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Live Chat – reduced opening hours

Community Gaffer
Community Gaffer
Posts: 17,520
Thanks: 586
Fixes: 150
Registered: 05-04-2007

Live Chat – reduced opening hours

As you’ll be aware, our Live Chat facility has been unavailable for a number of days. We’re really pleased to confirm we’ll be switching this back on but for reduced opening hours. Chat will be available 12-4 Wed/Thu/Fri this week but with no availability on weekends. We’ll be reviewing performance to make a decision on Thursday and will communicate that decision later this week.

 

We apologise for the continued degraded service and assure you we’re working incredibly hard to get this back up & running ASAP.

 

For customers who struggle to use the phone, we have Next Generation Text Relay services available – please visit https://www.plus.net/help/legal/support-for-customers-with-disabilities/ for more information

 

You can see why we temporarily disabled chat here: https://community.plus.net/t5/Plusnet-Feedback/Live-Chat-Needs-Fixing-Please/td-p/1468245/page/5

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Help Team
4 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,520
Thanks: 586
Fixes: 150
Registered: 05-04-2007

Re: Live Chat – reduced opening hours

Since the Bank Holiday we've been reintroducing live chat for periods of the day, to help us understand the impact on call wait times, as well as our ability to handle the number of chats coming in too.

With this in mind we've taken the decision to operate chat over the following times next week:

Mon - Tue: 12:00 - 16:00
Wed - Fri: 11:00 - 17:00

Please note that we do also offer support via the Facebook, @plusnethelp on Twitter and our Community forums at community.plus.net

For customers who struggle to use the phone, we have Next Generation Text Relay services available – please visit https://www.plus.net/help/legal/support-for-customers-with-disabilities/ for more information.

Kind Regards,

Plusnet Support

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Help Team
Community Gaffer
Community Gaffer
Posts: 17,520
Thanks: 586
Fixes: 150
Registered: 05-04-2007

Re: Live Chat – reduced opening hours

This an an update to the previous posts regarding the availability of our live chat support service.

We're continuing to monitor the chats coming in alongside the impact on our call wait times, with this in mind chat will be open at the following times over the next 2 days:

Monday and Tuesday: 10am-7pm

We'll review this mid-week and post a further update at that point.

Please note that we do also offer support via the Facebook, @plusnethelp on Twitter and our Community forums at community.plus.net

For customers who struggle to use the phone, we have Next Generation Text Relay services available – please visit https://www.plus.net/help/legal/support-for-customers-with-disabilities/ for more information.

Kind Regards,

Plusnet Support

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Help Team
Highlighted
Community Gaffer
Community Gaffer
Posts: 17,520
Thanks: 586
Fixes: 150
Registered: 05-04-2007

Re: Live Chat – opening hours

This an an update to the previous posts regarding the availability of our live chat support service.

We're continuing to monitor the chats coming in alongside the impact on our call wait times, with this in mind chat will be open at the following times over the remainder of this week:

Wednesday-Friday: 7:30am - 10:00pm

We'll review this over the weekend and provide a further update next week.

Please note that we do also offer support via the Facebook, @plusnethelp on Twitter and our Community forums at community.plus.net

For customers who struggle to use the phone, we have Next Generation Text Relay services available – please visit https://www.plus.net/help/legal/support-for-customers-with-disabilities/ for more information.

Kind Regards,

Plusnet Support

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 4,379
Thanks: 218
Fixes: 94
Registered: 01-01-2012

Re: Live Chat – opening hours

This an an update to the previous posts regarding the availability of our live chat support service.

We're continuing to monitor the chats coming in alongside the impact on our call wait times, with this in mind chat will be open at the following times over next week:

Monday to Friday 7:30am - 10pm
Saturday and Sunday- 10am - 4pm

Please note that we do also offer support via the Facebook, @plusnethelp on Twitter and our Community forums at http://community.plus.net

For customers who struggle to use the phone, we have Next Generation Text Relay services available – please visit https://www.plus.net/help/legal/support-for-customers-with-disabilities/ for more information.

Kind Regards,

Plusnet Support

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team