Hero
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)
Gandalf
Community Gaffer
Community Gaffer
Posts: 26,052
Thanks: 9,698
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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?

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
jelv
Seasoned Hero
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)
Gandalf
Community Gaffer
Community Gaffer
Posts: 26,052
Thanks: 9,698
Fixes: 1,529
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.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
jelv
Seasoned Hero
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)
JonoH
Community Gaffer
Community Gaffer
Posts: 4,328
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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
JonoH
Community Gaffer
Community Gaffer
Posts: 4,328
Thanks: 7,447
Fixes: 153
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