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    Rescue Live Lens FAQs

    Everything you need to know about how we use this tool to help sort any issues with your service.

    Rescue Live Lens is an app-based support tool used by our customer services teams, so they can visibly guide you through any problems or service faults.

    Using a smartphone, the app allows you to securely share your device’s camera to stream a live video back to an advisor. Put simply, it allows the advisor to see what you’re seeing.

    This way, you don’t have to worry about explaining things in detail, as they’ll be able to see your camera and can talk you through any troubleshooting and get things sorted for you.

    It’s called Rescue Live Lens as it really does mean the advisor can come to your rescue on the call.

    Yes. It’s one of many tools which we use to provide a better help service for our customers. All tools our advisors use must meet strict requirements and approval by Plusnet Security.

    The Rescue Live Lens tool isn't owned by Plusnet. If you choose to use it, you’ll be asked to agree to the Rescue Live Lens terms and conditions.

    It’s really straightforward. Here’s a run-down of how the session is setup.

    1. The advisor will send you a text message or email - this includes a link so you can join the session
    Rescue Live Lens text message to join session
    1. You’ll need to agree to the T&Cs to share your device camera
    Rescue Live Lens Terms and Conditions screen
    1. Next you need to allow access to your device camera - screens below show the message for Apple and Android devices
    Rescue Live Lens allow use of camera for Apple device
    Rescue Live Lens allow use of camera for Android device
    1. Last step is to allow Chrome to take pictures and record the video - this means we can provide you with the best possible advice and support on the call
    Rescue Live Lens allow Chrome to take pictures and record video

    That’s it. You’re good to go!

    If you’re not connected to WiFi, you’ll need to use your data allowance. Our advisor will ask you about your mobile plan before they start the session with you.

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