Elderly parent - landline rings once & ends call
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- Re: Elderly parent - landline rings once & ends ca...
27-06-2021 1:08 PM
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Recently his phone has been ringing once and ending the call. I've had a look today and done all of the usual bits to rule out issues with the phone, router or microfilter.
I need a line check done, but according to the website we need to log in to do that. Dad's email isn't recognised. He never set it up. There's no obvious place to register.
It shouldn't be this complicated. How do I get around this?
Thanks for any help!
Fixed! Go to the fix.
Re: Elderly parent - landline rings once & ends call
27-06-2021 1:09 PM
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Broadband is working fine.
He has a dial tone.
He can ring out.
He just can't receive calls - one ring and ended.
Re: Elderly parent - landline rings once & ends call
27-06-2021 2:27 PM - edited 27-06-2021 2:31 PM
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Look at a bill it will contain his username on the second line of the bill email. He will have set this up, and set the password when creating the account. The username is not the same as your email address.
Account username: xxxxx
Use that to login to the Plusnet member portal here - https://www.plus.net/member-centre/login if you don't know the password you can reset it using 'Forgotten your password' link.
Once logged it you can do a line test yourself by following this https://www.plus.net/help/phone/phone-line-troubleshooting/
This will test the line, and automatically raise a fault with OpenReach.
Re: Elderly parent - landline rings once & ends call
27-06-2021 2:38 PM
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I'll get back over there tomorrow or Tuesday and see if we can work it out.
Re: Elderly parent - landline rings once & ends call
27-06-2021 4:26 PM
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No problems.
Personally I would take a known good corded phone with you when you go - and test it at with the master socket, with all the extensions disconnected. Then if the line checker finds a fault you can be certain it's nothing to do with your wiring.
It sounds like a "ring trip" fault, whereby low insulation or a rectified loop line fault will prematurely "answer" the call - if so the checker should find that.
Re: Elderly parent - landline rings once & ends call
28-06-2021 12:07 PM
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Thanks for your post @BruceElliott and welcome to our Community Forums.
I'm sorry for the issues with your Dad's phone.
Can you drop me a private message with his landline number, so I can take a closer look?
Re: Elderly parent - landline rings once & ends call
28-06-2021 12:11 PM
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Message sent
28-06-2021 12:23 PM
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Thanks @BruceElliott
Line tests are indeed showing a Rectified Loop, but it looks like the fault's external (not his equipment or wiring).
I've raised this with Openreach and we've been given an estimated response time of by 30/06/21 23:59:59 for an engineer to go out and investigate further. I've also created a support ticket we'll use to follow up afterwards.
With regards to logging into his account online, can you try using the username rather than email address? We'd add the username to the top of most emails we'd send out from his account.
Password can be reset Here if needed and from there, you should be able to update the contact details or anything else.
Let us know if there are further issues.
Re: Elderly parent - landline rings once & ends call
28-06-2021 12:42 PM
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I'll pop over in a while and give him an update.
That's much appreciated.
We'd figured out his username with the help of the poster above. I'd requested a password reset from my home. I'll see if he's had an email through later today.
Many thanks to both of you.
Re: Elderly parent - landline rings once & ends call
28-06-2021 12:49 PM
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Re: Elderly parent - landline rings once & ends call
30-06-2021 12:28 PM
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Thank you for your help with this.
He's able to log in now, and with the help of Gandalf, below, the phone line is now sorted.
Re: Elderly parent - landline rings once & ends call
30-06-2021 12:34 PM
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Thanks for the update @BruceElliott
No problem, I'm glad to see your dad's phone is now working.
Let me know if there are further issues or anything else you'd need help with.
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