topic Home phone not ringing at our end in Home Phone

Home phone not ringing at our end

JudithPS77 — Mon, 17 Jun 2024 19:22:33 GMT

For at least a month we have had intermittent landline problems - we can dial out, but our phone does not ring when people call us. Initially it sometimes rang once but now it does not ring at all. It sounds to the caller as if our phone is ringing but we hear nothing, and eventually it goes to answerphone.

On Friday I reported it to Plusnet who confirmed that there was a fault at the exchange and promised a fix by 5 pm today. But tonight it is still not working. Had real problems today as several people were trying to contact me urgently and we do need this fixed quickly.

How can I report to Plusnet that the problem is still not fixed? There does not seem to be any reporting system like the old ticket system.

Re: Home phone not ringing at our end

Baldrick1 — Tue, 18 Jun 2024 08:37:16 GMT

@JudithPS77

It is likely that Openrech did not get around to fixinh this for you yesterday. If it is not fixed today you should contact Plusnet again.

If you log in to your account you should find that there is a link to the fault ticket . Alternatively, use this link https://www.plus.net/member-centre/login?p=search

Re: Home phone not ringing at our end

JudithPS77 — Tue, 18 Jun 2024 12:29:48 GMT

Thanks Baldrick for your reply, but I cannot find anything when I login to my Plusnet account either to indicate that there is a fault or any ticket to say it has been registered. Nothing under any of the account or phone headings, and report a fault just takes me to the original instructions to do it by text. What am I doing wrong - how do I access the ticket on the Plusnet website?

Today problem is worse - we now have a completely dead phone line; cannot dial out or access messages, so I will report the problem again.

Re: Home phone not ringing at our end

ClaudiaG23 — Thu, 20 Jun 2024 15:31:01 GMT

Hi @JudithPS77 I can see you've spoken with our Technical team and an engineer has been booked in to visit the property on the 21st June between 1pm and 6pm.

Re: Home phone not ringing at our end

JudithPS77 — Fri, 21 Jun 2024 16:28:18 GMT

Monday's supposed fix actually left us with a completely dead landline phone.

After I reported it again to Plusnet they said we had to have an Openreach engineer visit (without testing the line again).

Openreach Engineer has just been this afternoon but says the fault is definitely at the exchange - line is dead at the green box as well as our socket. He said he could do nothing and would just have to report the fault again.

Do I need to report the fault again? The ticket has disappeared on our account as if it has been fixed, but it definitely has not been.

Re: Home phone not ringing at our end

markhawkin — Sat, 22 Jun 2024 07:15:03 GMT

@JudithPS77

The last time my Plusnet landline broke the customer services were able to arrange a (free) divert to a mobile number.

I think I had to phone up to get it taken off once the line was fixed.

Re: Home phone not ringing at our end

adamwalker — Sat, 22 Jun 2024 09:55:57 GMT

@JudithPS77 We've re-opened the ticket for you so don't worry about doing that again from your end.

The engineer has made sure another has visited the exchange and work is ongoing there at the moment so we'll check back in with you when we get the all-clear that it should be fixed.

Thanks a lot for your patience.