Landline down
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- Re: Landline down
28-07-2019 7:29 PM
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My phone has now been down for a day now. When I use the phone troubleshooter link and get to the "check my line" stage, it knocks out broadband and I lose communication with the troubleshooter. When broadband comes back, I get the message "Oops something seems to have gone wrong, please call us on ...."
So please could you raise a ticket on my behalf.
thanks
Andrew
Fixed! Go to the fix.
Re: Landline down
29-07-2019 9:42 AM
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29-07-2019 11:20 AM
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Hi @Litenites, I'm sorry for the issues with your phone service. It looks like the line test failed and the fault was raised to our suppliers yesterday.
I've moved your fault ticket to the relevant place to monitor this for you. Please just let us know if you have any further queries in the meantime.
Re: Landline down
29-07-2019 11:46 AM
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Thanks lauren, much appreciated, I have an elderly mother who has had strokes and is still at risk of more, she is panicking about not being able to phone me, she is 86 and not mobile savvy.
Re: Landline down
29-07-2019 7:42 PM
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Thanks for your help, usually I can never get chat as it says my browser is wrong, sorted problem and phone working now.
Re: Landline down
29-07-2019 7:47 PM
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Re: Landline down
30-07-2019 11:34 AM
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Hi
Same problem is back again today, no dial tone and broadband cutting off, please can you escalate again, thanks
Re: Landline down
30-07-2019 11:36 AM
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Hi Lauren
I Said it was fixed yesterday, but same problem is back again today, please can you keep the ticket open or open one again for me, thanks
Re: Landline down
30-07-2019 12:37 PM
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Hi Andrew.
It actually looks like the fault report is still open and in hand with Openreach. The estimated response/resolution time hasn't changed from 31/07/19 23:59:59. Let us know if you're still having issues after this and we'll be happy to chase things up.
Re: Landline down
30-07-2019 1:26 PM
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Thanks again
Re: Landline down
30-07-2019 1:32 PM
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Re: Landline down
31-07-2019 4:52 PM
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Re: Landline down
31-07-2019 4:55 PM - edited 31-07-2019 4:55 PM
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Having said that, I've retested your line again and we're detecting a possible line card fault at the exchange on Openreach equipment so I've got this reported back through to our suppliers and we'll update you when we know more.
Re: Landline down
03-09-2019 11:54 AM
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@Litenites wrote:
Thanks lauren, much appreciated, I have an elderly mother who has had strokes and is still at risk of more, she is panicking about not being able to phone me, she is 86 and not mobile savvy.
Have you looked at this - https://www.plus.net/help/legal/support-for-customers-with-disabilities/ - specifically priority phone line repairs?
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
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