topic Service call needed in Home Phone

Service call needed

DavidB4 — Tue, 02 Aug 2022 11:40:20 GMT

Hi, we are in dire urgent need of help. Our phone line has developed a fault. This means we can't use a phone to contact people. Have tried all the solutions given to no avail. The line is very crackly and we cannot make calls. We are receiving calls in that the phone rings but if we answer we can't hear anything other than crackle and buzzes. Internet is rubbish too. Jumping in and out randomly. We've never had it so bad. So, seeing as we don't have a mobile signal for miles around our home and rely on WiFi calling we're unable to ring anyone. It's only chance I've been able to get on this forum! So, please can we have an engineer visit. We're both disabled so it's getting rather difficult. Thanks. As a final note - people take it for granted but WE CAN'T SEND OR RECEIVE TEXTS.

Re: Service call needed

DavidB4 — Tue, 02 Aug 2022 12:31:52 GMT

Please can someone book us an engineer call urgently, we can't do it ourselves.

Re: Service call needed

adamwalker — Tue, 02 Aug 2022 12:36:06 GMT

Hi there David, I'm really sorry that there's an issue with your line again and I get why it's so important for you to be contactable and that's currently a big problem due to the line fault and the lack of mobile signal.

I've just tested your line and it's showing sings of something called a "loop fault" I've raised that with Openreach now and I'll keep you updated as your point of contact. I'm on shift until 17.30 today if you need to get back to me.

We usually receive a response within a 72 hours but I should be able to get a more urgent response by raising a welfare case which I'm going through now.

So we can prioritise your support in future can you fill out the additional support form here when you can please? https://www.plus.net/help/legal/accessibility/

Re: Service call needed

MisterW — Tue, 02 Aug 2022 12:38:19 GMT

@DavidB4 Whilst waiting for a staff member to pick this up, given that you have some internet access, you might try raising a fault at https://faults.plus.net

edit: ignore as I see adam has picked it up

Re: Service call needed

DavidB4 — Tue, 02 Aug 2022 13:04:08 GMT

Thanks everyone, I'm looking forward to being able to call people again!

Re: Service call needed

DavidB4 — Tue, 02 Aug 2022 16:53:59 GMT

I know it's been logged with openreach but is it possible to get the call prioritised? I've filled in with form but I want to emphasise our need for it to be fixed. I have just been discharged from hospital after an operation so need to have the ability to call for help in case of an emergency. I'm really stuck without the landline. Thanks in anticipation and I really hope someone can help.

Re: Service call needed

adamwalker — Wed, 03 Aug 2022 08:15:36 GMT

Hi there David, cheers for getting back to us, I understand why it's so important for you to be able to have open lines of communication due to your medical condition and I hope you make a quick recovery by the way.

Updates show that the issue is due to be resolved by the end of the day tomorrow at the very latest, I'll check again for updates in around 2 hours from now.

Re: Service call needed

DavidB4 — Thu, 04 Aug 2022 18:49:25 GMT

Nope, not solved by the end of the day tomorrow.

Re: Service call needed

LaurenB — Fri, 05 Aug 2022 09:19:06 GMT

Hiya @DavidB4, I am really sorry about this. I have added a reply on the open ticket for you and will add a further message when I've been able to chat with our suppliers for the latest.