cancel
Showing results for 
Search instead for 
Did you mean: 

No Phone or internet working

michael41
Grafter
Posts: 37
Registered: 18-09-2010

No Phone or internet working

Hi
Please can you check my line as from this morning I have had no phone or internet.
Yesterday it was going off and on constantly but today I have nothing working
I tried to phone the help line from my mobile and after 45 mins somebody answered and said they couldn't hear me and put the phone down.
Regards
Michael
21 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 5,604
Thanks: 530
Fixes: 203
Registered: 01-01-2012

Re: No Phone or internet working

Hi there
Our testing has found a external fault on your line.
I'll pop the full details on a ticket for you shortly
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
michael41
Grafter
Posts: 37
Registered: 18-09-2010

Re: No Phone or internet working

Ok Thanks

The sooner you can get it sorted the better as I need it urgently for my business
Regards
Michael
Plusnet Help Team
Plusnet Help Team
Posts: 13,479
Thanks: 246
Fixes: 68
Registered: 27-04-2007

Re: No Phone or internet working

@michael41
I've just checked for an update on your fault and note that the engineers have located a cable fault which should be fixed before tomorrow.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
michael41
Grafter
Posts: 37
Registered: 18-09-2010

Re: No Phone or internet working

I'm a bit confused we had a phonecall at 9am this morning to say that the problem was fixed, the internet is connected but it's very slow (0.1mb). Is there anychance you could check progress again please?
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: No Phone or internet working

Hi michael41,
I've pushed a reset through on your line which will take around 15 minutes to complete and to take effect. This should improve the speeds for you.
Please let us know if the issue persists.
Chris Pettitt
Cloud Environments Engineer
michael41
Grafter
Posts: 37
Registered: 18-09-2010

Re: No Phone or internet working

Thanks Chris that seemed to work internet seems back to normal.
michael41
Grafter
Posts: 37
Registered: 18-09-2010

Re: No Phone or internet working

I think there's a fault still on the line somewhere. The internet has been disconnecting again along with the phoneline going completely dead. It luckily came back on so i could make you aware of this.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: No Phone or internet working

Thanks for letting us know.
I can see that one of my colleagues has got this raised with our suppliers already. We're expecting an update on Thursday.
Chris Pettitt
Cloud Environments Engineer
michael41
Grafter
Posts: 37
Registered: 18-09-2010

Re: No Phone or internet working

Hi Chris
Any update yet?
The phone line still cutting on and off and the internet is almost unusable.
Regards
Michael
Plusnet Help Team
Plusnet Help Team
Posts: 13,479
Thanks: 246
Fixes: 68
Registered: 27-04-2007

Re: No Phone or internet working

Hi Michael,
I've just called our suppliers for you. Engineers have identified the fault and started work on this at approximately 8am this morning so fingers crossed that gets fixed soon.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
michael41
Grafter
Posts: 37
Registered: 18-09-2010

Re: No Phone or internet working

Hi Adam
The engineer visited my home  today about 3.30pm and plugged into the socket and said that there is no problem showing on the line so I'm slightly confused as last Saturday when plusnet checked the line it showed up as anexternal fault.
The internet speed is about 623kpps 

Regards
Michael
michael41
Grafter
Posts: 37
Registered: 18-09-2010

Re: No Phone or internet working


Download speed: 0.58Mb/s Upload speed: 0.04Mb/s IP: xxxxxxxxxxxxxxxxxx ISP: PlusNet Technologies Ltd
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: No Phone or internet working

I can see the problem you're continuing to have.
It looks as though the telephone side of things has cleared up now but with the fault still remaining.
Do you have an alternative router that you could connect at all?
Chris Pettitt
Cloud Environments Engineer
michael41
Grafter
Posts: 37
Registered: 18-09-2010

Re: No Phone or internet working

Hi Chris
When I started having the problems I bought a new router which makes no difference.
Last night just to check this I put the old router back in place but still the internet speed is approx 600kbps at its best.
Regards
Michael