topic Re: HELP system woes in Broadband

HELP system woes

jamoleo — Thu, 06 Jul 2023 21:37:08 GMT

I'm trying to report my broadband issue but if I text HELP during opening hours I get no response, but trying it outside of hours I get a response to say it's closed but the message will be picked when open again. My account includes my mobile number in the mobile field so the account matches the phone I texted from.

I'm trying to rule out router issues by getting a line check done. I get no connection at all, the WAN light never even tries to light when rebooting the router. Same when doing a factory reset and adding on the plusnet DSL settings. Changed the DSL cable to the 5C Master socket but no difference. I guess the filter in the master socket could be dead.

Going to give it another shot tomorrow morning but please plusnet what am I doing wrong? I've been without broadband for over 2 weeks now.

Re: HELP system woes

jab1 — Fri, 07 Jul 2023 05:44:14 GMT

@jamoleo Try ringing in?

Re: HELP system woes

ClaudiaG23 — Fri, 07 Jul 2023 08:26:45 GMT

Hey @jamoleo I've run a test on your line and it's showing there is a possible fault with your landline, which we don't supply. Have you tested the landline phone to see if this is working and if there is no noise on the line?

Re: HELP system woes

jamoleo — Mon, 10 Jul 2023 21:40:47 GMT

Hi Claudia,

Apologies for the response delay - the landline phone is working perfectly but the DSL connection is dead. Managed to try a new router but it's exactly the same.

Will call BT in the morning I guess

Re: HELP system woes

willcutforth — Wed, 12 Jul 2023 11:48:13 GMT

Hey there @jamoleo did you manage to get through to BT at all?