topic Re: Cannot find details of reported fault in My Account/Billing

Cannot find details of reported fault

JohnFol1 — Fri, 08 Dec 2023 18:15:26 GMT

Hi there, I initiated a fault report using a text message. Engineer visited today and I was able to log into my account and see a notification. I added a comment but cannot get back to the same screen. How do I find a list of support calls and/or view the current one? There is an outstanding question I'd like to follow up on

Re: Cannot find details of reported fault

jab1 — Fri, 08 Dec 2023 18:20:43 GMT

@JohnFol1 Try this link to view your tickets: https://www.plus.net/member-centre/login?p=search

Re: Cannot find details of reported fault

JohnFol1 — Fri, 08 Dec 2023 19:00:11 GMT

That gives me "your bills", "your products", " your contract" plus "we have an offer for you" that links to an expired offer. No details of any support tickets...

Re: Cannot find details of reported fault

jab1 — Fri, 08 Dec 2023 19:06:06 GMT

Do you have a banner on your Member Centre 'home' page about an open ticket? If not, then there are no tickets to which you can reply.

I'm unable to check further for you, as I am no longer a PN customer - maybe someone who still is could help?

That was an old link - maybe it no longer works.

Re: Cannot find details of reported fault

JohnFol1 — Fri, 08 Dec 2023 19:17:01 GMT

There was no option even when ticket open, just spotted a notification... I must be missing something obvious...

Re: Cannot find details of reported fault

jab1 — Fri, 08 Dec 2023 19:20:10 GMT

You will have to wait until someone else replies - as an ex-customer there are many areas I cannot access, and haven't needed to for the past 2.1/2 years.

Re: Cannot find details of reported fault

MisterW — Sat, 09 Dec 2023 08:01:15 GMT

@JohnFol1 if you login to the member centre first and then use the link https://www.plus.net/wizard/?p=search that should allow you to look at both open and closed tickets

@jab1 thanks for trying to provide the link

Re: Cannot find details of reported fault

JohnFol1 — Sat, 09 Dec 2023 08:31:42 GMT

That link works. It seems to be a one way update rather than something I can re-open or add comments to.

Re: Cannot find details of reported fault

jab1 — Sat, 09 Dec 2023 08:39:21 GMT

If the question is 'closed' you cannot add to it.

Re: Cannot find details of reported fault

MisterW — Sat, 09 Dec 2023 08:44:01 GMT

@JohnFol1 Whether you can update a ticket depends on its 'status.

If its an open ticket, if you click the 'view' and scroll down to the bottom is there not an 'i need to add more details' link?

As @jab1 says , if its closed , you cant add to it

Re: Cannot find details of reported fault

JohnFol1 — Sat, 09 Dec 2023 10:46:43 GMT

So how do I get it reopened as it's not resolved? Or how do I raise a new ticket where I can add a reference in i.e. not using a text message as there's no option to add details?

Re: Cannot find details of reported fault

MisterW — Sat, 09 Dec 2023 10:55:57 GMT

@JohnFol1 I'm afraid there's no longer any way for customers to raise 'tickets' 🙄

If the fault still exists then I'm afraid you need to contact support either by phone or use the text message facility again.

Re: Cannot find details of reported fault

willcutforth — Sat, 09 Dec 2023 14:59:58 GMT

@JohnFol1 I have rejected it and pushed it back to Openreach for you. I hope that helps.

Re: Cannot find details of reported fault

JohnFol1 — Sat, 09 Dec 2023 15:17:38 GMT

Nope, that doesn't help....

Engineer recommended getting a replacement modem hence the comments in the original ticket. The question is to Plusnet.....

Please cancel the ticket and advise

Re: Cannot find details of reported fault

MisterW — Sat, 09 Dec 2023 15:32:49 GMT

Engineer recommended getting a replacement modem

@JohnFol1 i'd take that with a large pinch of salt! OR engineers all too often blame the modem/router when they can't (or can't be bothered to) find any other fault. In my experience routers rarely deteriorate, yes they fail, but its a complete failure (usually of the PSU). Older routers may well give poorer wifi performance but in terms of dropping or losing connection they are really little worse than recent ones.

Re: Cannot find details of reported fault

JohnFol1 — Sat, 09 Dec 2023 15:45:26 GMT

Agreed however it's a Huawei 612 that was released in 2016. It's just a modem so comments about WiFi are not relevant.
The fault is DSL light flashing and unable to make a stable connection.
I hear Plusnet can supply one for the cost of postage (as I'm under contract) so the question is can Plusnet help

Re: Cannot find details of reported fault

MisterW — Sat, 09 Dec 2023 16:01:18 GMT

however it's a Huawei 612

I accept that the HG 612 is now quite old and unsupported, however it was (and still is) one of the best performing basic modems and will certainly hold a connection, on a poor line, better then most modern ones!. Yes, you had a separate modem & router whereas the modern ones combine the functions into one device which may be more convenient.

The fault is DSL light flashing and unable to make a stable connection.

I hear Plusnet can supply one for the cost of postage (as I'm under contract) so the question is can Plusnet help

Plusnet will usually suppy one for p & p if you've recontracted recently and/or not had a new router for some while.

However I'd be surprised if a new (Hub 2) router makes any difference. It will however eliminate the router as the cause and leave OR with no option but to send another engineer to investigate and fix the problem properly!

Re: Cannot find details of reported fault

willcutforth — Sat, 09 Dec 2023 19:20:08 GMT

I just need you to reply back to the ticket agreeing to £6.99 for postage and packaging if you are wanting a new router @JohnFol1

Re: Cannot find details of reported fault

JohnFol1 — Sun, 10 Dec 2023 12:56:38 GMT

Happy to go ahead but please confirm the router can be used in a modem-only mode

Re: Cannot find details of reported fault

jab1 — Sun, 10 Dec 2023 13:00:07 GMT

It can, @JohnFol1 .