topic Re: Does sending HELP to 07800 008121 Do anything? in Broadband

Does sending HELP to 07800 008121 Do anything?

Phaeton — Fri, 30 Jun 2023 10:04:21 GMT

Does it actually do anything, I've been sending it a text for the last 4 weeks & not received a response or any improvement of speed.

Re: Does sending HELP to 07800 008121 Do anything?

jab1 — Fri, 30 Jun 2023 10:11:44 GMT

@Phaeton I'm not sure exactly how this works - I'm no longer a PN customer, so can't check, but using the two links here: https://www.plus.net/help/report-a-problem/phone/ or https://www.plus.net/help/report-a-problem/broadband/ actually ask you to carry out any tests prior to sending that text?

Re: Does sending HELP to 07800 008121 Do anything?

jab1 — Fri, 30 Jun 2023 10:53:12 GMT

EDIT: If you don't get responses from that number, something is not quite right, as others have got them.

Maybe if you explained the issue on here, other Community members could offer advice.

Re: Does sending HELP to 07800 008121 Do anything?

Phaeton — Fri, 30 Jun 2023 11:24:55 GMT

Thank you, yes I've gone through the tests on the BB before sending the text, we've always got around 34Mb download fairly constantly for the past few years, but on the 11th March it dropped to 28Mb, then 6th May dropped to 20Mb, it has now recovered back to 28Mb, but to my untrained eye this looks like traffic shaping.

Re: Does sending HELP to 07800 008121 Do anything?

jab1 — Fri, 30 Jun 2023 11:31:06 GMT

PN don't do traffic shaping - I suspect you have a fault. as you say you haven't had a response, maybe following the below would be useful.

For Community members to be able to help, information from these two sites, as screenshots, posted as pictures within the topic, not as attachments:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (Ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the broadband connection status from your Hub (with the 'Username' obscured) would be a good starting point.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If you are unsure about any of the above, please just ask - I am happy to help.

Re: Does sending HELP to 07800 008121 Do anything?

Phaeton — Fri, 30 Jun 2023 11:55:30 GMT

Once again thank you, I have tried the BT test along with the Additional diagnostics multiple times, each time I do I am told the system is currently busy & to try again.

Unfortunately I am not able to do the quiet test as I do not have a phone, all my phones are VoIP the analogue line is purely there for Plusnet billing requirements.

Eventually I will admit defeat & call them if it doesn't improve

Re: Does sending HELP to 07800 008121 Do anything?

jab1 — Fri, 30 Jun 2023 12:00:05 GMT

OK, ignoring the QLT, what about the rest of the information I requested - part answers to that help guide are rather pointless.

Re: Does sending HELP to 07800 008121 Do anything?

Gel — Fri, 30 Jun 2023 13:11:05 GMT

Buy a corded phone; always a useful back up, especially in power cuts. Under a tenner.

Re: Does sending HELP to 07800 008121 Do anything?

Azagoth — Sun, 02 Jul 2023 15:05:02 GMT

I'm currently trying to report a fault myself, and have just texted HELP to that number. 10 minutes later and no reply. To be honest, I'm confused as how they are going to know which line to check for the broadband fault when I'm texting from my mobile and the phoneline my internet connection uses isn't provided by Plusnet.

Re: Does sending HELP to 07800 008121 Do anything?

jab1 — Sun, 02 Jul 2023 15:07:46 GMT

@Azagoth It is not an 'instant response' system.

Re: Does sending HELP to 07800 008121 Do anything?

Phaeton — Sun, 02 Jul 2023 15:46:37 GMT

The issue is it's not even a 'response' system

@Azagoth I assume which is always dangerous, that they expect the mobile you are texting from to be on your account as a secondary contact number, which could be the downfall of the process.

Re: Does sending HELP to 07800 008121 Do anything?

jab1 — Sun, 02 Jul 2023 15:51:18 GMT

@Phaeton It is a response system.

See mine and @MisterW 's later responses on @Azagoth 's topic.

Re: Does sending HELP to 07800 008121 Do anything?

Azagoth — Sun, 02 Jul 2023 15:53:12 GMT

Well, it's been an hour since I texted 'Help' now, not had a reply yet.

Re: Does sending HELP to 07800 008121 Do anything?

jab1 — Sun, 02 Jul 2023 15:54:49 GMT

It is Sunday, and I suspect there may be some manual input.

Re: Does sending HELP to 07800 008121 Do anything?

James30 — Sun, 02 Jul 2023 16:13:23 GMT

@Azagoth - Hiya, the trouble with that number is that it interacts with our automated system and is used in conjunction with ringing 0800 432 0200 first to create a case. Not really sending texts to without ringing first but I've passed this on though incase it's not working or not doing something it's meant to. Is it your internet that you're having issues with?

Re: Does sending HELP to 07800 008121 Do anything?

jab1 — Sun, 02 Jul 2023 16:14:58 GMT

@James30 - are you 100% sure of that?

Re: Does sending HELP to 07800 008121 Do anything?

Azagoth — Sun, 02 Jul 2023 16:16:10 GMT

@James30 Yes, it's internet issues.

https://community.plus.net/t5/Broadband/Internet-dropped-and-now-speed-has-more-than-halved/td-p/1927499

Re: Does sending HELP to 07800 008121 Do anything?

James30 — Sun, 02 Jul 2023 17:01:29 GMT

@jab1 - After finding it on our website I'm not sure at all now, I've found this on our website @ https://www.plus.net/help/report-a-problem/broadband/ so I've passed on that people aren't getting a response back from it incase there's an issue.

Re: Does sending HELP to 07800 008121 Do anything?

Phaeton — Sun, 02 Jul 2023 17:08:22 GMT

I beg to differ (currently), 1 month later & I'm still awaiting a response

Re: Does sending HELP to 07800 008121 Do anything?

jab1 — Sun, 02 Jul 2023 17:12:38 GMT

Fair enough @James30 . I only queried your statement as , AIUI, that number and its associated action, is to determine, automatically, if a subscriber has an issue, based on automated tests. Unfortunately, those tests on occasion, return false positive/negative results, which is why, when I point customers to the links, I ask them to report the responses as it sometimes needs manual intervention.