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BT Service Information Page

shure
Grafter
Posts: 509
Thanks: 1
Registered: ‎21-01-2013

BT Service Information Page

Yesterday I lost internet and everything redirects to the BT Service Information Page.  Plustnet fobbed me off by claiming there were no status issues and it must be down to my router, but I connected the BT fibre modem directly to my PC and have the same issue.  I have reset both the modem and router, to no avail.  To me this suggests either a modem problem or something down the line.  Can't be the router (ASUS RT-N66u) as problem persists without it.

 

Any ideas?

14 REPLIES
Gel
Seasoned Pro
Posts: 1,644
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Registered: ‎02-08-2007

Re: BT Service Information Page

shure
Grafter
Posts: 509
Thanks: 1
Registered: ‎21-01-2013

Re: BT Service Information Page

thanks.  Changed them too.  No improvement.

 

On another note, anyone know how to raise a ticket?  Online refers to chat and phone only, while Support (for want of a better word) told my wife she had to raise one online.  Seems a bit circular, to me

Community Veteran
Posts: 2,568
Thanks: 177
Fixes: 2
Registered: ‎27-05-2011

Re: BT Service Information Page

For a ticket use gel's linkeys
To do is to be - Neitzsche
To be is to do - Kant
do be do be do - Sinatra
shure
Grafter
Posts: 509
Thanks: 1
Registered: ‎21-01-2013

Re: BT Service Information Page

It still brings me to online chat or phone support.  Nowhere to log a ticket

rongtw
Seasoned Hero
Posts: 6,973
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Registered: ‎01-12-2010

Re: BT Service Information Page

you need to raise a Fault Shocked with PN first then it opens a ticket Crazy2

PN help and support page just goes round in circles Sad

 

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shure
Grafter
Posts: 509
Thanks: 1
Registered: ‎21-01-2013

Re: BT Service Information Page

it's the raising bit that's got me stumped.  All options point ,me towards Chat or Call, but when I actually speak to someone they tell me to raise a ticket in the Member's Centre, which they are not trained on.  But the Member's Centre points me to the Chat /call options.  Rinse, repeat

rongtw
Seasoned Hero
Posts: 6,973
Thanks: 1,533
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Registered: ‎01-12-2010

Re: BT Service Information Page

I have found it i think ?   took some time , Log into your member center / help and support / help assistant /

You should then be here Smiley  https://www.plus.net/wizard/index.html

Hold on try here https://portal.plus.net/apps/kbdfaults

Asus ROG Hero Vii Z97 , Intel i5 4690k ,ROG Asus Strix 1070,
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Corsair 750HXI Psu , Phanteks Enthoo pro case .
bobminors
Aspiring Pro
Posts: 158
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Registered: ‎19-09-2016

Re: BT Service Information Page

Alternatively, try this page: https://www.plus.net/home-broadband/contact/ and click on "Contact Customer Services". Ignore the "Instant Answers" bit, click on "Broadband" and follow through. This will raise a "Question" which will get looked at by a human.

Forget that, They've disabled that facility sometime in the last few weeks.

Superuser
Superuser
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Registered: ‎10-04-2007

Re: BT Service Information Page


bobminors wrote:

 This will raise a "Question" which will get looked at by a human.


 

But it will probably take 5 days (or more).

M

bobminors
Aspiring Pro
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Registered: ‎19-09-2016

Re: BT Service Information Page


MauriceC wrote:

But it will probably take 5 days (or more).


Possibly, though it might be quicker. You never know, it might be as soon as Monday. Wink

Worth trying if the troubleshooter doesn't get quick results, though.

Gel
Seasoned Pro
Posts: 1,644
Thanks: 165
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Registered: ‎02-08-2007

Re: BT Service Information Page

I believe the ability to raise a ticket (at https://www.plus.net/home-broadband/contact/)

which used to appear when you clicked "My question isn't listed" is now gone-

just offers phone PN or use CHAT.

bobminors
Aspiring Pro
Posts: 158
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Registered: ‎19-09-2016

Re: BT Service Information Page



Gel wrote:

I believe the ability to raise a ticket (at https://www.plus.net/home-broadband/contact/)

which used to appear when you clicked "My question isn't listed" is now gone-



You're right. I've just tried it and they've hobbled it sometime in the last few weeks. It's almost as if they don't want to know about problems ...

Question is, how do we now raise a question to ask how to raise a question?

Plusnet Staff
Plusnet Staff
Posts: 2,145
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Registered: ‎22-08-2015

Re: BT Service Information Page

Sorry to hear you're experiencing connection problems. If you private message me  with your username I will investigate this for you.

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
shure
Grafter
Posts: 509
Thanks: 1
Registered: ‎21-01-2013

Re: BT Service Information Page

Thanks all for your replies.  Managed to get it done in the end after waiting for 65 minutes on hold.  Even Support were surprised that the option to raise a ticket had vanished, as they were not aware and are advising people to raise one when called.  Seems a bit of training is in order, Plusnet.

 

So in summary, the only way to get support is by chat or phone.  Both options require a lot of patience