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All singing, all dancing but NOT Ringing

PilgrimMike
Dabbler
Posts: 12
Thanks: 2
Registered: ‎22-11-2014

All singing, all dancing but NOT Ringing

Having been recommended Plusnet by friends already very satisfied with the service my experience has been somewhat discouraging. At first all went well. The new line was promptly and professionally installed and, athough there was an iinitial problem with a dead line, it was speedily dealt with. There is a dialling tone and outgoing calls can be made, very importand for my Mother who has an emergency assistance alarm. Unfortunately, although incoming calls can be made, the ringer doesn't ring! Plusnet have responded promptly to my messages and it looks as if there may be a fault on my premises which was certainly Not present before the new line was installed. I took both phones round to a friend to test the ringers - just in case - and Both Work! I hope that Openreach, if the fault lies on their 'patch', will sort things out!  Cry
7 REPLIES 7
Townman
Superuser
Superuser
Posts: 20,121
Thanks: 8,207
Fixes: 104
Registered: ‎22-08-2007

Re: All singing, all dancing but NOT Ringing

Hi Mike,
Welcome to the forums.
All infrastructure provision (and therefore issues) lay with BTOR.  Essentially PlusNET only manage the service interface and billing.
One thing to double check is that the right number is on the line.  BTOR screw-up on line numbering is not uncommon.
If you dial 17070 the automatic test service will advise of the 'service' number assigned to the line.  It might not be what you expect.
Kevin

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

itsme
Grafter
Posts: 5,924
Thanks: 3
Registered: ‎07-04-2007

Re: All singing, all dancing but NOT Ringing

Important to test in the master socket as some phones still require the ring tone on pin 3 and the master socket supply this to the extensions.
Cruise85
Grafter
Posts: 105
Registered: ‎05-08-2014

Re: All singing, all dancing but NOT Ringing

Hi pilgrimmike
Sounds like you have done all of the tests, and as such its almost certainly not your own equipment
I can see that the fault is currently progressing and hopefully we will be able to get this one resolved for you sharpish,
picbits
Rising Star
Posts: 3,428
Thanks: 22
Registered: ‎18-01-2013

Re: All singing, all dancing but NOT Ringing

If you have an old ADSL filter, can you try plugging that into a spare socket, plug the phone into that and see if it sorts out the ringing ?
You don't need to disconnect your current router / modem - just plug it in where you would plug the phone into.
Townman
Superuser
Superuser
Posts: 20,121
Thanks: 8,207
Fixes: 104
Registered: ‎22-08-2007

Re: All singing, all dancing but NOT Ringing

Quote from: itsme
some phones still require the ring tone on pin 3 and the master socket supply this to the extensions.

The filter facilitates this.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Chris
Legend
Posts: 17,724
Thanks: 599
Fixes: 169
Registered: ‎05-04-2007

Re: All singing, all dancing but NOT Ringing

From the notes on your account it looks as though this issue is now resolved. Let us know if you have any further problems.
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
PilgrimMike
Dabbler
Posts: 12
Thanks: 2
Registered: ‎22-11-2014

Re: All singing, all dancing but NOT Ringing

Well done PlusNet! I must apologise for not posting this thanks more promptly. The problem was, I believe, at the exchange and  was very promptly dealt with. The phone engineer called my home number TWICE to check that all was OK. Although the line from the exchange is not, strictly speaking, on PlusNet's 'patch' I am sure that it was their efforts on my behalf which moved things along. Thank-you also, PlusNet, for the 'absence of service' discount. I would especially recommend PlusNet for their excellent, polite and prompt Customer Service and for being honest and offering solutions, not excuses. They live up to their advertising! Pity they can't use the same music on the call-queuing system - well something classical.   Grin
Keep up the good work!  Wink