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Homephone fault ...

Community Veteran
Posts: 3,366
Thanks: 15
Registered: 06-04-2007

Homephone fault ...

I guess I could call the call center, I have better things to do though.
Big thunderstorm here this morning, but also BT man up a pole close to out house too this morning! Anyhow our line and ADSL is broken at the moment.
Ticket 24891693
SW.
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3Mb FTTC
https://portal.plus.net/my.html?action=data_transfer_speed
7 REPLIES
Community Veteran
Posts: 3,366
Thanks: 15
Registered: 06-04-2007

Re: Homephone fault ...


So i just called the call center as it is close to 5pm and thought would get this raised before people go home in case they finish at 5pm.
I raised the ticket at 3pm on the portal while I was at work, then got a text message from my wife at home telling me there was a problem. I updated the ticket with some description of the symptoms at 4pm. When I called at 5pm, I was told because I updated this at 4pm it had dropped to bottom of queue and that is why nobody has dealt with it.
I thought the ticket system did not do this while in the 'Waiting For Support Team to Answer' state. Yes/No?
Finally, despite me going through the 'Ask a Question Wizard', the problem had not actually yet been put to the Homephone Faults team. Sad
SW.
--
3Mb FTTC
https://portal.plus.net/my.html?action=data_transfer_speed
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: 05-04-2007

Re: Homephone fault ...

Hi there,
Firstly, apologies for the misinformation you were given. Adding a reply does not push the ticket to the back of the queue, and I'll ensure this is addressed with the person you spoke to.
It looks like our tests picked up an obvious fault with your line, which was raised to BT as soon as the test was complete, can you confirm whether you're still having issues?
Not applicable

Re: Homephone fault ...

I understand why you wouldn't want to wait in the call queue for reporting, but I had exactly the same problem last month and selected the telephone fault option on the answer system and was put through immediately. Homephone faults are prioritised AFAIK and escalated. In my case I reported a.m., received a text in the afternoon to say that it had been sent to BT as an exchange fault and by next morning it was back on.
Community Veteran
Posts: 3,366
Thanks: 15
Registered: 06-04-2007

Re: Homephone fault ...


Hi Folks,
BT have rang to tell me everything is fixed, I can not tell as I am at work at the moment.
The call divert was arranged promptly which is the main thing, it was enabled within about an hour of the call which is fine.
SW.
PS. Can I get MaxDSL retrained now after this line fault or at least but me onto a 9dB profile?
--
3Mb FTTC
https://portal.plus.net/my.html?action=data_transfer_speed
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: Homephone fault ...

You can raise a ticket requesting your SNR to be lowered.
Community Veteran
Posts: 3,366
Thanks: 15
Registered: 06-04-2007

Re: Homephone fault ...

Yep, ticket 24902396 now raised.
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3Mb FTTC
https://portal.plus.net/my.html?action=data_transfer_speed
Community Veteran
Posts: 3,366
Thanks: 15
Registered: 06-04-2007

Re: Homephone fault ...


The PN portal has me set to 500kb/s, looks like PN have not got the delta report from BT yet. Sad
BT speedtester shows I should be on 2000kb/s ... can somebody kick the system for me so I get 2Mb?
Quote
Test1 comprises of Best Effort Test:  -provides background information.
    IP profile for your line is - 2000 kbps
    DSL connection rate: 448 kbps(UP-STREAM)  2720 kbps(DOWN-STREAM)
    Actual IP throughput achieved during the test was - 277 kbps

ta.
--
3Mb FTTC
https://portal.plus.net/my.html?action=data_transfer_speed