Automated Fault Reporting Issue
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Automated Fault Reporting Issue
a month ago
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Hi All
I had an issue the other evening and wanted to report a fault, outside of normal call centre hours. I used the SMS service, however received a reply stating they couldn't match my number to an account. I've just checked and they have my correct number, so I'm not sure what the issue is. Obviously I need to contact Plusnet to sort this out.
Here comes the rant bit... I seem to recall being able to use live chat in the past, so over to the "My Account" area I headed, only to find the live chat facility saying "Leave a message" and then "Connection unavailable" when clicked upon. Having dug around the forum a bit, it seems that live chat was dropped around 2020? How is it possible that Plusnet seemingly haven't fully removed the remnants of this after 4 years? Additionally, in the SMS reply I received, they suggested I reply with the landline number my broadband service is associated with, except mine isn't? I have only ever had FTTP and no physical landline at all. Good way of dodging fault reports I guess.
All very frustrating and confusing, no wonder Trustpilot scores them a 1.7/5.0.
End of rant.
Re: Automated Fault Reporting Issue
a month ago - last edited a month ago
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Oh dear!
I'm afraid most things around here seem to have long been abandoned and gradually fallen into wrack and ruin. 🤕
The 'issue' with the SMS robot fault finder not working properly, except with a landline number - which you won't have if you have no landline - is well known. Not that that helps much...
You could still try describing your fault on here. Somebody may be able to assist.
Re: Automated Fault Reporting Issue
a month ago
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Re: Automated Fault Reporting Issue
a month ago
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Not that it helps with fault reporting at the moment your FTTP service (as has all DSL services) has a BBEU identifier. You can find yours by logging into you PN Members page and looking under My Account.
Brian
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