BT Service Information Page

[#1]

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?

[#2]

Try altering the DNS settings in router to Google's:

8.8.8.8

8.8.4.4

[#3]

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

[#4]

For a ticket use gel's linkeys

[#5]

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

[#6]

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

PN help and support page just goes round in circles

[#7]

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

[#8]

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

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

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

[#9]

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.

[#10]

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@bobminors wrote:

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

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

M

[#11]

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@MauriceC wrote:

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

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

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

[#12]

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.

[#13]

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@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-

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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?

[#14]

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

[#15]

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