topic Re: Phone Troubleshooter - is it working for you? in Plusnet Feedback

Phone Troubleshooter - is it working for you?

PlusnetLiam — Tue, 24 Jan 2017 11:13:49 GMT

Hi guys

I'm after some help, please

We're having some reports of customers not having the best experience when trying to diagnose an issue with their phone line, however, we're really struggling to pinpoint what the exact issue is.

If I could ask a few of you to login to https://www.plus.net/my-account/tools/phone-troubleshooter/ & go through the steps & let me know what you see - does it produce an error? Does it time out etc? If you can then message me with your username I can then check in the background what's happened & close off any unnecessary tasks.

Thanks in advance

Liam

Re: Phone Troubleshooter - is it working for you?

Adamtemp — Tue, 24 Jan 2017 11:43:26 GMT

message sent

Re: Phone Troubleshooter - is it working for you?

Mustrum — Tue, 24 Jan 2017 11:53:13 GMT

It seemed to be OK, but then it reported:

"Oops, something seems to have gone wrong"

Re: Phone Troubleshooter - is it working for you?

MauriceC — Wed, 25 Jan 2017 09:56:43 GMT

Just tried a minute ago and got.

Service Unavailable

The service is temporarily unavailable. Please try again later.

Re: Phone Troubleshooter - is it working for you?

dvorak — Wed, 25 Jan 2017 10:11:55 GMT

clicking the link gives:

Something's gone wrong...

We're sorry. There's been a problem, but don't worry, we're working hard to fix it. In the meantime, try refreshing your page.

If that doesn't work, contact us to report the problem.

Re: Phone Troubleshooter - is it working for you?

PlusnetLiam — Wed, 25 Jan 2017 10:51:07 GMT

Thanks guys, seems we do have a problem then! We'll get straight on to it.

Thanks!

Re: Phone Troubleshooter - is it working for you?

Morgs — Tue, 25 Sep 2018 17:04:29 GMT

I cannot see if you think this issue has been resolved ('We'll get straight on to it' 25 Jan 2017). However, when I used the phone line checker at the weekend (22/09/2018) I got the same message. As I thought the line had not been checked, I went through the process again and as a result there were two messages waiting for me on my plus net home paqge to tell me that a fault - T117 - had been detected on my line.

I suspect that on discovery of a fault by OpenReach that the handover from OpenReach back to Plus.Net is in somehow failing and as a result the plus.net webpage is left hanging, which then times out with the 'Whoops' message.

Re: Phone Troubleshooter - is it working for you?

Townman — Tue, 25 Sep 2018 17:39:02 GMT

Hi @Morgs,

A warm welcome to the forums.

The process has been somewhat improved since this post was created (the problem was much more common), though there are still occasions where the UI repots an error, even though a ticket has been raised successfully.