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Excruciating support system.

FIXED
Kinaida
Dabbler
Posts: 14
Thanks: 2
Fixes: 1
Registered: ‎23-09-2016

Excruciating support system.

Plusnet telephone line. No dialtone. Landline rings for incoming call but only crackling on the line. Unable to call out. Broadband FTTC working at usual speeds. Corded telephone tested on master socket test port. No dialtone.

The Plusnet Telephone trouble shooter facility goes through an apparent line test, online, and then provides a silly response indicating that "oops something is going wrong" please call this number.  0800 023 2221.   Not the best suggestion when the matter relates to a telephone failure?

Or, raise an online support ticket? As far as I can see there is no facility to write a support ticket. I can camp on the telephone call to the customer service centre as long as I am prepared to wait 45 minutes. The last time I tried this sometime ago the plug was pulled on the call three times.

 

Is there any way to at least register the problem so in the first instance the line may be properly checked?

Or am I stuck with an unknown wait time?

 

6 REPLIES
Browni
Aspiring Hero
Posts: 2,291
Thanks: 787
Fixes: 46
Registered: ‎02-03-2016

Re: Excruciating support system.

Fix

It's possible the trouble shooter has raised a ticket to report the problem even though it returns an error.

Have a look here (login reqd.)

I must have been really bad in a previous life as this was my 3rd ISP in a row that used lithium.
Now you're stuck with me because my new ISP doesn't run a forum Cheesy
Kinaida
Dabbler
Posts: 14
Thanks: 2
Fixes: 1
Registered: ‎23-09-2016

Re: Excruciating support system.

Thanks Browni,

 

A support ticket has been raised. A step in the right direction and now waiting for a response.

 

Kinaida

Gel
Seasoned Pro
Posts: 1,620
Thanks: 165
Fixes: 14
Registered: ‎02-08-2007

Re: Excruciating support system.

Kinaida
Dabbler
Posts: 14
Thanks: 2
Fixes: 1
Registered: ‎23-09-2016

Re: Excruciating support system.

In all fairness I have to roll back from my criticism of the support system. Once it has been engaged!

Openreach fixed the problem this morning. An underground cabling connection in the street. 

In this case the response from both parties was swift and effective.

 

Unfortunately direct access to Plusnet remains amongst the poorest in the Industry. I would not have known that the "system failure" had registered the problem without a Community member, Browni', helpfully intervening.  

 

Moderator
Moderator
Posts: 18,477
Thanks: 2,843
Fixes: 228
Registered: ‎06-04-2007

Re: Excruciating support system.

Moderator's note by Mike (Mav): I have changed the fix to @Browni as per message #2.

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

Plusnet Help Team
Plusnet Help Team
Posts: 9,222
Thanks: 2,907
Fixes: 461
Registered: ‎21-04-2017

Re: Excruciating support system.

Apologies for the error message you receive at the end of the line testing process, but I'm happy to hear the issue was swiftly resolved. Let us know if you need any further assistance. -Anoush

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team