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Elderly parent - landline rings once & ends call

FIXED
BruceElliott
Newbie
Posts: 6
Thanks: 4
Registered: ‎27-06-2021

Elderly parent - landline rings once & ends call

Dad has landline and broadband through Plusnet.

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!
11 REPLIES 11
BruceElliott
Newbie
Posts: 6
Thanks: 4
Registered: ‎27-06-2021

Re: Elderly parent - landline rings once & ends call

I should have said -

Broadband is working fine.
He has a dial tone.
He can ring out.
He just can't receive calls - one ring and ended.
flanzm
Pro
Posts: 225
Thanks: 95
Fixes: 15
Registered: ‎20-04-2016

Re: Elderly parent - landline rings once & ends call

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.

 

BruceElliott
Newbie
Posts: 6
Thanks: 4
Registered: ‎27-06-2021

Re: Elderly parent - landline rings once & ends call

Thank you!

I'll get back over there tomorrow or Tuesday and see if we can work it out.
flanzm
Pro
Posts: 225
Thanks: 95
Fixes: 15
Registered: ‎20-04-2016

Re: Elderly parent - landline rings once & ends call

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.

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 25,902
Thanks: 9,440
Fixes: 1,511
Registered: ‎21-04-2017

Re: Elderly parent - landline rings once & ends call

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?

If this post resolved your issue please click the 'This fixed my problem' button.
From 31st October 2022, I'll no longer have a regular presence here as I'm moving on to a new role within Plusnet.

 Anoush Mortazavi
 Plusnet Help Team
BruceElliott
Newbie
Posts: 6
Thanks: 4
Registered: ‎27-06-2021

Re: Elderly parent - landline rings once & ends call

Thank you.

Message sent
Gandalf
Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: Elderly parent - landline rings once & ends call

Fix

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.

If this post resolved your issue please click the 'This fixed my problem' button.
From 31st October 2022, I'll no longer have a regular presence here as I'm moving on to a new role within Plusnet.

 Anoush Mortazavi
 Plusnet Help Team
BruceElliott
Newbie
Posts: 6
Thanks: 4
Registered: ‎27-06-2021

Re: Elderly parent - landline rings once & ends call

Thank you.

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.
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 25,902
Thanks: 9,440
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Registered: ‎21-04-2017

Re: Elderly parent - landline rings once & ends call

Ah yeah. Reading the thread again I can see you had sorted the login issue.

No problem, let us know how it goes.

If this post resolved your issue please click the 'This fixed my problem' button.
From 31st October 2022, I'll no longer have a regular presence here as I'm moving on to a new role within Plusnet.

 Anoush Mortazavi
 Plusnet Help Team
BruceElliott
Newbie
Posts: 6
Thanks: 4
Registered: ‎27-06-2021

Re: Elderly parent - landline rings once & ends call

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.  

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 25,902
Thanks: 9,440
Fixes: 1,511
Registered: ‎21-04-2017

Re: Elderly parent - landline rings once & ends call

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.

If this post resolved your issue please click the 'This fixed my problem' button.
From 31st October 2022, I'll no longer have a regular presence here as I'm moving on to a new role within Plusnet.

 Anoush Mortazavi
 Plusnet Help Team