Getting logged off the Chat Line

[Tansea]

Having been talking to an agent for over an hour and having to keep telling the system to keep me logged in every 120 seconds or so I was in the middle of making an important decision regarding my contract when I failed to notice the logging out notice and was logged out, thus losing my chat with the agent. When I logged back in my chat had been closed and I was back in a queue with the prospect of eventually speaking to a completely different agent who would have to review my previous chat to bring themselves up to speed.

Surely it is logical for TalkTalk to link the Chat Line facility to the general system so that it knows you are on the site when chatting and doesn't cut you off. You know it makes sense!   

[Philile-TT]

Hi @Jonick please start your own thread as each case is considered unique and it is easier for support to be given to one person per thread and also less confusing.
To start your thread click the Browse button, then Help With Your Service and select the appropriate category. You will then see a Blue Button "Start A Topic"
Please also note that you should only post back on that thread and not start another on the same topic as multiple posts cause delay to you and others seeking help. Thank you

[Jonick]

Don't get the chance, it just times out and drops you back to the log on page.... If you re-log on, you do get back to the webchat... had this happen three times today, also the option to download a transcript of your conversation doesn't appear at the conversation as it used to. A second problem is that when I try to find a link to the web chat using a desktop PC, I can't find any links for webchat anymore... It seems to be since the website face lift happened.

[Jonick]

Me Too, also, no web chat available on PC desktop browser using chrome or Microsoft Edge, in fact on the support pages, if you select "Something else" or "Thinking of leaving TalkTalk" just load a blank page as well.

[nambuso-TT]

Hi there

Thanks for the support @Gliwmaeden2  and @ferguson 

[ferguson]

Sorry to see that, but it's really no different to being put on an (infuriating) hold on a phone call. If you don't stay alert you will miss when they come back. Similarly with a chat, simply type "yes" if you are asked whether you are still there. Or as I do sometimes type "hello?" if there has been a bit of a delay. 

[Gliwmaeden2]

Possibly no different from banking, which will log you out if you haven’t clicked for a while, @Tansea.

It's to make sure they really are still dealing with the same customer.

You need to keep in touch with the screen or they are not going to know you are still there.