Bad line?
FIXED- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Home Phone
- :
- Re: Bad line?
05-07-2021 9:39 AM - edited 05-07-2021 9:42 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Above.
When I make some calls on the PN landline, the other end often says they can't hear me and it's a bad line! I suspect the problem is more at their end as other people can hear me... I don't have £65 for an Engineer to come and check my line, is there anything I can do?
I do have a very distinctive local accent, which Foreign call centres hate because they don't understand me, but this is happening even on UK based numbers, I have to repeatedly tell them "I am speaking English in a Sheffield accent!" which gets annoying rather quickly.
Fixed! Go to the fix.
Re: Bad line?
05-07-2021 10:06 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
As has been suggested on your other topic: https://community.plus.net/t5/My-Account-Billing/How-much-would-it-cost-to-get-out-of-contract-now/m... , you need to carry out checks at your end, and then report a phone problem - this will probably also sort that issue as well - a defective phone line problem will cause your speed issues.
DO report the phone issue first, though.
Re: Bad line?
05-07-2021 11:02 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I have asked the mods to consider merging the two topics or locking the other one so that there might be a focus on the real issue here - a potentially faulty phone line.
Have you run the telephone fault checker (see the link below) and if yes, what was the outcome?
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Bad line?
05-07-2021 2:03 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks for your post @MrAllen2021
I'm sorry for the issues with your line. Looking at your other thread Here I've tested your line and the tests aren't showing any issues, so I'd recommend ruling out any issues with your internal wiring or equipment by plugging your phone and router into the test socket as explained Here and trying a different phone handset.
If you're still having issues, then I'd report a fault to us at faults.plus.net so we can arrange an engineer to investigate further. If you carry out the troubleshooting we say, you don't miss the engineer appointment we book for you, and you haven't damaged Openreach's equipment like the phone socket, then we're not likely to charge for the visit.
Re: Bad line?
05-07-2021 2:38 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I'll get some help trying another phone handset this week and report back.
I suspect it's the line that's at fault though as this is the second handset I've had to report issues with on the PN line.
Re: Bad line?
05-07-2021 2:52 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
@MrAllen2021 If you already have a handset, you have been given details on how to run the required line checks - have you done this?
Re: Bad line?
05-07-2021 2:55 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
No because I'm not at the Flat today, I never am on a Monday.
I'll get Dad to help me do the checks tomorrow.
Re: Bad line?
05-07-2021 2:56 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
No problem @MrAllen2021
Let us know how it goes
Re: Bad line?
05-07-2021 4:08 PM - edited 05-07-2021 4:09 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I've asked Dad and he says the master socket down at the Flat's faulty anyway, he says he'll check it tomorrow.
@Gandalf Does that warrant a solution your Wizard-ship?
Re: Bad line?
05-07-2021 4:23 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Bad line?
05-07-2021 5:41 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Probably, I'll find out tomorrow.
Re: Bad line?
06-07-2021 10:33 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
So I just got off the phone to technical support, they tested the line, nothing wrong... She sent me an email to test the speed of the Fibre connection, it should be a minimum of 71 Mb/s but it comes in at a bit less than 65, at 64.96 Mb/s.
I've only recently bought a new cordless handset for the landline, £20 on eBay, so I don't think that's the problem.
Re: Bad line?
06-07-2021 11:06 AM - edited 06-07-2021 11:07 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Good morning @MrAllen2021
I've also tested the line this morning and can see no faults at all with the network. My speed test results do differ slightly, in that the line is syncing at 71Mbps. The line appears to be relatively stable on our end, and is not banded at all.
Again, I'd echo @Gandalf in ensuring that there are no issues with the internal wiring / equipment, though I can see that you've mentioned a faulty master socket.
Just to point out as well, your MGS on our end is set at 59Mbps. I'll attach my KBD results to this post for your reference. Let us know how you get on after trying a different handset, and feel free to head over to faults.plus.net if the issues persist.
Re: Bad line?
06-07-2021 1:24 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Well there is the faulty master socket behind the Router, but I can't really get that sorted without the 65 quid Engineer visit, which is an expense I could kind of do without.
Re: Bad line?
06-07-2021 2:29 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Probably then that’s where the problem is - on the other party’s phone line - not yours?
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page