How are you trying access chat?
If you have gone through Help & Support (e.g. from the from the Moving home or office page) it is always not available (24x7). It is a bug that has existed for months and Plusnet seem totally unfazed by the idea that some customers might have trouble contacting them so fixing the bug hasn't been a priority.
Go through Contact Us (https://www.plus.net/home-broadband/contact/residential/customer-services/), Account & billing, My question isn't listed and you should be able to access chat.
But if I were you I'd take this all as a sign and look at alternatives (have a read of why I moved from Plusnet to AAISP
AAISP November 2016
(Previous ISP Plusnet November 2001 to October 2016) Why I left Plusnet
Telephone rental: Pulse8
Edited by jelv (Sun 11-Mar-18 12:15:21)