No dial tone on broadband activation
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No dial tone on broadband activation
17-04-2009 9:11 PM
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Have just referred my Dad to Plusnet and and am feeling disappointed and angry as he faces a weekend without his phone! The day he receives an email saying that bb is now active his phone goes dead.
Plusnet have washed their hands of it. Apparently they can ask BT to activate broadband but they are now completely unable to get back to BT and say "hang on, what's happened to the phone". I have spent all evening on the phone being batted between PN and BT (thought they were related?!) and now have to wait 3 days for a BT engineer to attend his house and trace the fault back to the exchange! Also having had the fear of God put into us by BT saying that if they find a fault in the house there could be a charge of nearly £200!
Can anyone advise if it's possible that there might be a fault in the house that would be invisible before bb was activated but which could be the cause of a dead phone line after bb activation?
Re: No dial tone on broadband activation
17-04-2009 9:19 PM
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If it's PlusNet then contact them about no dial tone. If not you have to contact the phone service supplier, e.g. BT Retail.
It is possible that activating broadband for the first time has been done incorrectly (by BT Openreach) and damaged the phone connection, but that's down to the phone provider to trace and fix.
There are lots of very separate parts of BT and PlusNet have exactly the same relationship to them as any other ISP - as mandated by the appropriate authorities (OFCOM?). If they "took advantage" of being a BT subsidiary all hell would break loose!
Re: No dial tone on broadband activation
17-04-2009 10:12 PM
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I realise that BT have to resolve the problem. I don't expect Plusnet to take advantage of being a BT subsidiary but I just thought that Plusnet might be able to offer some sort of assistance as the problem is a direct result of the bb activation which PN are supposed to be managing on his behalf and they must have a line of communication into BT to arrange for the activation to take place.
Re: No dial tone on broadband activation
17-04-2009 10:39 PM
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jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: No dial tone on broadband activation
17-04-2009 11:33 PM
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I'm presuming that Plusnet don't have an open fault report on the line at the moment. They asked me/him to contact BT. They said that they couldn't! The broadband was only activated this morning (when the phone went dead) and the router hasn't turned up yet.
It seemed the most logical thing in the world to mention that BB had just been activated - after all - there MUST be a connection.
adie:quote
Re: No dial tone on broadband activation
17-04-2009 11:50 PM
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It may just be worth trying another phone just in case something has gone wrong with it, what sort of phone does he normally use, and do you know roughly how far from the exchange you are?
Re: No dial tone on broadband activation
17-04-2009 11:55 PM
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adie:quote
Re: No dial tone on broadband activation
18-04-2009 12:29 AM
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If he hasn't got a proper Master LineBox, when the engineer turns up, say hey I haven't got a proper master socket either, you better sort that out whilst you're here! (Cups of coffee/tea & biscuits may help.)
Re: No dial tone on broadband activation
18-04-2009 1:03 AM
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I am surprised that they have said that an engineer visit is required, if they carried out a line test I would expect it to show a dis in the exchange. The routering in the exchange is from the telephone system to the ADSL and then from the ADSL to the end user. The dis is at the former and I would expect the line test to find this. Also if you are on a main exchange I would expect the line to be working by Monday morning.
Re: No dial tone on broadband activation
18-04-2009 3:48 AM
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It would certainly appear that BT Openreach have made a pigs ear of the jumpering at the exchange. You'd have thought that BT retail would be making an issue of it with BTw & Openreach as they are now having to pay compensation - which is never enough to cover the cost of any mobile calls (joke)! There is absolutely no reason why an OR engineer should not go to an exchange on a Saturday (main or not!). I'd have another moan at BT Retail if/when you don't have to make a chargeable call.
However PN's attitude really isn't good enough. Do you know which call centre he spoke to, was it Sheffield or SA?
I know what I would do, if he has access to the "Member Centre" go and login to My Questions. Look for the recent question that addresses his call about no phone working, if it is still open add to it (otherwise start a new one) and Say that he is totally dis-satisfied about the fact that Openreach's connection of his Broadband has left him without a phone service, and that he expects PN to make a formal complaint to BTw about the matter, and update this ticket with progress.
If you do not have access, I'd ring Sheffield (0114-296-5198) and verbally state that complaint, and tell them you want this on a ticket.
Re: No dial tone on broadband activation
18-04-2009 10:01 AM
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Re: No dial tone on broadband activation
18-04-2009 1:32 PM
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They are not allowed to report voice faults if they are not the supplier of the voice service (OFCOM rules I believe), they can only report Broadband faults. The OP is not saying there is a BB fault, so the problem has to be reported to the voice supplier, in this case BT retail. Mentioning BB when reporting the fault has given BT retail the opening to do a sloping shoulders job - it must be very firmly put back in their court. The service they are contracted to provide isn't working - if somebody else caused the problem it is up to them to take up, the reason is not the end users concern.
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: No dial tone on broadband activation
18-04-2009 2:01 PM
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Quote from: jelv The OP is not saying there is a BB fault, so the problem has to be reported to the voice supplier, in this case BT retail. Mentioning BB when reporting the fault has given BT retail the opening to do a sloping shoulders job - it must be very firmly put back in their court.
Point taken. It's frustrating not having the router yet as it would be useful to know if it was just the phone that was down. As I said earlier I think it was fair to mention the BB activation as this must be related but I take the point that it gave BT a get-out. Anyway, It is firmly back in their court for now.
Re: No dial tone on broadband activation
18-04-2009 4:08 PM
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When's the phone service due to be transfered to PN?
Re: No dial tone on broadband activation
19-04-2009 8:15 AM
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Quote from: Anotherone When's the phone service due to be transfered to PN?
The date we've been given is 5th May.
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