Hello? How to contact anybody from Plusnet!
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- Hello? How to contact anybody from Plusnet!
31-03-2020 8:20 PM - edited 31-03-2020 8:25 PM
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My router stopped working 3 days ago (Sunday 29th March 2020) with flashing red everything and my telephone indicates ‘check line’. I’ve done all the appropriate things, unplugging, resetting, and have tried to reboot the box by using 192.168.1.254 as suggested on Plusnet Website but am met with a blank page. I’m not very technical but I try my best! The problem is with the line I’m sure - as telephone indicates. I cannot get through to anyone on Plusnet helplines, there just seems to be no one around at all. I appreciate we are in an adverse situation but there is no other contact point. Any suggestions anyone? It’s not an ideal time to be out of contact with family and my old mobile is struggling with constant use.
Thanks for any thoughts x
Fixed! Go to the fix.
Re: Hello? How to contact anybody from Plusnet!
31-03-2020 8:33 PM
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Welcome to the forums, @Cornishgirl . From what you say above, it does seem to be a line fault. One thing you don't say you have done is plug a (preferably corded) phone into the test socket of your main phone box. I don't think this will sort it, but it will confirm a definite line fault.
Re: Hello? How to contact anybody from Plusnet!
31-03-2020 8:38 PM
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This topic has been moved from General Chat to Fibre Broadband.
To argue with someone who has renounced the use of reason is like administering medicine to the dead - Thomas Paine
Re: Hello? How to contact anybody from Plusnet!
31-03-2020 8:45 PM
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Re: Hello? How to contact anybody from Plusnet!
31-03-2020 8:53 PM
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@Cornishgirl I'm not PN staff - or a phone expert - but I still suspect a line fault. Sockets can go faulty, but I've never had one go on me - yet - in the 30 + years I've been at this house.
Unfortunately in your position, you can't run a line test yourself, but hopefully someone from PN will pick this up, but that, and the repair, may take a while in the current conditions.
Re: Hello? How to contact anybody from Plusnet!
31-03-2020 9:04 PM
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Re: Hello? How to contact anybody from Plusnet!
31-03-2020 10:49 PM - edited 31-03-2020 10:50 PM
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@Cornishgirl wrote:
However, the odd thing is, if I ring my landline from my mobile, there is still a ring tone although the handset itself doesn’t ring.
That's what would be expected if, as seems most probable, there is a disconnection on your line.
The exchange equipment sends ring tone to the caller when ringing current is being sent to your phone, regardless of whether your phone actually receives it - which presently it obviously doesn't.
You've done the right thing in using the test socket, which proves the fault outwith your property, so the next step would be to try the automatic phone line tester here -
https://www.plus.net/my-account/tools/phone-troubleshooter/
It's a longstanding little quirk of the system that it will come back with an "oops, something went wrong" message. Fear not, if it finds a fault it should automatically create a ticket in Plusnet's system and pass the fault to Openreach.
Assuming it does, you can log into your account and find the ticket here -
https://www.plus.net/wizard/?p=search
Meanwhile, a passing Plusnet staffer may pass this way, though obviously they're under pressure, and having to give priority to vulnerable customers, as are Openreach.
Good luck! 🙂
Zen FTTC 40/10 + Digital Voice FRITZ!Box 7530
BT technician (Retired)
Re: Hello? How to contact anybody from Plusnet!
01-04-2020 10:46 AM
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Re: Hello? How to contact anybody from Plusnet!
01-04-2020 10:57 AM
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Fingers crossed some communication will happen in next few days x
Re: Hello? How to contact anybody from Plusnet!
01-04-2020 11:02 AM
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Great news. 😃 🤞
Zen FTTC 40/10 + Digital Voice FRITZ!Box 7530
BT technician (Retired)
Re: Hello? How to contact anybody from Plusnet!
02-04-2020 2:10 PM
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Thanks once again for your time x
Re: Hello? How to contact anybody from Plusnet!
02-04-2020 2:35 PM
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@Cornishgirl Before going down the 'new router' road, try turning the router off for a few minutes - after disconnecting it -from the router interface - and turning it back on.May work, or may not, but it's worth a try.
Re: Hello? How to contact anybody from Plusnet!
02-04-2020 2:41 PM
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Hi seams like line fault you were lucky you got BT so fast it could be your router have you got spare one to try otherwise hard to get new one now unles plusnet sed you a new one ?
Re: Hello? How to contact anybody from Plusnet!
02-04-2020 2:42 PM - edited 02-04-2020 2:54 PM
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It's possible that the router has coincidentally decided to fail, but unlikely I'd have thought.
Connections and cables have been moved around while testing, so something may have been overlooked, or a cable with an incipient fault may have totally failed.
I would switch the router off for half an hour, and while it's off, check that every connection is in the right place.
Do you have a filtered faceplate, or a rat's tail microfilter(s).
🤞
Zen FTTC 40/10 + Digital Voice FRITZ!Box 7530
BT technician (Retired)
Re: Hello? How to contact anybody from Plusnet!
02-04-2020 3:08 PM
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