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Just Switched To PN - Phone Line Constantly Engaged

Lynsey
Dabbler
Posts: 10
Registered: ‎19-09-2017

Just Switched To PN - Phone Line Constantly Engaged

Hello,

 

I've just switched from Sky to Plusnet and am having problems with my phone line. Anyone that calls receives the engaged tone, however, calling out works fine. What could be the issue?

Also tried running the troublershooter which checks the line but that fails...

 

Thanks

Lynsey

 

 

10 REPLIES 10
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 25,263
Thanks: 9,193
Fixes: 1,477
Registered: ‎21-04-2017

Re: Just Switched To PN - Phone Line Constantly Engaged

Hi Lynsey,

 

Line tests aren't finding any issues, so I've raised a ticket on your account with the next step.

I hope this helps

Anoush

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Lynsey
Dabbler
Posts: 10
Registered: ‎19-09-2017

Re: Just Switched To PN - Phone Line Constantly Engaged

Thanks.
I've followed the instructions and the fault still occurs. I've replied to the ticket requesting an engineer be sent.

What could be the cause for this issue immediately after switching to yourselves?
davidj66
Aspiring Pro
Posts: 704
Thanks: 47
Fixes: 4
Registered: ‎04-09-2008

Re: Just Switched To PN - Phone Line Constantly Engaged

When you switched away from Sky to PN, an Openretch engineer had to visit the local exchange to physically disconnect you from Sky's LLU equipment to connect to the BT Wholesale network used by PN - they have obviously c**ked up the changeover!!

Lynsey
Dabbler
Posts: 10
Registered: ‎19-09-2017

Re: Just Switched To PN - Phone Line Constantly Engaged

Would that also explain why I'm only receiving ~53Mbs when my line speed is estimated at 69Mbs of a max speed of 78Mbs.

 

I was receiving a stable 37.4Mbs of up to 40Mbs through Sky.

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 25,263
Thanks: 9,193
Fixes: 1,477
Registered: ‎21-04-2017

Re: Just Switched To PN - Phone Line Constantly Engaged

I've followed the instructions and the fault still occurs. I've replied to the ticket requesting an engineer be sent.

Line tests aren't completing now, so I've not been able to book an appointment.
I have however raised a fault with Openreach. We'd expect an update over the next 48 hours.

I apologise for the inconvenience caused.

 

What could be the cause for this issue immediately after switching to yourselves?

It could be a problem at the exchange.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Lynsey
Dabbler
Posts: 10
Registered: ‎19-09-2017

Re: Just Switched To PN - Phone Line Constantly Engaged

Good morning,

 

We still have no phone line 4 days after switching from Sky, please can you provide an update.

jelv
Seasoned Hero
Posts: 26,786
Thanks: 990
Fixes: 10
Registered: ‎10-04-2007

Re: Just Switched To PN - Phone Line Constantly Engaged

If you dial 17070 does it give you the correct number?

jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
Lynsey
Dabbler
Posts: 10
Registered: ‎19-09-2017

Re: Just Switched To PN - Phone Line Constantly Engaged

It does, yes.

Lynsey
Dabbler
Posts: 10
Registered: ‎19-09-2017

Re: Just Switched To PN - Phone Line Constantly Engaged

Openreach have just visited and the issue is down to the porting of my phone number...

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 25,263
Thanks: 9,193
Fixes: 1,477
Registered: ‎21-04-2017

Re: Just Switched To PN - Phone Line Constantly Engaged

Sorry to hear this isn't resolved still. I believe one of my colleagues from the faults team has contacted Openreach with regards to the porting issue. We'll be in touch when we have more info.

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