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Does sending HELP to 07800 008121 Do anything?

Phaeton
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Registered: ‎26-06-2007

Does sending HELP to 07800 008121 Do anything?

Does it actually do anything, I've been sending it a text for the last 4 weeks & not received a response or any improvement of speed.

22 REPLIES 22
jab1
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Re: Does sending HELP to 07800 008121 Do anything?

@Phaeton I'm not sure exactly how this works - I'm no longer a PN customer, so can't check, but using the two links here: https://www.plus.net/help/report-a-problem/phone/ or https://www.plus.net/help/report-a-problem/broadband/ actually ask you to carry out any tests prior to sending that text?

John
jab1
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Re: Does sending HELP to 07800 008121 Do anything?

EDIT: If you don't get responses from that number, something is not quite right, as others have got them.

Maybe if you explained the issue on here, other Community members could offer advice.

John
Phaeton
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Re: Does sending HELP to 07800 008121 Do anything?

Thank you, yes I've gone through the tests on the BB before sending the text, we've always got around 34Mb download fairly constantly for the past few years, but on the 11th March it dropped to 28Mb, then 6th May dropped to 20Mb, it has now recovered back to 28Mb, but to my untrained eye this looks like traffic shaping.

 

 

jab1
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Re: Does sending HELP to 07800 008121 Do anything?

PN don't do traffic shaping - I suspect you have a fault. as you say you haven't had a response, maybe following the below would be useful.

For Community members to be able to help, information from these two sites, as screenshots, posted as pictures within the topic, not as attachments:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (Ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the broadband connection status from your Hub (with the 'Username' obscured) would be a good starting point.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If you are unsure about any of the above, please just ask - I am happy to help.

John
Phaeton
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Re: Does sending HELP to 07800 008121 Do anything?

Once again thank you, I have tried the BT test along with the Additional diagnostics multiple times, each time I do I am told the system is currently busy & to try again.

 

Unfortunately I am not able to do the quiet test as I do not have a phone, all my phones are VoIP the analogue line is purely there for Plusnet billing requirements.

 

Eventually I will admit defeat & call them if it doesn't improve

jab1
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Re: Does sending HELP to 07800 008121 Do anything?

OK, ignoring the QLT, what about the rest of the information I requested - part answers to that help guide are rather pointless.

John
Gel
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Re: Does sending HELP to 07800 008121 Do anything?

Azagoth
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Re: Does sending HELP to 07800 008121 Do anything?

I'm currently trying to report a fault myself, and have just texted HELP to that number.  10 minutes later and no reply.  To be honest, I'm confused as how they are going to know which line to check for the broadband fault when I'm texting from my mobile and the phoneline my internet connection uses isn't provided by Plusnet.

jab1
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Re: Does sending HELP to 07800 008121 Do anything?

@Azagoth It is not an 'instant response' system.

John
Phaeton
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Re: Does sending HELP to 07800 008121 Do anything?

The issue is it's not even a 'response' system

 

@Azagoth I assume which is always dangerous, that they expect the mobile you are texting from to be on your account as a secondary contact number, which could be the downfall of the process.

jab1
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Re: Does sending HELP to 07800 008121 Do anything?

@Phaeton It is a response system.

See mine and @MisterW 's later responses on @Azagoth 's topic.

John
Azagoth
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Re: Does sending HELP to 07800 008121 Do anything?

Well, it's been an hour since I texted 'Help' now, not had a reply yet.

jab1
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Re: Does sending HELP to 07800 008121 Do anything?

It is Sunday, and I suspect there  may be some manual input.

John
James30
Plusnet Help Team
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Re: Does sending HELP to 07800 008121 Do anything?

@Azagoth - Hiya, the trouble with that number is that it interacts with our automated system and is used in conjunction with ringing 0800 432 0200 first to create a case. Not really sending texts to without ringing first but I've passed this on though incase it's not working or not doing something it's meant to. Is it your internet that you're having issues with?

If this post resolved your issue please click the 'This fixed my problem' button
James - Plusnet Sheffield
Plusnet Help Team