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Cannot receive or make calls, and no internet.

Customer2000
Newbie
Posts: 3
Registered: 30-08-2017

Cannot receive or make calls, and no internet.

Internet service has been patchy for weeks but due to the holidays I have been busy, however last Friday the internet failed completely and the router would not connect. I contacted plusnet via the online system and finally heard back on Monday, they stated it was my router that was at fault so promptly I replaced this Tuesday with all the relevant settings and for good measure I replaced cables etc.......nothing still no internet. I logged in and looked at my 'question/ticket' and it clearly states under testing that there was a copper line fail. I added details to question about progress ie new router etc and that I bought a new fone to test line....... The line is dead there is no internet or phone and I have heard nothing back. I feel like I am in limbo. No internet!

6 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 4,159
Thanks: 865
Fixes: 212
Registered: 21-04-2017

Re: Cannot receive or make calls, and no internet.

Sorry to hear you're having problems with your service

I've reported the potential line fault over to Openreach for you now and I've also updated your ticket.

 

Anoush

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Customer2000
Newbie
Posts: 3
Registered: 30-08-2017

Re: Cannot receive or make calls, and no internet.

I hope there is a resolution before 1/9/17!!! That would have left me a week without internet, also given the reputation of openreach I am not entirely confident that this isn't the start of an endless cycle of needing time of work for visits!

Fingers crossed.

Plusnet Help Team
Plusnet Help Team
Posts: 4,159
Thanks: 865
Fixes: 212
Registered: 21-04-2017

Re: Cannot receive or make calls, and no internet.

We've simply passed on to you the estimated response time given to us by Openreach.

Sorry about the inconvenience caused.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Customer2000
Newbie
Posts: 3
Registered: 30-08-2017

Fixed....internet slow!

So, internet failed last Friday after a few weeks of variable performance. Plusnet told me it was my router but internal test showed line fault, new router still nothing. They then 'identified' line fault and contact openreach...... So a week after loosing internet openreach sent me a text message saying issue had been sorted, excited I set up router etc..... Yes the telephone works and indeed it says internet is there but its so slow it isn't really working, I know things can be slow to start with but every speed test comes back with speeds of around 0.2mb... I live 400m max from the exchange, I can see it from my window. I thought oh maybe its the new router so I plugged in the old one I was told was faulty, it connects but the speed was just as slow. I left it over night...... no nothing has changed!
Moderator
Moderator
Posts: 16,561
Thanks: 1,801
Fixes: 125
Registered: 06-04-2007

Re: Cannot receive or make calls, and no internet.

Moderator's note:

Threads merged to keep support in one place.

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

Plusnet Help Team
Plusnet Help Team
Posts: 4,159
Thanks: 865
Fixes: 212
Registered: 21-04-2017

Re: Fixed....internet slow!

It looks like your speed is banded as a result of the recent fault.

I've reset your line now to improve your speeds.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team