topic Re: Phone line died in Home Phone

Phone line died

Smokey13 — Sat, 19 Feb 2022 10:38:11 GMT

Hi, so midday-ish yesterday my broadband suddenly stopped working (I did reset my router evt but it made no difference) and then I checked the phone and there was no dial tone either so I was wondering if it could be storm damage or something?, don't think it's my end (was working fine till it died), any chance someone at plusnet could test my phone line?

Thanks

Re: Phone line died

Ortero — Sat, 19 Feb 2022 10:47:11 GMT

@Smokey13 I've got the same problem, my post is three or four below yours. If you've got a mobile go to the help section and you can text your phone number to Plusnet for them to check your line. If you have no mobile @Townman has provided a useful link - phone faults - in his reply to my post where you can test your line. Good luck.

Re: Phone line died

Baldrick1 — Sat, 19 Feb 2022 10:49:37 GMT

@Smokey13

Report it by Text, see https://www.plus.net/help/report-a-problem/phone/

Re: Phone line died

Smokey13 — Sat, 19 Feb 2022 12:38:13 GMT

Well, I appreciate the replies but unfortunately I can't do phonecalls due to disability so I did try to report by text (as it said they would text back if there was a fault) but they rang me instead, so epic fail.

Anyway last time I had an issue I just posted on the forum and they tested it so I figured I'd try it again, I think I'll just wait to see if plusnet will test it or not.

Re: Phone line died

Ortero — Sat, 19 Feb 2022 12:52:09 GMT

@Smokey13 this page https://www.plus.net/help/legal/support-for-customers-with-disabilities/ may be of interest. Most if not all telecoms providers offer priority fault fixes to "vulnerable" customers, you may qualify.

Re: Phone line died

Gandalf — Sat, 19 Feb 2022 15:35:23 GMT

Hi @Smokey13

I'm really sorry to see your phone and broadband's not working.

I've tested your line today and the tests are showing what's known as an external "Battery Contact" fault, so I'm surprised that this wasn't picked up and raised automatically when you sent a text to us.

I've reported the fault now to our suppliers anyway and we've been given an estimated response time of by 23/02/22 23:59:59 for an engineer to go out and investigate further.

If you can fill out our additional support form Here and provide some details of your disability on the ticket I've logged Here I may be able to get this fixed quicker for you.

Re: Phone line died

Smokey13 — Sun, 20 Feb 2022 00:36:15 GMT

Hi @Gandalf, thank you for testing the line, I appreciate it.

Ah, so there was a fault, I thought there probably was due to how the broadband/phone died.

Anyway an engineer taking a look by end of 23rd should be fine, thanks for reporting it and letting me know.

Re: Phone line died

Gandalf — Sun, 20 Feb 2022 08:41:33 GMT

Hi @Smokey13

No problem, let me know how it goes

Re: Phone line died

Smokey13 — Thu, 24 Feb 2022 14:12:09 GMT

Hi @Gandalf

the engineer came out and said the line from the box to the house was damaged so he replaced it and it's all back up and running normally now.

thanks again for the help.

Re: Phone line died

Gandalf — Thu, 24 Feb 2022 14:13:59 GMT

Excellent! No problem, cheers for the confirmation @Smokey13

If you have further issues or there's anything else you need help with, feel free to get back to me and I'll be happy to help.