topic Re: No dial-tone, broadband very slow in Home Phone

No dial-tone, broadband very slow

Okay — Fri, 04 Nov 2022 10:56:10 GMT

Hello, Since yesterday I have no dial tone and broadband is working buy only just.

Logged into my account and went to report a problem but only option was to phone (or text).

As I don't use a mobile only other option was to post here.

Is there anyone here that can look into this for me please?

Thanks.

Re: No dial-tone, broadband very slow

jab1 — Fri, 04 Nov 2022 10:58:24 GMT

@Okay Try reporting a PHONE issue via: https://www.plus.net/help/report-a-problem/phone/

Re: No dial-tone, broadband very slow

Okay — Fri, 04 Nov 2022 11:07:08 GMT

Hello John, that's where I came from to post here:

"Text PHONE to 07800008121" I Have no phone option.

Thanks.

Re: No dial-tone, broadband very slow

jab1 — Fri, 04 Nov 2022 11:11:03 GMT

Ah, OK. In that case, I'm afraid you will have to hope one of the Help Team pick this up, but they are rather thin on the ground and slow to respond - sorry.

Re: No dial-tone, broadband very slow

Baldrick1 — Fri, 04 Nov 2022 11:11:32 GMT

@Okay

Try the old on line link, it might still work: https://faults.plus.net/

Re: No dial-tone, broadband very slow

jab1 — Fri, 04 Nov 2022 11:12:17 GMT

Good thinking, @Baldrick1

Re: No dial-tone, broadband very slow

Okay — Fri, 04 Nov 2022 13:57:18 GMT

Thanks, followed that link and it did a line check. Internet cut out while doing it so didn't get any further info on screen. Got connection again (very sluggish). Do I have to do anything else?

Thanks for helping.

Re: No dial-tone, broadband very slow

Baldrick1 — Fri, 04 Nov 2022 14:58:52 GMT

@Okay

If it didn’t complete then I would do it again.

Leave it a few hours then log in to your Plusnet account. If it’s worked then hopefully there might be a notification of a new open ticket on the account, see the bell icon.

This problem has all the symptoms of one of the two cores of the telephone connection to your home having a break in one of the cores.

Re: No dial-tone, broadband very slow

Okay — Fri, 04 Nov 2022 15:03:12 GMT

I suspect the internet disconnected because it was doing the test, but I'll try it again.

Thanks for your help.

Re: No dial-tone, broadband very slow

Okay — Fri, 04 Nov 2022 16:15:23 GMT

Tried again, the internet disconnects while the phone line check is taking place so can't get result of test.

Modem won't reconnect, I have to turn it off for a while and then it connects again.

How can I report a problem with my telephone line without use of a mobile phone or social media account please?

Thanks for any help.

Re: No dial-tone, broadband very slow

jab1 — Fri, 04 Nov 2022 16:25:41 GMT

@Okay As @Baldrick1 suggests, try logging into your account and see if a ticket has been raised. If not back and we can see if we can do anything to help.

Re: No dial-tone, broadband very slow

Okay — Fri, 04 Nov 2022 16:32:52 GMT

Oh sorry, yes the problem has been noted and put on hold until Monday.

Thanks for the help everyone.

Re: No dial-tone, broadband very slow

jab1 — Fri, 04 Nov 2022 16:50:05 GMT

Let us know what they say. Any details in the 'On Hold' notification?

Re: No dial-tone, broadband very slow

Okay — Fri, 04 Nov 2022 17:09:02 GMT

The last post said:

Your Help Assistant Question is now being placed on hold. The next action on your Question will be 07-11-2022.
Regards,
Customer Support.

Your fault has now been raised with Openreach...

...

Fault details:

Description: FAULT - Dis In Network
External fault reason
Reason: FAIL

Re: No dial-tone, broadband very slow

jab1 — Fri, 04 Nov 2022 17:13:32 GMT

Cheers @Okay Looks like they are waiting for the Openreach response, which they should have by Monday.

Re: No dial-tone, broadband very slow

Okay — Mon, 07 Nov 2022 18:29:07 GMT

It's Monday evening, no phone, internet still crawling and haven't heard anything.

How do I check on the status please? I logged into my account but can't see any links for it now.

Thanks.

Re: No dial-tone, broadband very slow

jab1 — Mon, 07 Nov 2022 18:39:48 GMT

Evening, @Okay if the ticket was on hold until today it should still be on the same page as it was last time you found it. If it isn't, try this link - when logged in of course. Plusnet Ticket Search

Re: No dial-tone, broadband very slow

Okay — Mon, 07 Nov 2022 18:44:07 GMT

Thanks for the reply, I've bookmarked the link, couldn't find this earlier.

Nothing's been updated today.

Re: No dial-tone, broadband very slow

jab1 — Mon, 07 Nov 2022 18:49:34 GMT

That is no surprise, unfortunately. As you have no phone all I can suggest is you try again tomorrow and let us know, preferably a little earlier and I'll see if I can find someone to check for you. No guarantee, though, as PN staff seem as rare as hens teeth these days.

Re: No dial-tone, broadband very slow

Okay — Tue, 08 Nov 2022 11:11:17 GMT

Thanks for helping.

Nothing has happened since they posted the "Your Help Assistant Question is now being placed on hold. The next action on your Question will be 07-11-2022." message. That was 4 days ago.

EDIT: Sorry, I was looking at the top of the list they responded yesterday:

"Your fault is currently under investigation with our suppliers and has an estimate response time of 08/11/22 by 23:59:59, due to this we will hold this ticket till after this time."