topic Re: Can i get a line test in Broadband

Can i get a line test

Simpletv — Wed, 29 May 2024 19:33:46 GMT

Being having issues now for for a few weeks.
I'm getting between 4mb and 10mb, should be getting about 80mb.
I've restarted the router a few times, does no good. I've texted the help number but it says it can't find my account associated with my phone number

Thanks

Re: Can i get a line test

jab1 — Wed, 29 May 2024 19:41:11 GMT

@Simpletv From what you have posted, I'm guessing you are on a SOGEA (no phone) FTTC connection - not Full Fibre, and unfortunately, the system is currently unable, in most cases, to associate accounts.

You clearly do have an issue, and the only way to resolve it is to call Customer Support on 0330 123 9123 tomorrow after 0800.

Re: Can i get a line test

Simpletv — Wed, 29 May 2024 19:44:18 GMT

I'm working moat days 12hra 8 till 8 at the moment so I'm finding it difficult to get on the phone to them.

Yeah, the line doesn't have a phone connection

Re: Can i get a line test

jab1 — Wed, 29 May 2024 19:50:17 GMT

In that case, I understand your problem. However, calling in is the only way to resolve this, I'm afraid.

Re: Can i get a line test

bmc — Wed, 29 May 2024 20:09:24 GMT

@Simpletv

If you log in to your PN account then (under My Details I think) you should find your BBEU number. I believe this can be used to run line tests.

Brian

Re: Can i get a line test

Simpletv — Wed, 29 May 2024 20:11:55 GMT

Thanks got that number but where do I use it?

Re: Can i get a line test

jab1 — Wed, 29 May 2024 20:16:38 GMT

Good question, @Simpletv - unless the option of using it is on the bot menu, it is rather useless. I would be interested to know if such an option exists, as it would help to be able to recommend it.

Re: Can i get a line test

Simpletv — Wed, 29 May 2024 20:23:30 GMT

It doesn't work on the bot phone number.

I've tried it with help and fault. Doesn't work

Re: Can i get a line test

jab1 — Wed, 29 May 2024 20:27:03 GMT

Didn't think it would, TBH, but as that is unique to each connection, it should really be in place of the phone number. I'm quite amazed the system wasn't designed around that.

Re: Can i get a line test

bmc — Wed, 29 May 2024 20:30:18 GMT

@Simpletv

I donl know if you need to log in first but if you go to the PN Help & Support page, choose Broadband and then Report a Problem.

Run the BT Wholesale Test and then choose Advanced Diagnostics. You can use the BBEU there.

Brian

Re: Can i get a line test

jab1 — Wed, 29 May 2024 20:34:01 GMT

But, @bmc , that will still not report a fault to PN.

Re: Can i get a line test

Simpletv — Wed, 29 May 2024 20:37:11 GMT

Thanks.

I click report a problem it's telling to send the texted message.

Don't see anything about bt test

Re: Can i get a line test

dvorak — Wed, 29 May 2024 20:39:33 GMT

Moderators Note

This topic has been moved from Full Fibre To Broadband

Re: Can i get a line test

jab1 — Wed, 29 May 2024 20:40:33 GMT

As I said earlier, until PN enable the use of the BBEU number in place of the phone number in the bot, your only option realistically, is to call in.

Re: Can i get a line test

bmc — Thu, 30 May 2024 10:09:06 GMT

@Simpletv @jab1

I just ran the Additional Diagnostics report out of curosity.

While I agree it doesn't provide a method for fault reporting if it does identify a problem you can download a report. This gives you information to use when speaking to support or, if a screen image is posted on here (hiding details), then advice can be offered.

Brian

Re: Can i get a line test

jab1 — Thu, 30 May 2024 10:19:29 GMT

I can't confirm/deny that - I'm on FTTP with Zen, so it wouldn't run for me now, but from memory when I was with Plusnet, it used to say either 'we have found no performance issues with your connection' or 'the tests were inconclusive, further investigation may be required' - or words to that effect. I never knew it to detail what it 'found'.

Re: Can i get a line test

goldenfibre — Sat, 01 Jun 2024 16:21:50 GMT

BTw Additional Diagnostics report out of curosity (it will not work on FTTP or SoGEA) it only work via FTTC with phone number only or G.Fast (SoGfast) I believed BTw are going to fix this soon for SoGEA.

Re: Can i get a line test

bmc — Sat, 01 Jun 2024 16:34:52 GMT

@goldenfibre

It does work on FTTP - I tried it a few days ago using my BBEU number.

Brian

Re: Can i get a line test

goldenfibre — Sat, 01 Jun 2024 16:37:56 GMT

That's good to hear it. Mind you I don't have FTTP. I am on SoGfast and can confirmed it does work on BTw PT with BBEU number.

Re: Can i get a line test

jab1 — Sat, 01 Jun 2024 16:39:59 GMT

@bmc wrote:

@goldenfibre

It does work on FTTP - I tried it a few days ago using my BBEU number.

Brian

So, I suspect the same can be said for SOGEA connections?