topic Re: Phone Line fault in Plusnet Feedback

Phone Line fault

peat — Mon, 06 Nov 2017 19:10:35 GMT

I've been without the phone since openreach were at the lines down the road on 3-11-17 it's now 6-11-17, tried to contact the help support team but can only try by using the phone because the live chat's not working, so I'm looking to move providers. Has any one got any suggestions?

Re: Phone Line fault

Townman — Tue, 07 Nov 2017 01:11:39 GMT

Hi,

A warm welcome to the forums.

What problem are you having using chat? Does it report busy, not available or just apparently does not work? If the latter have you got any software like add or pop up blockers which might interfere with normal,operation of normal software tools?

You could try the online phone fault troubleshooter which is usually ok automatically reporting external faults not requiring an engineer visit to the home. If BTOR were not making as many foul ups such as yours, there would be far fewer people swamping the call centre.

Re: Phone Line fault

peat — Tue, 07 Nov 2017 06:50:42 GMT

thanks for the reply

tried the phone line trouble shoot just comes back oops there seems to be something wrong please contact us then gives the phone number, great help when the phones not working.

As for the live chat it comes back unable to connect or directs me back to the phone number.

I've come to the conclusion I might simply go back too just the phone line, because we don't get mobile reception at a constant level

Re: Phone Line fault

Townman — Tue, 07 Nov 2017 09:21:00 GMT

The phone line troubleshooting does have some known issues. There’s a 50-50 chance it has raised a fault report. Looking at your support tickets will indicate if it has. In the user portal, go to contact us, broadband, BUSINESS, existing customers, message, recent tickets ... or just use the link below.

@Gandalf - can you assist please?

Re: Phone Line fault

Chris — Tue, 07 Nov 2017 16:29:07 GMT

Hi there,

I can see you spoke to one of my colleagues a short while ago and they've ensured this fault has been reported to Openreach. We'll provide updates here: https://www.plus.net/wizard/?p=view_question&id=161528529