Live Chat - Needs Fixing Please

[PlusnetLiam]

Hi @Loadsof - not a phrase I've ever typed before! ;)

Chat is switched on right now and we have a number of staff talking to our customers. Where are you attempting to initiate a chat so we can take a look?

[Loadsof]

Hi @PlusnetLiam , was the first phrase that popped into my head!

https://www.plus.net/help/chat/ I'm here. Just getting 'Loading Chat...' ??

[PlusnetLiam]

@Loadsof

Very strange, we're on it. 

Do you need to speak to someone in the meantime? If so one of the guys here can sort something for you, let us know.

[Loadsof]

I can wait for a fix if it's not going to be overly long.

Not particularly urgent

[PlusnetLiam]

@Loadsof

It's working via our Contact Us form - https://www.plus.net/home-broadband/contact/

Just follow the options & chat will be presented to you. Otherwise will confirm on here once it's working.

[Loadsof]

@PlusnetLiam brill thanks Liam

[PlusnetLiam]

The guys are working on the /chat page though, that's very strange. Will confirm on here when we know what's what.

Sorry!

[LouisaMartin]

@Loadsof which browser are you using and phone type please?

[mechanic123]

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@MauriceC wrote:

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@Alucidnation wrote:

I am looking to move to BT and was going to see if PN wanted to keep me.

I don't have time to hang around on the phone so i'm done with this shower.

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Probably quicker to ring the COTS team direct rather than via Chat/

• 0800 432 0200 (from within the UK)
• +44 345 140 0200 (from abroad)

7.30am - 10pm, every day Please have your username and password handy.

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COTS??

[mechanic123]

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@Townman wrote:
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Make no mistake, I do not defend the decision and believe that without RCA throughout the business process - especially BT's performance - Plusnet (nor for that matter any ISP) are ever going satisfy the ever increasing demand for suppport.

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RCA??

[Townman]

COTS = Customer Options Team

RCA = Root Cause Analysis

[mechanic123]

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@PlusnetLiam wrote:

Good morning everyone

For those that don't know me, I'm Liam & I'm responsible for all things Digital here at Plusnet & I've been reading this thread with interest both over the weekend & this morning.

I'm not going to be able to comment on each point but I'd like to try & address some points in general:

• Removing Chat as an option in the short term
  • This was taken as a last resort option & not something we were at all comfortable in doing - however, we had little option & made a call which I do stand by. We're working incredibly hard to get this turned back on over the next couple of days as we want to give customers the means to contact us however they choose so it was a very hard decision to make.The way we did it
    • We've learned some lessons here - we understand that we could have communicated this better & also that the way Chat is set up today has some opportunities to ensure we don't frustrate or confuse like we have over the last week. 
...

Thanks
Liam

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The chat service has been deliberately stopped? It doesn't say that on the website for support and account queries! The web site clearly implies one of the routes to 'Contact us' is through webchat. Please put some  more useful text into the appropriate pages!

[mechanic123]

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@Townman wrote:

COTS = Customer Options Team

RCA = Root Cause Analysis

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Thanks mate, nothing more annoying than acronyms spread across the page which clearly label users familiar with them as insiders.

[mechanic123]

The chat service seems dead today - on a Friday lunchtime! And the phone service reports a 20 min wait time!

Next time I see that cheery Yorkshire man in the tv adverts telling us there are people at PlusNet ready to 'sort out stuff' straight away I'll put my boot through the screen!