topic Re: Phone line not working in Home Phone

Phone line not working

GirlFriday — Tue, 17 Jan 2023 15:59:02 GMT

My phone line has been down for several days with not even a dial tone. Gladly my internet is still working. Work is being carried out replacing the old copper internet cable from our village to the main box, before the copper line is being turned off, so I wondered if it was that, and waited to see if it was resolved when completed. Sadly it has not. The advice on the Plusnet website said I had to call them, which obviously I can't do on the landline and our mobiles don't have a signal here as we're in a remote location. I can't find an email address on the site to contact Plusnet either. What do others do in this situation?

Re: Phone line not working

jab1 — Tue, 17 Jan 2023 16:03:44 GMT

@GirlFriday Welcome to the forums. In your situation, I would wait for one of the Help Team to pick this topic up, either today or tomorrow. There is no email support.

Re: Phone line not working

GirlFriday — Tue, 17 Jan 2023 16:19:52 GMT

Thank you and cheers for the info jab1. Very much appreciated. Lisa

Re: Phone line not working

Townman — Tue, 17 Jan 2023 16:44:36 GMT

Though there is local work in your area, do you as an individual have an open fault report for your line?

If not...

You need one
You will not be eligible for the automatic compensation scheme

Use the phone fault bot link below.

Ofcom Automatic Compensation Scheme

Plusnet is signed up to the Ofcom Automatic Compensation Scheme - see Automatic Compensation FAQs. Plusnet will pay you automatic compensation in the following circumstances:

Delayed activation of your broadband and/or landline service
Delayed repair following a total loss of service
Missed appointments

For compensation to be paid (as a credit to your account), you must have a CONFIRMED date for the failed activity. To see what is happening in detail, check the ticket history on your account - log into the portal in another tab, return here and click the PN TICKET link below. Look at the details of the tickets; if there appears to be no recent activity, contact support.

Re: Phone line not working

jab1 — Tue, 17 Jan 2023 16:47:03 GMT

@Townman Unless I am mistaken, the OP doesn't have a reliable mobile signal - this may be an issue too? I could be wrong.

Re: Phone line not working

Townman — Tue, 17 Jan 2023 16:51:04 GMT

Ought to be enough to send a text!

Re: Phone line not working

jab1 — Tue, 17 Jan 2023 16:51:49 GMT

OK. 😀

Re: Phone line not working

GirlFriday — Tue, 17 Jan 2023 17:11:43 GMT

jab1 is correct Townman, we dont have a mobile signal even for texts. Email only I'm afraid.

Re: Phone line not working

adamwalker — Wed, 18 Jan 2023 14:12:23 GMT

Hi @GirlFridday, can you pop a PM across to me with your username please? I'll have a look into this for you. - Adam