topic Re: Bb line number in Everything else

Bb line number

Megawrecker — Mon, 18 Nov 2024 12:36:58 GMT

How do you text fault to plusnet if you don't have a landline

Re: Bb line number

Townman — Mon, 18 Nov 2024 12:40:16 GMT

You text from your mobile phone ... texting from a landline requires atypical capability.

Re: Bb line number

bmc — Mon, 18 Nov 2024 12:59:12 GMT

@Megawrecker

If you'e on SOGEA (no landline) or FTTP then I believe the TEXT link doesn't work - it need's the landline number.

You either have to phone support or wait until a staff member picks up this thread - as they tend to be thin on the ground this could be days.

Brian

Re: Bb line number

Megawrecker — Mon, 18 Nov 2024 13:01:39 GMT

Thankyou

Re: Bb line number

Megawrecker — Mon, 18 Nov 2024 13:55:11 GMT

When i text fault on mobile it comes back as number not recognised

Re: Bb line number

jab1 — Mon, 18 Nov 2024 13:57:54 GMT

Have added it to your account?

Re: Bb line number

bmc — Mon, 18 Nov 2024 14:38:44 GMT

@Megawrecker

Stupid question time - did you text "HELP" as per the support page?

@jab1

If the OP is on SOGEA or FTTP then there is no landline number to add to the account.

Brian

Re: Bb line number

jab1 — Mon, 18 Nov 2024 14:40:54 GMT

@bmc Maybe I wasn't clear enough, @bmc - I meant the mobile number, I am well aware that SoGEA/FTTP connections do not have a land-line number.

Re: Bb line number

bmc — Mon, 18 Nov 2024 14:50:41 GMT

@jab1

As far as I'm aware the mobile number doesn't work either.

Brian

Re: Bb line number

jab1 — Mon, 18 Nov 2024 14:55:32 GMT

I had heard that rumour, although some seem to succeed. The only option in that case is to call.

Re: Bb line number

Townman — Mon, 18 Nov 2024 16:44:47 GMT

I have an escalation on this - if I understood correctly if the mobile is referenced on the account it should work.

Re: Bb line number

bmc — Mon, 18 Nov 2024 17:19:18 GMT

@Townman

iI was considering asking for an escalation on this. It's not the first time this question has been asked on here.

PN need to change the wording on their Support page to state either that texting "HELP" doesn't work on SOGEA or FTTP or. if it does work with mobiles then the number needs to be added to a Users account in both the landline and mobile numbers.

Brian

Re: Bb line number

pvmb — Wed, 20 Nov 2024 23:02:22 GMT

Surely what needs to be done is for Plusnet to get the system to work with the BBEU number, instead of a landline number?

After all, in future, nobody will have a 'landline' number...

Re: Bb line number

Townman — Wed, 20 Nov 2024 23:21:14 GMT

Complete misunderstanding - the issue is (without the addition to the text message) to map the mobile phone number to the account name. Nothing to do with the supply phone line or the BBEU number.

Re: Bb line number

pvmb — Wed, 20 Nov 2024 23:41:30 GMT

@Townman

Finally... I am in the process of trying this out for myself.

Texting "PHONE <my mobile number>" to number 07800 008121

So far it looks as if is working (got last three digits of my postcode). Eureka! But still waiting for the final report.

Re: Bb line number

pvmb — Thu, 21 Nov 2024 00:07:36 GMT

...Still waiting, so no final report!

So it half works. Putting it another way: it doesn't work. Oh well. ☹️

Re: Bb line number

Townman — Thu, 21 Nov 2024 08:20:11 GMT

What are you expecting to happen here?

You’ve invoked the PHONE bot referencing your mobile number.

The original implementation did require the telephone number on which Plusnet’s service is provided, however that functionality has changed. Now you text..

PHONE for a voice service fault
HELP for a broadband fault
ADVISOR to request a support call

What service fault are you seeking assistance with?

Re: Bb line number

pvmb — Thu, 21 Nov 2024 08:41:55 GMT

@pvmb wrote:

...Still waiting, so no final report!

So it half works. Putting it another way: it doesn't work. Oh well. ☹️

Success! It DOES work...

Overnight - I got a report in the morning. To be fair I turn my mobile off overnight and got the report in the morning. No fault found, offered to carry out further tests if I replied "NEXT", which I did but likely my test had timed out by then. Bot replied I could text "ADVISOR" during working hours for them to call back.

So the initial response to the test request was quick, much quicker than the "within 15 minutes". But the test report took longer than the reported "within 30 minutes", I don't know how long.

So automatic circuit test works for me using my mobile number for the test line - I am on FTTC and still with a landline phone.