Hi there @Chantal----, I'm so sorry to read about the issues that you are having.
I've conducted a line test today and I can confirm there has been a fault found, I've detailed this in the support ticket raised on your account here.
Thank you for your kind words, I will be in touch further tomorrow via this ticket to confirm what we need to do to move forward and resolve this issue for you.
| Jess Moore|
Plusnet Help Team