My broadband went down last night - your phones and chat not available

[#1]

My broadband failed last night.  The router tries and fails to reconnect.  (I'm doing this post via 4G)

The telephone line has a loud crackle on it, enough to make unusable, so assuming there an external physical fault on the line.

I can't get a response from you via telephone and chat is offline.

I am working from home during the lockdown, so need these issues resolved urgently please.

Thanks

[#2]

@julianora  Welcome to the forum.

You need to report a phone not broadband fault.

Assuming that you pay Plusnet for your phone line, if you go through the checks here then move on to the troubleshooter it should automatically test your line and report a fault. Try it and see.  https://www.plus.net/help/phone/phone-line-troubleshooting/

[#3]

Line test has following result - see below - I have done this twice now with an hour or so between.

[#4]

@julianora 

It might still have automatically logged a fault on a ticket. Log into your account through this link to see if one has been raised.  https://www.plus.net/wizard/?p=search

[#5]

Sadly thatnis a known "error"/bug PN have yet to fix.

The good news is that the error is usually spurious and the fault may well have been sent to openreach.

Check to see if a question or ticket is open on your account.

https://www.plus.net/wizard/?p=search

Regards

Richard

[#6]

Baldrick1 types faster than me 😁

[#7]

Hello @julianora,

We are sorry to hear that your are experience an issue with you phone line and for any inconvenience this is causing.

A potential external fault was found and it has been raised to our supplier. Our faults team will keep you updated here.