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Help Cannot make phone calls - do have fibre working though!

miker1156
Newbie
Posts: 8
Registered: ‎07-10-2013

Help Cannot make phone calls - do have fibre working though!

Help - I have no dialling tone and are unable to make any phone calls.
We can receive calls though.
Is there a problem in my {Milton Keynes] area?
Once again - HELPPPPP!
Mike
15 REPLIES 15
pwatson
Rising Star
Posts: 2,470
Thanks: 8
Fixes: 1
Registered: ‎26-11-2012

Re: Help Cannot make phone calls - do have fibre working though!

Sounds like an exchange fault?  Have you reported it?
https://portal.plus.net/wizard/?p=wizard&page=22945&wizard_id=38
picbits
Rising Star
Posts: 3,428
Thanks: 22
Registered: ‎18-01-2013

Re: Help Cannot make phone calls - do have fibre working though!

Have you done a speed test ? If your speed is severely compromised you may have lost a connection in one of your pairs to your house.
miker1156
Newbie
Posts: 8
Registered: ‎07-10-2013

Re: Help Cannot make phone calls - do have fibre working though!

Nope fibre is fine.
Online fault finding says plug in old style phone to see if we have a dial tone.
{Sadly, me and my 9 neighbours only have DECT phones.......}
Annoyingly the next piece of help advice [if you say you have done that and still have no dialling tone] is to RING one of two numbers..... Crazy
I used the link above and filled it in.
Apparently tickets are taking over 34 hours - maybe longer.......
miker1156
Newbie
Posts: 8
Registered: ‎07-10-2013

Re: Help Cannot make phone calls - do have fibre working though!

Well I bought a corded phone.
Plugged it in AND................................... NO difference.
Plugged it into the master socket - NO difference.
I am partly disabled and holding onto a mobile for ages waiting for support is more than hard.

HELP PLEASE!
Oldjim
Community Veteran
Posts: 38,460
Thanks: 1,034
Fixes: 63
Registered: ‎15-06-2007

Re: Help Cannot make phone calls - do have fibre working though!

Have you completed the fault report
miker1156
Newbie
Posts: 8
Registered: ‎07-10-2013

Re: Help Cannot make phone calls - do have fibre working though!

As to the above, yes as I said in my second post - but it says upto 34 hours......

HOWEVER I HAVE NOW BEEN ABLE TO REACH SUPPORT.
There IS a line problem.
It should be fixed within 4 days.......
LinnPlusnet
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,686
Registered: ‎03-02-2014

Re: Help Cannot make phone calls - do have fibre working though!

Hi miker1156,
Sorry to hear of the issues regarding your phone service.
I can see that this is in hand with our Faults team on Ticket: 82552111 and the estimated repair time is 12/03/14 23:59:59.
Our Faults team will continue to monitor this for you.
billyjoe
Newbie
Posts: 6
Registered: ‎22-03-2014

Re: Help Cannot make phone calls - do have fibre working though!

I have PN phone +bb (not fibre). I too lost landline recently but Broadband was OK.
Tried swopping phones - no good.  Reported to BT .... told to deal directly with PN !  But BT own PN and also supply the line !?.
(Previous correspondence above suggests that the less contact with BT the better).
Alas PN had its usual 30 min waiting queue.  Reluctant to spend 30mins on my basic Tesco mobile as worried about calls cost.
Q1.  are the PN 0800 calls free from mobiles ... us 84yr-oldpensioners worry about costs. 
So gave up for the day and lo! all was well next morning. 
Q2. Is this 'phone-line down' a common occurrence with PN ?
Oldjim
Community Veteran
Posts: 38,460
Thanks: 1,034
Fixes: 63
Registered: ‎15-06-2007

Re: Help Cannot make phone calls - do have fibre working though!

Q1 They are if you use GiffGaff - I don't know about any others
Q2 No more common than with any other provider as the phone connection doesn't go anywhere near any Plusnet kit
billyjoe
Newbie
Posts: 6
Registered: ‎22-03-2014

Re: Help Cannot make phone calls - do have fibre working though!

OldBill to OldJim
My message should alert you to my need for advice as to how to deal with the issue of cost when using a basic mobile phone and faced with 30+mins waiting time when my PN landline is down.
I looked up your GiffGaff on Google and it is a monthly installment service which would not be for me using the mobile only for emergencies.  
Should I expect a 30-min wait on a non-free number to get attention from PN when landline is down?
Oldjim
Community Veteran
Posts: 38,460
Thanks: 1,034
Fixes: 63
Registered: ‎15-06-2007

Re: Help Cannot make phone calls - do have fibre working though!

Re GiffGaff - it isn't necessarily a monthly deal http://giffgaff.com/goodybags/hokey-cokey-extra-minutes-free-for-each-call
Quote
Free to giffgaff
You need to top-up by top-up voucher, top-up by credit /debit card or buy a goodybag from your credit /debit card at least every 3 months to receive free giffgaff to giffgaff calls. If you don't, other UK rates will apply as above. The free giffgaff to giffgaff calls last for 60 minutes per call, so you need to hang up and re-dial if you want to keep talking for free.
I realise it doesn't help you this time but it is something for the future
However http://www.theguardian.com/media/2013/dec/12/ofcom-free-0800-mobile-telecoms-overhaul
Quote
The telecoms watchdog said that from June 2015, "freephone will mean free" for 0800, 0808 and 116 numbers – which at present are free only when used in a landline, and which cost mobile phone users between 14p and 40p a minute.

anniesboy
Grafter
Posts: 400
Thanks: 7
Registered: ‎06-01-2011

Re: Help Cannot make phone calls - do have fibre working though!

Im surprised by 30 minute wait as current waiting time is shown as =
Residential call stats
Current calls waiting Longest call waiting now Average answer time today
1.66 2 minutes and 20 seconds 44 seconds
Last updated: March 22, 2014, 4:50 pm
amcclean
Rising Star
Posts: 1,817
Thanks: 7
Registered: ‎30-07-2007

Re: Help Cannot make phone calls - do have fibre working though!

anniesboy,
I am also surprised but more by the fact the 1.66 calls are waiting 🙂
anniesboy
Grafter
Posts: 400
Thanks: 7
Registered: ‎06-01-2011

Re: Help Cannot make phone calls - do have fibre working though!

1.66 is an average,I gather . One of the PN staff mentioned it is something they might try to correct.