Broadband fault
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Broadband fault
on 28-06-2017 8:26 PM - last edited on 29-06-2017 10:55 AM by Strat
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Hi, I am writing on behalf of my elderly mother. Broadband stopped working yesterday morning. She rang the technical helpline and was told a new router would be sent out. She isn't sure whether a line check was carried out at all during the call at plusnet end and looking at the questions and service answers on her account it is not clear if a line test was carried at all.
The last thing she needs is the modem turning up and the fault being at the exchange or plusnet end fuerht delaying things. I'd be grateful if a supervisor on these forums could check the status of this fault to ascertain if the correct procedures were carried out when she rang, basically was a line test carried out?.
Her username is [removed]
Moderator's note by Dick (Strat) Username removed from a public forum.
Regards,
Re: Broadband fault
29-06-2017 11:05 AM
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Hi there,
Sorry to hear your mother is unable to connect to the internet.
I've tested her line and I'm not identifying any issues. In fact, there's an active connection. A bit choppy on Tuesday afternoon, possibly caused by any troubleshooting steps that were carried out.
I'm not actually entirely sure what troubleshooting steps were carried out, because the notes the agent left on the account pretty much just indicate that a new router was dispatched.
Does she connect to the router wirelessly or use a wired connection? If it's the former, any chance of trying a wired connection? Also, is she unable to connect using more than 1 device?
(Just a heads up, I've performed a copper line test, but it was unable to fully complete because it appears a call is in progress on the line at the time. This test may have caused a call to drop, if the phone was in use)
Anoush.
Re: Broadband fault
29-06-2017 5:42 PM
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Re: Broadband fault
29-06-2017 6:40 PM
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Hi @riccardob,
Everything seems fine from our side, as Anoush advised there is an ongoing connection and no problems flagging up from testing.
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