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No one on the chat online?

minidudu
Newbie
Posts: 2
Registered: ‎15-06-2016

No one on the chat online?

Hello,

 

 

I have been trying to connect via the chat online at multiple times of the day and each time after submiting my name, my Plussnet identification and the reason I want to speak about I end up with the following message: 
"I'm sorry, none of our Plusnet Chat teams are available right now. We're available Monday to Sunday, 07:30-22:00."

Last time I used it I think I was put in a wainting list and able to see how many peoples are ahead of me, is it not how it is supposed to be?

Anyway, the reason I'm trying to speak with someone on the chat is that I'm moving house (today, signed the least last week) and thus wanted to move my internet connection. I wanted to get a free moving by agreing to stay longer with you. 
Being French I struggle a lot on phone calls and moreover I have no credit for taxed phone calls, that's why I was hoping to do all that is necessary for moving my broadband online.

 

Hope a member of the team will be able to help me.

Chloé

10 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: No one on the chat online?

I can give you a clear answer to that - you won't like it though - you can't do that via Chat it has to be on the telephone

Note that calls to Plusnet on a Plusnet line are free

Also for a house move you need to give 2 to 3 weeks notice

Community Gaffer
Community Gaffer
Posts: 17,667
Thanks: 659
Fixes: 163
Registered: ‎05-04-2007

Re: No one on the chat online?

Unfortunately as Oldjim states, house moves aren't possible over chat currently. This would need a call in to us, I'm sure our team will be helpful.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
newagetraveller
Aspiring Pro
Posts: 447
Thanks: 55
Registered: ‎03-08-2012

Re: No one on the chat online?

That still doesn't alter the fact that Chloe was unable to connect to anyone via chat because no one was available. Both answers have avoided the question.

If so, she could have been politely told to 'phone and the reason why.

Three mobile, 1,2,3, PAYG. https://www.three.co.uk/Store/SIM/Pay_As_You_Go
Plusnet Help Team
Plusnet Help Team
Posts: 4,351
Thanks: 961
Fixes: 186
Registered: ‎25-03-2015

Re: No one on the chat online?

We did have people on chat at that time.

 

It's possible that a browser add-on (Ad-blockers, pop-up blockers etc.) could have preventing a chat from being started.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
newagetraveller
Aspiring Pro
Posts: 447
Thanks: 55
Registered: ‎03-08-2012

Re: No one on the chat online?

"after submiting my name, my Plussnet identification and the reason I want to speak about I end up with the following message: 
"I'm sorry, none of our Plusnet Chat teams are available right now. We're available Monday to Sunday, 07:30-22:00."

Which indicates there were no blocks to prevent chat.

"Last time I used it I think I was put in a wainting list and able to see how many peoples are ahead of me, "

Which means she's not had a problem previously.

Three mobile, 1,2,3, PAYG. https://www.three.co.uk/Store/SIM/Pay_As_You_Go
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: No one on the chat online?

The actual reason is more mundane - I just checked

Taking any option except house move and you get an operator

Selecting House Move gives this

2016-06-15_152007.jpg

What it should say is that for House Moves you need to phone

Plusnet Help Team
Plusnet Help Team
Posts: 4,351
Thanks: 961
Fixes: 186
Registered: ‎25-03-2015

Re: No one on the chat online?

@newagetraveller My mistake. Sorry.

 

@Oldjim Thanks for clearing that up, we're getting that raised with the appropriate people now.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
newagetraveller
Aspiring Pro
Posts: 447
Thanks: 55
Registered: ‎03-08-2012

Re: No one on the chat online?

Not a problem, Harry. Smiley Jim's "sussed" it!

Three mobile, 1,2,3, PAYG. https://www.three.co.uk/Store/SIM/Pay_As_You_Go
minidudu
Newbie
Posts: 2
Registered: ‎15-06-2016

Re: No one on the chat online?

Thank you for all your quick answers.

I sadly don't have a plusnet phone just a broadband, it is a shame such changes can't be made online. I'll try to find another phone to call then, I don't really care having to spend days without internet and I knew I wasn't going to have it to my new flat shortly, juste everything went so quick between signing the lease and moving into the flat.

 

Chloé

Plusnet Help Team
Plusnet Help Team
Posts: 4,351
Thanks: 961
Fixes: 186
Registered: ‎25-03-2015

Re: No one on the chat online?

It should be free to call our 0800 number (0800 432 0200) from any uk mobile or landline.

Apologies for any inconvenience caused by not being able to set up a housemove online.
If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team