topic Re: Help need a line test in Broadband

Help need a line test

Cornishrex11 — Thu, 10 Aug 2023 00:50:02 GMT

Does Plusnet technical team read these posts? We are travelling in Asia for 6 weeks. We are relying on our internet at home to be working to check in on security cameras and for our automated wi fi catfeeder to work. It stopped working 48 hours ago - all kit saying the internet is offline. My aged 90 year father (aka internet illiterate), who is living there, confirms that all the power is on, nothing tripped on the fuseboard, and the Plusnet router is lit up in pink as it should be (pass through mode to orbi house router). So either there is a line fault or the main orbi router is not working. I need Plusnet to do a line check. But I cannot text that number they advertise to ask for a line check because I do not have my registered phone with me in Asia (work phone - job wouldn’t let me take it away with me). Is there any way of having an email conversation with Plusnet to ask them to do a line check?

Re: Help need a line test

MisterW — Thu, 10 Aug 2023 05:55:48 GMT

and the Plusnet router is lit up in pink

If that is the case, then it has DSL sync and there isnt a line problem.

Your problem sounds more like the orbi router isnt working.

Re: Help need a line test

Cornishrex11 — Thu, 10 Aug 2023 14:14:24 GMT

Thanks. I’ll have to call my father to check again then as the orbi router has never gone wrong before, whereas plusnet, since we moved to it a few months ago, has gone offline a few times. So back to my question, do plusnet staff not monitor and respond to threads on this forum? Do I have no way of an email convo with them about double checking my line? There was a problem on the line only a month or so back so I am suspicious.

Re: Help need a line test

MisterW — Thu, 10 Aug 2023 14:25:27 GMT

So back to my question, do plusnet staff not monitor and respond to threads on this forum?

Staff do monitor this forum and respond, but don't expect an instant response. Bear in mind this is not an official support channel so it may take a while for a response.

Re: Help need a line test

198kHz — Thu, 10 Aug 2023 15:15:30 GMT

@Cornishrex11 wrote:
Do I have no way of an email convo with them about double checking my line?

Welcome to the forum. 🙂

Unfortunately Plusnet send emails about promotions, upgrades etc, but do not use it for reporting or corresponding about faults or other customer issues.

Re: Help need a line test

Dan_the_Van — Thu, 10 Aug 2023 15:16:17 GMT

@Cornishrex11

You can raise a fault using this link https://faults.plus.net

HTH

Re: Help need a line test

Cornishrex11 — Fri, 11 Aug 2023 01:01:28 GMT

Thank you everyone.