topic Re: Landline down but the only way to contact is telephone? in Home Phone

Landline down but the only way to contact is telephone?

Batphone — Tue, 30 Aug 2022 11:48:50 GMT

Ok, so my phone line went down last week after Openreach engineers appeared on the street (my neighbour was also cut off). I raised an issue with Plusnet via chat and was advised it might not be fixed until after the bank holiday weekend. I haven't seen any activity so far today. I wanted to check the status of the raised ticked, but it seems there is no facility for this online? I am sure such a facility did exist at one time? Am I missing it somewhere in the confusion and chaos of the PlusNet website?

I followed the support link only to find that the only way to contact support for a telephone fault is.... by phone!

Seriously?

Anyone know whether the ticket viewing feature still exists or was it removed?

How do I get on to chat to contact support? Can't see a link for that anywhere at the moment.

Re: Landline down but the only way to contact is telephone?

flanzm — Tue, 30 Aug 2022 12:07:37 GMT

Try https://www.plus.net/wizard/?p=search that should let you see tickets.

Re: Landline down but the only way to contact is telephone?

RobPN — Tue, 30 Aug 2022 12:32:14 GMT

@Batphone wrote:

I followed the support link only to find that the only way to contact support for a telephone fault is.... by phone!

.

@Batphone

Still a phone, but do you have a mobile phone?

If so you can report a phone line fault by using it to send an SMS, apparently it works well.

https://www.plus.net/help/report-a-problem/phone/#phone

EDIT: If you don't have a mobile perhaps you could get a friend or neighbour to send the text for you.

Re: Landline down but the only way to contact is telephone?

Batphone — Tue, 30 Aug 2022 13:42:18 GMT

@flanzm wrote:

Try https://www.plus.net/wizard/?p=search that should let you see tickets.

flanzm, thanks. That does allow me to see what they have logged and I can see the estimated date for a fix is tomorrow. Still no one arround today and still no dial tone.

Re: Landline down but the only way to contact is telephone?

Mustrum — Tue, 30 Aug 2022 13:49:37 GMT

Given OR and parts of BT are on strike today and tomorrow you may need to wait a bit longer.

Re: Landline down but the only way to contact is telephone?

Batphone — Tue, 30 Aug 2022 14:04:13 GMT

@RobPN wrote:

@Batphone wrote:

I followed the support link only to find that the only way to contact support for a telephone fault is.... by phone!

.

@Batphone

Still a phone, but do you have a mobile phone?

If so you can report a phone line fault by using it to send an SMS, apparently it works well.

https://www.plus.net/help/report-a-problem/phone/#phone

EDIT: If you don't have a mobile perhaps you could get a friend or neighbour to send the text for you.

Rob,

Thank you for your reply, but the issue is that I am trying to follow up on a fault that was logged last week. I was able to log the fault after I obtained the number from PlusNet chat. They asked me to make a call because apparently they cannot take faults over chat, they only deal with sales. Fortunately I had access to a mobile phone at the time. The Chat option has not appeared on the website today.

I still have Internet, just no phone. I believe OpenReach did something when they were here last week. They inadvertently (being kind here) cut the neighbour off and my Internet connection was going up and down while they were here. The Internet connection stabilised after they had gone but I later noticed that my phone no longer had a dialtone....

I was not aware of the SMS method and have made a note for future reference.

I will wait to see whether anyone turns up tomorrow.

Re: Landline down but the only way to contact is telephone?

Batphone — Tue, 30 Aug 2022 14:06:09 GMT

@Mustrum wrote:

Given OR and parts of BT are on strike today and tomorrow you may need to wait a bit longer.

Wasn't aware of that either!

Re: Landline down but the only way to contact is telephone?

LaurenB — Wed, 07 Sep 2022 12:57:21 GMT

Hiya @Batphone, thanks for getting in touch. I'm really sorry for the issues that you have had with your phone.

I realise it's been a few days since you were in touch now and looking at this, our suppliers have cleared the fault. Is everything now working?

Re: Landline down but the only way to contact is telephone?

Batphone — Wed, 07 Sep 2022 14:13:50 GMT

Lauren, thank you, yes, an OpenReach engineer finally arrived on Monday (05/09/2022) to fix the fault, 11 days after it was first reported (26/08/2022). Unfortuntaely we did have the bank holiday, and then OpenReach were on strike on the 30th and 31st. I am not sure why it was delayed thereafter. The first I knew On Monday 5th was when the Internet connection went down. I looked out of the window and there was the OpenReach van and an engineer in the hole in the street. He hadn't let me know that he would be working on the line so I went out and asked him, which he confirmed. The Internet and the phone line came on a few minutes later but he also left without saying anything. I finally got an SMS a couple of hours later in the day from PlusNet confirming that the fault had been reported as resolved. Both telephone line and Internet seem to have been working fine since. I am grateful that this has now been resolved.