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Phone Line fault/disconnected

FIXED
viper209
Hooked
Posts: 7
Thanks: 1
Registered: 21-05-2017

Phone Line fault/disconnected

Hi, for the last 36 hours my phone line (and consequently broadband has been disconnected). I can't find a way to log this online (at this time of night) - can anyone here help me please?

7 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 4,151
Thanks: 861
Fixes: 212
Registered: 21-04-2017

Re: Phone Line fault/disconnected

I’d recommend testing your line here: https://www.plus.net/my-account/tools/phone-troubleshooter as that’ll report a fault automatically to Openreach if it detects a problem that’s external to your property.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
viper209
Hooked
Posts: 7
Thanks: 1
Registered: 21-05-2017

Re: Phone Line fault/disconnected

thanks so much for your quick response - I did try that before I posted here - I get this (very helpful!)  error after running the checker:

 

The result of your line check is unclear.

Please wait a while and try the test again.

Plusnet Help Team
Plusnet Help Team
Posts: 4,151
Thanks: 861
Fixes: 212
Registered: 21-04-2017

Re: Phone Line fault/disconnected

Are there any recent, open tickets when you click on the link below?
https://www.plus.net/wizard/?p=search
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
viper209
Hooked
Posts: 7
Thanks: 1
Registered: 21-05-2017

Re: Phone Line fault/disconnected

no  - nothing open:

 

Open Questions

You currently have no open questions

Plusnet Help Team
Plusnet Help Team
Posts: 4,151
Thanks: 861
Fixes: 212
Registered: 21-04-2017

Re: Phone Line fault/disconnected

Fix
It’s possible that the line test either didn’t find a problem, or found a fault that requires an appointment to your property. If you haven’t already can you run through the troubleshooting here: https://www.plus.net/help/phone/phone-line-troubleshooting/

Failing that I’ll take a look at things when I’m back in the office tomorrow.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
viper209
Hooked
Posts: 7
Thanks: 1
Registered: 21-05-2017

Re: Phone Line fault/disconnected

thanks - have tried the troubleshooting there. The problem is PICNIC not with the line.

 

I've got my own Draytek modem which has 4G failover (which I also use when I'm annoyed at the speed of my ADSL) - I went to unplug to check the line again and have realised that i've plugged the RJ11 into the damn ethernet WAN RJ45 socket - this (was obviously stupidity from me) and was doing something to the line.

anyway, plug now in the correct hole and problem solved.

thanks for responding so quickly.

 

 

 

Plusnet Help Team
Plusnet Help Team
Posts: 4,151
Thanks: 861
Fixes: 212
Registered: 21-04-2017

Re: Phone Line fault/disconnected

Sounds like that may have caused a loop condition, which is basically a short circuit. No problems, glad to hear that’s cleared up and it’s all sorted for you. Smiley
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team