Where has my ticket gone?

[#1]

I have been having dropped connection so, this afternoon, I used the broadband trouble shooter and went through the list of questions. I had a dropped connection during this process but I was able to continue with the process to the end after re-connection.

When I went back to the trouble shooter later, there were several replies to say my question had been elevated, etc, etc. Now when I go back to Help Assistant https://portal.plus.net/wizard/?p=search it tells me, "You currently have no open questions". So, (a) where has my request gone and (b) why have I had no email informing me that a ticket has been raised.

Puzzled

[#2]

Hello @MartinR

Sorry to hear that your fault ticket appears to have closed.

I'll take a look at things and see what I can do tomorrow morning.

Thanks for your patience. Looking into your account I can see that the troubleshooter was completed yesterday at 14:59 and a fault raised. Later that evening, the ticket was closed on the Member Centre (at 19:31).

When the ticket was raised it fell into the Phone Faults pool, which indicates there may be an issue with the line. I've run a copper line test it's found a fault:

Fault - Unbalanced Cable

Would probably advise to contact your phone provider to progress this as we're not able to raise a broadband fault until the line is clear, because it's likely to be the cause of any broadband problems.

[#3]

Anoush, thank you very much for investigating this problem - and for responding so quickly

I am very glad I raised the matter here or, from what you said, I would be waiting in limbo for a long time.

Martin

[#4]

No probs, please feel free to let us know if you are still having problems with your broadband connection after your line's fixed.

[#5 · Accepted solution]

Openreach visited yesterday and this morning. Two line faults were fixed. What's more, I gained an extra 0.5 Mb/s and my neighbor's internet connection came back to life as well!

[#6]

Awesome, happy to hear that. One of the best outcomes of an engineer visit ever.