topic Re: Plusnet HELP bot does not recognize my number? in Broadband

Plusnet HELP bot does not recognize my number?

dcdc — Tue, 23 Apr 2024 12:55:35 GMT

I was debugging some latency splikes and I texted 07400 008121 with HELP and it replied and I did the next step with my phone number but it is not recognized.

I have done this many times before and it used to work and often resolved my issues.

The only thing I can think of that changed is that I was "upgraded" recently and got a new plusnet router, and possibly moved over to some new subscription model or something. I still see my usual number on my account when I log in.

Re: Plusnet HELP bot does not recognize my number?

jab1 — Tue, 23 Apr 2024 13:06:23 GMT

@dcdc If you are now on SoGEA, without a phone, the system can't cope. You will need to call in.

Re: Plusnet HELP bot does not recognize my number?

dcdc — Tue, 23 Apr 2024 14:40:37 GMT

Strange. This is a new thing right? I used to be able to simply chat in and the bot did some checks.

Re: Plusnet HELP bot does not recognize my number?

jab1 — Tue, 23 Apr 2024 14:47:16 GMT

@dcdc If, as I suggested above, you no longer have a phone service, then your 'phone number' is meaningless and as I also said, PN appear to have forgotten to put in place a replacement identifier for your connection.

Re: Plusnet HELP bot does not recognize my number?

MisterW — Tue, 23 Apr 2024 15:05:26 GMT

AFAIK The Bot is supposed to attempt to match the mobile number from which the text is sent, to a mobile registered on an account. If it can find a match it should automatically identify the account without requesting a landline number.

Re: Plusnet HELP bot does not recognize my number?

jab1 — Tue, 23 Apr 2024 15:08:51 GMT

@MisterW It is obviously not doing that though - ISTR at least one other user having this problem.

Re: Plusnet HELP bot does not recognize my number?

MisterW — Tue, 23 Apr 2024 15:11:29 GMT

Yup!. Its been brought up and I'm not sure the reasons for its failure sometimes, have been established

Re: Plusnet HELP bot does not recognize my number?

dcdc — Tue, 23 Apr 2024 16:02:05 GMT

I *never* had a phone service. NEVER EVER.

Yet it used to work.

Re: Plusnet HELP bot does not recognize my number?

jab1 — Tue, 23 Apr 2024 16:04:30 GMT

You must have had a phone connection, though - ADSL and FTTC both run over the copper which provided the phone service.

Re: Plusnet HELP bot does not recognize my number?

bmc — Tue, 23 Apr 2024 16:12:37 GMT

@dcdc

As stated your ADSL / FTTC connection was controlled by a phone line with a number - even if you didn't use it.

You could try logging into your PN Members portal and under Account Details change your phone line number to your mobile number.

Brian

Edit Only do this if the upgrade was to FTTP. IF you went to a SOGEA account I'm not certain what would happen.

Re: Plusnet HELP bot does not recognize my number?

dcdc — Tue, 23 Apr 2024 18:16:32 GMT

Yes, but I would *still* have that if that is the case and am not even aware of any phone number for whatever that is.

Re: Plusnet HELP bot does not recognize my number?

dcdc — Tue, 23 Apr 2024 18:17:24 GMT

My phone number in my account is my cell phone number. I don't think I've ever known my "line" phone number.

Re: Plusnet HELP bot does not recognize my number?

jab1 — Tue, 23 Apr 2024 18:27:21 GMT

If you log into your account and click the 'Manage Account' tab, the resulting page will detail the 'phone number' your service is/was provided over, although if you are on a SoGEA connection, as it appears you are, it is irrelevant.

Re: Plusnet HELP bot does not recognize my number?

MisterW — Tue, 23 Apr 2024 18:44:20 GMT

There's also a 'mobile number' field there.which is used for things like text message notifications for order status etc

That's probably the number the bot is trying to match

Re: Plusnet HELP bot does not recognize my number?

jab1 — Tue, 23 Apr 2024 18:45:57 GMT

Is that field filled in correctly, though?

Re: Plusnet HELP bot does not recognize my number?

MisterW — Tue, 23 Apr 2024 18:57:30 GMT

On my account, yes. The 'phone number' field, on the other hand, isn't! It's the old number before I moved house and to FTTP about 3 years ago i.e the last 'real' landline number

Re: Plusnet HELP bot does not recognize my number?

jab1 — Tue, 23 Apr 2024 19:00:07 GMT

@MisterW Interesting - but I wasn;t asking you - rather @dcdc .😉

Re: Plusnet HELP bot does not recognize my number?

MisterW — Tue, 23 Apr 2024 19:29:50 GMT

I guessed you were, but I thought I'd answer anyway..

Re: Plusnet HELP bot does not recognize my number?

dcdc — Wed, 24 Apr 2024 08:33:11 GMT

I just checked and both mobile and phone number fields are filled in with the same number (my mobile number).