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Home Phone Down Again (reference 94213485)

keithplusnet
Grafter
Posts: 28
Registered: ‎08-03-2014

Home Phone Down Again (reference 94213485)

On 25th October lost broadband and homephone service, transpired it was a flooded manhole/corroded terminals down the road, service was resumed seven days later, on the 7th November lost homephone again but this time broadband still works, reported it and 48 hours later got the response had I tried connecting the phone directly to the master socket, of course I had tried the master socket after my previous outage me and the master socket are best mates, why the hell does it take 48 hours to come back with this totally useless reponse.
Feel better after that, but my faith in Plusnet is being severely tested and have sung its praises in the past, but customer services are not helping my frustration
7 REPLIES 7
Chris
Legend
Posts: 17,724
Thanks: 599
Fixes: 169
Registered: ‎05-04-2007

Re: Home Phone Down Again (reference 94213485)

Sorry you feel the response wasn't adequate, however we have to ask these questions to try and mitigate the chance of any engineer fee. I'm currently testing the line and raising the fault for you now.
Update - No fault has been detected from the testing, but as you've been through the steps we ask (single corded handset into the master socket) and you still have no dial tone, the next step is to book an engineer. Can you let me know your availability for Thursday onwards this week on the ticket please? There are currently no available appointments prior to that date.
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
keithplusnet
Grafter
Posts: 28
Registered: ‎08-03-2014

Re: Home Phone Down Again (reference 94213485)

Have responded to email response, yes will make sure someone is available for engineers visit on Thursday.
Thanks
Chris
Legend
Posts: 17,724
Thanks: 599
Fixes: 169
Registered: ‎05-04-2007

Re: Home Phone Down Again (reference 94213485)

Great, thanks Keith.
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
keithplusnet
Grafter
Posts: 28
Registered: ‎08-03-2014

Re: Home Phone Down Again (reference 94213485)

Engineer arrived this morning and there WAS a line fault, this was quickly rectified and all is good.
Thanks
Chris
Legend
Posts: 17,724
Thanks: 599
Fixes: 169
Registered: ‎05-04-2007

Re: Home Phone Down Again (reference 94213485)

Superb, thanks for letting me know!
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
keithplusnet
Grafter
Posts: 28
Registered: ‎08-03-2014

Re: Home Phone Down Again (reference 94213485)

Perhaps I spoke too soon, phone and broadband are still working, however the broadband is now operating at around 30Mbps whereas previously it was around 64Mbps, could you check this out, I attach results from BT tests, do I need a line reset as I know they switched to another wire pair to enable the fix.
adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,062
Thanks: 651
Fixes: 184
Registered: ‎27-04-2007

Re: Home Phone Down Again (reference 94213485)

Hi there,
Sorry to hear that and cheers for the update.
I'll drop you a reply on your other post http://community.plus.net/forum/index.php/topic,134124.0.html
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team