Help & Support - Contact Us NOT WORKING

[#1]

Plusnet are firing their live person script in Google Tag Manager by the looks of things, so if you're blocking Google Tag Manager then the script won't execute and live chat won't work. They either need to bring it out of GTM and place it direct on the page or introduce a no script version

[#2]

@g1000     see reply number 16 above  EDIT EDIT EDIT...... Yes... Live Person was blocked..... see new post below......

@buntrob   Google Tab Manager appears to be blocked by Ghostrey.....  ( see reply 16 above)...
Yours seems to be the only helpful ( haven`t tried it yet ) suggestion so far....  






@Chris.... you have probably gone home by this time....... so I hope you will take note of buntrob`s posting on here.....
This cannot be just a problem that I am experiencing wtih this..... and you did mention that "Ghostrey" had issues........ well it seems that it is Plusnet`s responsibility,  and should not be blamed on Ghostrey...  
Perhaps you would like to FIX that problem...... and while you are doing that..... please get my ticket question answered direct via my email address....


.

[#3]

Can confirm without a doubt if you block Google Tag Manager then the Liveperson script will not load as the code for it is loaded in by GTM so live chat will not be available at all, managed to recreate the issue you're having by blocking GTM from loading up, as I say they will need to move the code from GTM to their site and/or provide a no script version, I use GTM on a daily basis but don't use live person in my line of work...

[#4]

Quote from: shutter

@g1000     see reply number 16 above @buntrob   Google Tab Manager appears to be blocked by Ghostrey.....  ( see reply 16 above)... Yours seems to be the only helpful ( haven`t tried it yet ) suggestion so far....

I already read reply 16, thanks, that's why I asked. You only listed what was blocked, not what was unblocked. If LivePerson is not on the list at all, that helps diagnose the problem. Buntrob being the bright spark he is has gone a step further and identified the cause, if you unblock Google Tab Manager, LivePerson should then appear on the list.
Good to know I'm so unhelpful   

[#5]

The saga continues...... but Live Chat doesn`t.......

So.... I got the contact us page up with the URL and address panel..... showing the Ghostrey icon..... went to Tools , and Ghostrey, and stopped blocking Google Tag Manager...  then went through the icons on the help page.... and .... guess what....
.......
Live chat is unavailable..... please try another option...
..........
so I then did a check on what was being blocked by Ghostrey.... and there was "Live Person".... so I unblocked that..... went  through the icons on the help page and...... you guessed..

Quote

Live chat is unavailable..... Please try another option.

Well... seeing as it now 20:30  ...... and seeing as I have tried all the options given to me... and it is the second day of this comedy show.......
I suppose it would be too much to expect there to be anyone alive at PlusNet to chat with me....
so I will have to leave it until CHRIS gets to work tomorrow.......




To those who HAVE tried to help...... Thank you........     

P.S.  that includes YOU g1000   

[#6]

@g1000  ..... forgot to reload the page.....    so now..... GUES WHAT

LIVE CHAT  is showing.....
What a performance......

@ Chris...... surely there is a FIX you can apply to stop this ridiculous situation happening...  ?    GET IT DONE.... and then you can truly say " WE DO YOU PROUD".... and be proud of yourself at the same time....

[#7]

I was about to say can you try disabling ghostery and/or try a clean browser with no plugins lol at least we've identified the cause and helped Plusnet with a fix, I'll await our commission! I'm surprised PN didn't check this first, I use GTM and Adobe DTM frequently and always take this in to account, it would have been the first place I'd have looked on receiving a complaint like this!

[#8]

There are so many combinations it is impossible for any web site to make sure it works properly when people put in blocking or similar add-ons.
The best solution for the end user is to try with a different browser.  It is not that the other browser is better, but typically people don't configure add-ons on the browsers they don't regularly use.
However, I agree that isn't obvious to many end users.  Plusnet can't make everything work in these cases but there are a couple of things they should do,
1: When Live Chat is actually working at Plusnet but not on your browser, they should produce an appropriate message ('Sorry, there appears to be something on your browser that is not compatible with live chat') rather than the suggestion they currently make that live chat is not working.
2: They might suggest a workaround, such as 'Try turning off all addons on your browser, or using an alternative browser.'

[#9]

3.  Introduce a non realtime method of contact that uses email or a simple webform to enter all relevant details and submit them for review by the appropriate specialist team.  The initial submission could be allocated a unique number that could then be used to track the issue to resolution.

[#10]

Yes, I agree 3 would be a sensible move ~~~ I wonder why they never thought of it? ? ? ?
Not sure 'realtime' is the word you want given response times on the telephone and live chat.  I was going to suggest 'interactive', but that is wrong too.

[#11]

Thanks to you for getting it working, since my last post , i hav e been on live chat, and got the answer that could quite easily have been put on the ticket response, instead of giving me a runaround, and all the associated stress, frustration, and rising blood pressure.
This is the first time I have had to contact Plusnet for over 4 years (maybe) and the experience has certainly put a BIG DENT in Chris`s promises to me on another thread way back, with his famous words he copied from the British Rail logo     give us a little time and "We`ll get there"......... ey up... CHRIS.....

Perhaps he will now actually put some effort into ensuring this kind of fiasco of failed customer service is soon  eliminated.......for the benefit of ALL customers, but more so, to the benefit of Plusnet as a company that can boast about it`s customer service with pride....... just like the adverts say
@sjptd  agree with you entirely........ not all customers are computer geeks....no do they want to be....... all they want is to be able to click on things and they work..... if not then "useful information to assist" should be given.....

@ pwatson    (item3)    i thought that was what the ticket system was

[#12]

Yes...  That was my point 

[#13]

in this case it was stooooopid ....cos the ticket response was to contact them by live chat........... instead..... they could have given th answer and live chat would not have been needed 

[#14]

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