New chat is not working.

[fireant]

I am having a problem getting the new chat working.
Sometimes it works but mostly it does not.
I am using IE7 and have installed the latest Java (10)
The problem is that it just goes blank after I type in my name, select support etc.
Sometimes it comes up ok then I select click here to use the old one.
Then it works great !
But mostly it fails.

This is driving me nuts as I need reliable instant hostgator chat.
I suspect you are losing new business because this is not working.
When I spoke to a chat tech he said he thought it was working fine.
Well .. from his point of view it probably is .. he doesn't see the failed attempts to start chat from his end !!!

When I tried to find out what was going on he said it must be some browser settings .. but couldn't tell me anything more.
He also suggested using Firefox .... I don't want to use firefox !
I really need reliable chat and the old applet was perfect for me ... please supply a link so I can use the old one .. !! Or supply the settings I need to get IE7 working !

Originally Posted by fireant

I am having a problem getting the new chat working.
Sometimes it works but mostly it does not.
I am using IE7 and have installed the latest Java (10)
The problem is that it just goes blank after I type in my name, select support etc.
Sometimes it comes up ok then I select click here to use the old one.
Then it works great !
But mostly it fails.

This is driving me nuts as I need reliable instant hostgator chat.
I suspect you are losing new business because this is not working.
When I spoke to a chat tech he said he thought it was working fine.
Well .. from his point of view it probably is .. he doesn't see the failed attempts to start chat from his end !!!

When I tried to find out what was going on he said it must be some browser settings .. but couldn't tell me anything more.
He also suggested using Firefox .... I don't want to use firefox !
I really need reliable chat and the old applet was perfect for me ... please supply a link so I can use the old one .. !! Or supply the settings I need to get IE7 working !

I imagine this is fixed in our most recent changes to the system, but either way I'd like to hear from you so we can get this resolved.

Please email me at drew@hostgator.com and I'll see whats going on.

[GatorBrent]

Hello,


While we were testing out new gatorchat it has a link to the old chat system saying to click it if you have any problems. (so you can still get help while we work the bugs out)

Is this problem still happening for you on our new chat?

[fireant]

Yes it happens on new chat.
The trouble is you never get to see the click here button in IE7
Still broken .. at least for me anyway.

[fireant]

Oh great ... now the old system is not being supported !

Chat InformationPlease wait for a HostGator operator to respond.

Chat InformationWelcome to HostGator Live Chat! You are now chatting with 'JeanKarlo'

JeanKarlo: Welcome to Hostgator LiveChat!

JeanKarlo:

JeanKarlo: At this time we are currently upgrading to our new GatorChat system. It appears as if you have a bookmark to our legacy support system which we will no longer be providing support in.

JeanKarlo:

JeanKarlo: To access our new chat chat system please goto http://hostgator.com and click "LIVE CHAT" in the top right hand corner.

JeanKarlo:

JeanKarlo: Thank you for your cooperation during this transition period!

JeanKarlo: New HostGator Live Chat!


Not Happy ......... didn't even give me a chance to tell him/her that the new chat was not working !!

Originally Posted by fireant

Yes it happens on new chat.
The trouble is you never get to see the click here button in IE7
Still broken .. at least for me anyway.

Is there any way we can work this out over the phone? I'm concerned that if we play tag over the forum we can't get this resolved as quickly.

Which button are you referring to that you can't see in IE7?

In regards to not providing support on live-person, thats not what is supposed to happen. I'll make sure that doesn't happen again to anyone in the future. We are fully aware that some people won't be able to use the new chat system yet.

Email me at drew@hostgator.com


Edit:
I just got through discussing this with two of our supervisors, and you shouldn't have this problem receiving support through liveperson again. Please email me though.


Edit:
It just occurred to me you did email me, I'm checking into this now.

[GatorBrent]

Have you got this worked out with drew yet? Can you pm me contact details for him to get in touch with you?

[GatorBrent]

Moving to support forum until I hear back. thanks!