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No online chat - how to raise a ticket?

LordFox
Grafter
Posts: 211
Thanks: 6
Registered: 10-03-2008

No online chat - how to raise a ticket?

OK, maybe I'm missing something here, but where on earth do I raise a support ticket? No matter where I look, all I see are options to telephone PN (track record... 40mins plus waiting time for me - I don't have the time or inclination) or start a live chat.

Live chat is currently unavailable! At 11:30am!

Not that I really want to do that either. I want to raise a support ticket.

I'm recently seeing high packet loss, the folks I'm connecting to say it isn't anything wrong at their end, and it's not at my end either. I need someone to look at this.

How do I get support from PN?

 

5 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,664
Thanks: 656
Fixes: 162
Registered: 05-04-2007

Re: No online chat - how to raise a ticket?

If you have an ad-blocker or pop-up blocker try disabling these or adding an exception for our site, they can stop the live chat from working.

 

If you want to report a connection issue this is at https://faults.plus.net

 

Where are you seeing the packet loss, is there a tracert or similar that shows this?

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
LordFox
Grafter
Posts: 211
Thanks: 6
Registered: 10-03-2008

Re: No online chat - how to raise a ticket?

Ahh... so uBlock is blocking the chat is it? Not noticed it do anything like that before. Thanks.

The SL viewer (I use Firestorm) has a built-in statistics panel with tons of info, including a real-time packet loss monitor and UDP rate reading. It's currently climbing slowly, and reading 0.9%. That's with a flow of around 150Kb/s UDP data because I'm not doing much at the moment.

Like I said, usually it's zero. I've very rarely, in years, seen it say anything else.

A few trace routes to different SL servers (depends which region I'm in) did not show any issues. A little up-and-down in latency, but not serious. But the packet loss continues and is causing jumpy performance if I try to do anything in SL other than stand there.

Community Veteran
Posts: 17,669
Thanks: 1,560
Fixes: 18
Registered: 06-11-2007

Re: No online chat - how to raise a ticket?

@Chris  & @Anoush  you two should get together, and do something about this Live Chat business...

 

Simple answer... just remove the present "not available at present" notice..... and give advice as to what to do to make it available as in my posting on here...

 

https://community.plus.net/t5/Plusnet-Feedback/Communicating-with-Plusnet/m-p/1384491#U1384491

qbatqbat
Dabbler
Posts: 16
Registered: 31-07-2007

Re: No online chat - how to raise a ticket?

You can open up a ticket using the complaint form here:

https://www.plus.net/wizard/?p=wizard&page=22909&wizard_id=38

Community Gaffer
Community Gaffer
Posts: 17,664
Thanks: 656
Fixes: 162
Registered: 05-04-2007

Re: No online chat - how to raise a ticket?

@shutter

Neither Anoush nor myself work in the team that looks at this type of issue, we have flagged the problem up internally and continue to chase it, however this is not something that I can simply fix I'm afraid.

 

Also please see @jaread83's response here:

 https://community.plus.net/t5/Plusnet-Feedback/Communicating-with-Plusnet/m-p/1384741#M74291

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff