topic Re: Faulty Landline in Home Phone

Faulty Landline

Sucks — Mon, 28 Nov 2022 16:41:11 GMT

To say that I am annoyed at this point would be a colossal understatement, the beginning of my trials begun with there being a horrific "machine" noise on my land line, I can (apparently) call out but nobody can hear me, this has gone on for at least about a week now. Stage two of the trials had me doing research to discover Plusnet have closed all forms of online chat only offering a phone number - how the hell does that help people in situations like mine? So instead and stage three of the trials I went to post in these very forums but needed to recover my password for my existing account only to find something is borked with the Plusnet automated systems as it doesn't send out an email to recover my password (and yes of course I checked spam) so I've had to set up this new account just to post in the forum to try and get help for my current problem.

I've already lost money because of this land line fault and am seriously considering contacting Ofcom about the utterly dire and shambolic state Plusnet is in. I want my land line sorted within one working day.

Re: Faulty Landline

jab1 — Mon, 28 Nov 2022 16:53:56 GMT

@Sucks Have you actually reported the problem to Plusnet. If you have a mobile phone, and have not already reported it, use the below link:-

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

Re: Faulty Landline

willcutforth — Mon, 28 Nov 2022 17:16:56 GMT

Hey there @Sucks so sorry to hear of the issues with the landline and getting through to us. Please can you fire across your username to me and I will investigate? If not, you can report it the same way @jab1 stated

Re: Faulty Landline

Townman — Mon, 28 Nov 2022 17:18:50 GMT

Send a Personal Message

Support staff might ask for private information to be sent via a Personal Message (PM) which new users might not know how to do. Further to that, new users might not have attained sufficient ranking to send PMs:-

Have made 5 or more posts
Have logged in (and out) at least twice and made 3 posts

Having attained the ranking a PM is sent as follows:-

Click on the staff member's name in the left panel
Click on SEND PRIVATE MESSAGE on the right

Note that PMs sent to one staff member are visible to all staff members to provide support continuity across working rosters.

Re: Faulty Landline

Sucks — Mon, 28 Nov 2022 19:10:41 GMT

@willcutforththanks for looking into this I'll shoot you a PM with my username, whoever you need to tell regarding the matter of no longer having an online chat you can tell them with a world that is more digital than it is analog now not having an online chat to have issues like mine resolved is simply unforgivable and there is no excuse. As a result of the lack of this support option I will not be renewing my contract when it is due.

Re: Faulty Landline

Sucks — Mon, 28 Nov 2022 21:15:48 GMT

Apparently I can't send a PM prior to making a minimum post count, so here's a few filler messages.

Moderator’s Note

Fix cancelled as it doesn’t resolve the problem.

Re: Faulty Landline

jab1 — Mon, 28 Nov 2022 19:17:55 GMT

@willcutforth Was your last action on here in error?

Re: Faulty Landline

willcutforth — Mon, 28 Nov 2022 19:33:00 GMT

Tbh not entirely sure if I did anything. If I did then definitely in error.

Re: Faulty Landline

jab1 — Mon, 28 Nov 2022 19:39:20 GMT

Well, I saw a notification that you had accepted the OPs answer as a solution at 19.16.

Re: Faulty Landline

willcutforth — Mon, 28 Nov 2022 19:47:44 GMT

Ah that's strange, I just put the post on hold on Khoros. That's all I did from the public post side of things. My bad, definitely didn't mean to mark as resolved.

Re: Faulty Landline

Sucks — Mon, 28 Nov 2022 19:53:33 GMT

The thread will roll on regardless Will report back if there's still issues come Wednesday evening.

Re: Faulty Landline

Sucks — Wed, 30 Nov 2022 12:05:04 GMT

Well, as of 12pm today the line is still borked @willcutforth

Re: Faulty Landline

jab1 — Wed, 30 Nov 2022 12:11:27 GMT

@Sucks Did you follow my suggestion in post # 2?

Re: Faulty Landline

willcutforth — Wed, 30 Nov 2022 12:33:47 GMT

@Sucks they have until midnight tonight but I will chase it tomorrow if nothing comes of it

Re: Faulty Landline

Sucks — Wed, 30 Nov 2022 12:35:09 GMT

@jab1 willcutforth booked my line in for repair and it's meant to be resolved today but to let him know if not so he can chase things, a support ticket has been opened as well.

Fortunately down speeds remain about what they should be but up speeds I'm lucky if it hits 1mbps. I'm an IT guy by trade so doing everything online is far faster for me I can just roll things like this into my regular workload and I (used to) be able to just have another window open on another monitor for issues like this when Plusnet actually had online support rather than twatting about stopping what I'm doing and wasting time in a line on the phone.

I'm keeping a running tab of what Plusnet are costing me in income without the land line - about £300 so far, if they don't resolve this issue today I'll be sending them my bills.

Re: Faulty Landline

jab1 — Wed, 30 Nov 2022 12:36:58 GMT

@Sucks Noted, but as Will says above, they have until (technically) 23.59.59 to complete.

Re: Faulty Landline

Townman — Wed, 30 Nov 2022 14:16:43 GMT

To be technically precise…

Midnight is at the start of the day 00:00:00 and is the source of confusion in some of the the provisioning message … will go live on the Nth and can go live up until midnight on Nth+1.

And invariably our use of 12am/pm is wrong - see https://www.rmg.co.uk/stories/topics/noon-12-am-or-12-pm

Re: Faulty Landline

Sucks — Wed, 30 Nov 2022 19:50:05 GMT

@willcutforth Phone line is now working fine however there is a new problem, while upload speeds have returned to normal download speeds are now garbage, 4.17mbps, and this is with resetting the router as well. I'll check the speeds again in the morning in case the line just needs some time to train.

Re: Faulty Landline

jab1 — Wed, 30 Nov 2022 19:56:30 GMT

@Sucks I know I'm not Will, but I suspect the landline problem also affected the broadband side as well. If it hasn't sorted itself by tomorrow, try rebooting the Hub - in other words, do a full reset via the pinhole.

Re: Faulty Landline

Sucks — Wed, 30 Nov 2022 21:27:29 GMT

There's some oddities for sure @jab1 , when the line was faulty I got the normal download speeds (around 38mbps) but upload speeds were fubar at <1mbps, now the line is fixed it's the upload speeds that are terrible (I reset the hub via the pinhole but will do it once more to be sure) and uploads are normal at around 6mbps.