topic Re: How are we supposed to get help? in Home Phone

How are we supposed to get help?

badwhippet — Fri, 06 Sep 2024 15:02:09 GMT

I've been without an operational landline for two days now (can't make or receive calls due to 'line in use'). I've sent texts (no call back to my mobile), left messages on X, no replies.

In the last month I've had to use 999 twice due to heart emergencies and I'm worried (I have no mobile signal indoors where I live).

What does it take to PLEASE get help?!

Re: How are we supposed to get help?

jab1 — Fri, 06 Sep 2024 15:07:23 GMT

@badwhippet Report a fault using: https://www.plus.net/help/report-a-problem/ - this should initiate some automatic testing, and advise PN if an engineer visit is required.

Re: How are we supposed to get help?

badwhippet — Fri, 06 Sep 2024 15:08:57 GMT

Thanks - I already did, but it defaulted to my mother's line (which I also pay for), so I sent the response ADVISOR as instructed, but nothing.

Re: How are we supposed to get help?

jab1 — Fri, 06 Sep 2024 15:21:54 GMT

Sorry the system appears borked - @MisterW - any chance of poking a staffer, as this user is obviously a 'vulnerable person'?

Re: How are we supposed to get help?

bmc — Fri, 06 Sep 2024 15:30:16 GMT

@badwhippet

Sorry can't help with the immediate problem but if you have health problems are you registered with PlusNet as a "vunerable person".

Also, with the lack of a mobile signal you're going to have to start thinking soon about VOIP to replace your landline. The PSTN is scheduled to shut down at the end of December 2025.

Brian

Re: How are we supposed to get help?

MisterW — Fri, 06 Sep 2024 15:38:12 GMT

any chance of poking a staffer, as this user is obviously a 'vulnerable person'?

I've escalated.

Re: How are we supposed to get help?

badwhippet — Fri, 06 Sep 2024 15:46:30 GMT

Thank you so much for the help.

Re: How are we supposed to get help?

badwhippet — Fri, 06 Sep 2024 15:47:21 GMT

I never considering doing that. I now shall - thank you.

Re: How are we supposed to get help?

willcutforth — Fri, 06 Sep 2024 17:45:45 GMT

@badwhippet I am so sorry about the issues and not being able to report it. I have tested the line a good few times and it is coming back with a loop. We will need to get an engineer out with you being vulnerable and if you get back to me within the next hour I can get somebody out for the morning for you.

Re: How are we supposed to get help?

bmc — Fri, 06 Sep 2024 18:13:33 GMT

@willcutforth

Is there any word on the BOT being upgraded to work on the BBEU number?

If not then there's going an upsurge in people who can't report faults duee to SOGEA and FTTP.

Brian

Re: How are we supposed to get help?

willcutforth — Fri, 06 Sep 2024 18:20:58 GMT

@bmc we've fed it back as we get so many people saying when they are on SOGEA and FTTP they can't seem to use the BOT. It is supposed to pick up on the mobile number but that's not always helpful if they text on a different number or don't have the number registered.

Re: How are we supposed to get help?

Baldrick1 — Fri, 06 Sep 2024 20:35:26 GMT

@willcutforth

I wonder if it’s just me that’s being thick?

It never entered my head that the bot would pick up on any phone number registered to the account. Is this true for both SOGEA and FTTP? Does it trigger the auto testing?

Should this not be explained on the report a fault page?

Re: How are we supposed to get help?

badwhippet — Sat, 07 Sep 2024 00:54:29 GMT

Hello - thank you - I'm so sorry for the lateness. I had to head out for the night.

I'd really appreciate an engineer being sent - whenever it can be arranged. And thank you everyone for all the help - I really appreciate it!

Re: How are we supposed to get help?

badwhippet — Sat, 07 Sep 2024 00:57:58 GMT

@willcutforth Just to add - I think MY problem is my mobile is registered on two different Plusnet accounts. It defaulted to my mother's landline account instead of mine (she's elderly so I pay for and look after the account). But the ADVISOR texting (instructed in the message) didn't work (well, I got a text auto-reply but no-one ever called).

Re: How are we supposed to get help?

MatthewWheeler — Sat, 07 Sep 2024 08:45:33 GMT

Thanks for confirming @badwhippet

I've booked in the soonest available slot and sent you a text/e-mail confirming this