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Faulty Landline

Sucks
Dabbler
Posts: 10
Registered: ‎28-11-2022

Faulty Landline

To say that I am annoyed at this point would be a colossal understatement, the beginning of my trials begun with there being a horrific "machine" noise on my land line, I can (apparently) call out but nobody can hear me, this has gone on for at least about a week now. Stage two of the trials had me doing research to discover Plusnet have closed all forms of online chat only offering a phone number - how the hell does that help people in situations like mine? So instead and stage three of the trials I went to post in these very forums but needed to recover my password for my existing account only to find something is borked with the Plusnet automated systems as it doesn't send out an email to recover my password (and yes of course I checked spam) so I've had to set up this new account just to post in the forum to try and get help for my current problem.

I've already lost money because of this land line fault and am seriously considering contacting Ofcom about the utterly dire and shambolic state Plusnet is in. I want my land line sorted within one working day.

28 REPLIES 28
jab1
Legend
Posts: 16,646
Thanks: 5,246
Fixes: 246
Registered: ‎24-02-2012

Re: Faulty Landline

@Sucks Have you actually reported the problem to Plusnet. If you have a mobile phone, and have not already reported it, use the below link:-

https://www.plus.net/help/report-a-problem/phone/

John
willcutforth
Plusnet Help Team
Plusnet Help Team
Posts: 1,453
Thanks: 536
Fixes: 93
Registered: ‎27-11-2020

Re: Faulty Landline

Hey there @Sucks so sorry to hear of the issues with the landline and getting through to us. Please can you fire across your username to me and I will investigate? If not, you can report it the same way @jab1 stated Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team
Townman
Superuser
Superuser
Posts: 22,753
Thanks: 9,464
Fixes: 153
Registered: ‎22-08-2007

Re: Faulty Landline

Send a Personal Message

Support staff might ask for private information to be sent via a Personal Message (PM) which new users might not know how to do. Further to that, new users might not have attained sufficient ranking to send PMs:-

  • Have made 5 or more posts
  • Have logged in (and out) at least twice and made 3 posts

Having attained the ranking a PM is sent as follows:-

  1. Click on the staff member's name in the left panel
    Web capture_27-11-2022_111734_community.plus.net.jpeg
  2. Click on SEND PRIVATE MESSAGE on the right
    Web capture_27-11-2022_113524_community.plus.net.jpeg

Note that PMs sent to one staff member are visible to all staff members to provide support continuity across working rosters.


 

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.

Sucks
Dabbler
Posts: 10
Registered: ‎28-11-2022

Re: Faulty Landline

@willcutforththanks for looking into this I'll shoot you a PM with my username, whoever you need to tell regarding the matter of no longer having an online chat you can tell them with a world that is more digital than it is analog now not having an online chat to have  issues like mine resolved is simply unforgivable and there is no excuse. As a result of the lack of this support option I will not be renewing my contract when it is due.

Sucks
Dabbler
Posts: 10
Registered: ‎28-11-2022

Re: Faulty Landline

Apparently I can't send a PM prior to making a minimum post count, so here's a few filler messages.

Moderator’s Note

Fix cancelled as it doesn’t resolve the problem.

jab1
Legend
Posts: 16,646
Thanks: 5,246
Fixes: 246
Registered: ‎24-02-2012

Re: Faulty Landline

@willcutforth Was your last action on here in error?

John
willcutforth
Plusnet Help Team
Plusnet Help Team
Posts: 1,453
Thanks: 536
Fixes: 93
Registered: ‎27-11-2020

Re: Faulty Landline

Tbh not entirely sure if I did anything. If I did then definitely in error.

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team
jab1
Legend
Posts: 16,646
Thanks: 5,246
Fixes: 246
Registered: ‎24-02-2012

Re: Faulty Landline

Well, I saw a notification that you had accepted the OPs answer as a solution at 19.16.

John
willcutforth
Plusnet Help Team
Plusnet Help Team
Posts: 1,453
Thanks: 536
Fixes: 93
Registered: ‎27-11-2020

Re: Faulty Landline

Ah that's strange, I just put the post on hold on Khoros. That's all I did from the public post side of things. My bad, definitely didn't mean to mark as resolved.

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team
Sucks
Dabbler
Posts: 10
Registered: ‎28-11-2022

Re: Faulty Landline

The thread will roll on regardless Wink Will report back if there's still issues come Wednesday evening.

Sucks
Dabbler
Posts: 10
Registered: ‎28-11-2022

Re: Faulty Landline

Well, as of 12pm today the line is still borked @willcutforth 

jab1
Legend
Posts: 16,646
Thanks: 5,246
Fixes: 246
Registered: ‎24-02-2012

Re: Faulty Landline

@Sucks Did you follow my suggestion in post # 2?

John
willcutforth
Plusnet Help Team
Plusnet Help Team
Posts: 1,453
Thanks: 536
Fixes: 93
Registered: ‎27-11-2020

Re: Faulty Landline

@Sucks they have until midnight tonight but I will chase it tomorrow if nothing comes of it Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team
Sucks
Dabbler
Posts: 10
Registered: ‎28-11-2022

Re: Faulty Landline

@jab1 willcutforth booked my line in for repair and it's meant to be resolved today but to let him know if not so he can chase things, a support ticket has been opened as well.

Fortunately down speeds remain about what they should be but up speeds I'm lucky if it hits 1mbps. I'm an IT guy by trade so doing everything online is far faster for me I can just roll things like this into my regular workload and I (used to) be able to just have another window open on another monitor for issues like this when Plusnet actually had online support rather than twatting about stopping what I'm doing and wasting time in a line on the phone.

I'm keeping a running tab of what Plusnet are costing me in income without the land line - about £300 so far, if they don't resolve this issue today I'll be sending them my bills.