topic Re: How report a line fault? in Home Phone

How report a line fault?

anmoreton — Wed, 09 Nov 2016 09:26:10 GMT

I have no dial tone at home. Tried to report by phone but the queues are ridiculous; can't raise an issue [at work] via broadband / phone troubleshooter as it errors out; there does not appear to be any email contact. What to do?

Re: How report a line fault?

jaread83 — Wed, 09 Nov 2016 09:30:02 GMT

To report a fault, go to https://faults.plus.net (requires member centre login).

Re: How report a line fault?

MatthewWheeler — Wed, 09 Nov 2016 09:41:16 GMT

Sorry to hear your phone isn't working.

Our tests have found a external fault which I've raised for you.

Re: How report a line fault?

anmoreton — Wed, 09 Nov 2016 09:45:50 GMT

@jaread...that doesn't work, as above.

However, Matthew has raised the error - thanks.

Andrew

Re: How report a line fault?

jelv — Wed, 09 Nov 2016 11:21:32 GMT

@jaread83 wrote:

To report a fault, go to https://faults.plus.net (requires member centre login).

That's the wrong link to report a phone fault! It should be https://www.plus.net/my-account/tools/phone-troubleshooter which is linked from https://www.plus.net/help/phone/phone-line-troubleshooting/

Re: How report a line fault?

jaread83 — Wed, 09 Nov 2016 11:22:28 GMT

Thanks for the correction. I should have known that!

Re: How report a line fault?

Charles101 — Tue, 06 Dec 2016 19:26:31 GMT

Sure seems a very complicated and rather hidden way to report a fault. Not at all customer friendly, but maybe PN no longer wants customers.

Re: How report a line fault?

Anoush — Tue, 06 Dec 2016 19:56:00 GMT

Just for reference, the phone troubleshooter will only raise a fault to suppliers if it detects an external fault.

If it detects no fault or a fault that requires an appointment it'll ask you to call us. Which is where the phone line troubleshooting guide comes into play to rule out an internal fault before you make the call.