Landline has gone dead

[#1]

Is it my fault again - or has my landline contract been terminated early?

I've been a loyal continuous customer in the 'Plusnet family' for decades. I currently have circa 3 months remaining in a 24 month ADSL Plusnet (f9) contract  for Unlimited Broadband inc. Line rental. The contract started on 22nd Jan 2024, and has an end date of 21st Jan 2026. Unfortunately (for the last few days) it seems that my landline telephone has completely ceased to function - though my internet connectivity seems fine.

Not sure if its related, but I had issues last year with a Faulty Phone Line, which I reported in some detail in forum topics dated 04-06-2024 and 30-10-2023. I thought the (external) problem had been fixed, but is it in the realms of possibility that whatever was the cure then, might also have now burdened me with some ongoing pre-established? further problems that (must) continue to interfere with my line rental? Whilst I admit my tech ignorance, I speculate in case it's of any significance that when the line was last fixed, it was necessary for the engineer to visit the exchange, before he replaced an old phone socket on my wall with a new Openreach Master Socket 5C. I also found it a bit strange that before departing to fix the problem, the engineer had said he he would inform me of any progress by contacting me on my (still) non-existent mobile phone.

I'm aware that I'll soon need to update my aging ADSL connection, but right now I'm happy with my current contract and had intended to renew soon - so that I'd have time to thoroughly and unhurriedly learn more details about the Plusnet EE stuff as well as research the options from other other providers where a combined broadband and phone service is still offered. In the absence of any pertinent contract related contact from Plusnet to inform otherwise, I'm hoping that renewal is still an option for me. When I login to Plusnet to view my existing customer broadband deals I'm presented with an option to Keep my landline and renew. This package uses a landline connection so it won’t be supported from January 2027. If you need a home phone line, you can renew your contract, but you'll need to move to another package or service in the future. We’ll be in touch to let you know your options. Really? That's reassuring - In the absence of any further contact from Plusnet thus far, can I at least now conclude  that my current package is still functional, and my dead phone line is in no way related to my Line Rental contract?

To confuse things (or me) even further - I've no idea if it could have any relevance to my current landline demise(?)  but I recently encountered email issues that I reported in the forum (11-07-25) which was when I first became aware of the Greenby email takeover/merger coming soon. I'm probably only confirming my naivety and tech ignorance now, but the absence of any personal notifications from Plusnet, has also left me curious about whether  some (minor?) Greenby initiated changes in the background Plusnet accounting logic might conceivably have had potency to influence the behaviour of my line rental contract in ways other than email? Still clutching at straws, but could that be another possibility which accounts for why my phone line (prematurely?) ceased to function with no warning?

I'm not sure when the line first went dead because (as I explained in last year's posts) I rarely use the phone to make calls, but I do rely on it for security purposes in order to access my online banking account. I can confirm it was working fine when I needed to access my bank details on 2nd October, but for the last few days (since Thursday) when I plug in a phone handset, there's just a dead line, with no phone connection apparent.

Sorry for my unqualified discourse. I think I've said more than enough now.

It goes without saying that I'd appreciate any help asap. Thanks.

[#2]

@caulbox Report your problem via https://www.plus.net/help/report-a-problem/

It has nothing to do with the transfer of email accounts to Greenby.

[#3]

Thanks for the reply John, but I'm guessing that I can't report a problem by text message as I don't own (or have access to) a mobile phone?

[#4]

Ooops, that's a bit of a problem. I'll see if there's any of the help team about who might be able to help.

@Leanne_T  ?

[#5]

Hey there @caulbox.

I've sent you over a private message so we can look into your options with this one 😊

Peter

[#6]

@caulbox 

From

"This package uses a landline connection so it won’t be supported from January 2027. If you need a home phone line, you can renew your contract, but you'll need to move to another package or service in the future"

it looks like you can get another year or so on your current landline at least.

Whether Plusnet would renew your ADSL contract is worth checking. Once the phone is mended I suggest phoning up on that subject.

I assume full fibre (fibre all the way to your home) isn't available to you at present. 

[#7]

Peter_JW
I replied to your private message within minutes, with the information you requested.  But it's now 3.00 am and I've had a sleepless night regretting that I did. I can't understand why you requested me to post my personal details on the internet (eg landline number) which Plusnet are surely already aware of.

I'm tempted to delete the reply I sent, but before I do so I'd be grateful if you can absolutely confirm that a private message is indeed private, and there is no way for other users to maliciously access it or unintentionally view it?

Thanks

[#8]

@caulbox I can assure you that PM's on here are totally private - only you as the sender and the person (or section) you sent the message to can see it. The reason @Peter_JW asked for the information he did is that due to the fact that the 'Help Team' is now staffed by EE personnel, they do not have full access to the Plusnet systems - crazy, I know, but that is the way the management have decided to arrange it. 

[#9]

jab1

Thanks for the clarification which has more or less allayed my worries about future security.

I'm hoping that a link to this post has already or will soon be sent to the applicable Plusnet support staff for more pressing further investigation?

[#10]

@caulbox What remains a concern for you? Although I am not Plusnet staff, I have been active on these forums for a long time, and although I obviously don't know the exact way the system works, as this is an https site, the chances a leak are so small there is no reason to be concerned.

Hopefully, your issue has been passed to PN support, but if you haven't heard by the end of today, or 1930ish, give us a shout and I'll see if there is anything I can do.

[#11]

Sorry for the delay, @caulbox. Private messages on the forum are private and secure.

I've sent you another message privately, explaining the next steps.

Chris

[#12]

@Christopher_G Because this is not account sensitive, I see no reason why you can't post the 'next steps' on the forum.

[#13]

jab1

Just to keep you updated, I was informed by Christopher_G that the support team have now been made aware of the problems I'm having and will contact me on my email address. I'm told the turnaround time is five working days, but hopefully they will be in touch with me sooner, due to the nature of the problem. I'll certainly keep in contact with them when it might be necessary, and I'll also report any substantial contacts in this forum.

[#14]

Thanks for the update @caulbox , but I think you are being given the run-around. A dead phone just needs an appointment for an Openreach engineer to rectify the problem, which is most likely a problem with one 'leg' of your connection.

[#15]

As time passes, the need for me to access my online banking account is becoming VERY URGENT again. But as of yet I've still heard nothing significant from Plusnet support staff. What I did receive this afternoon was a worrying spam junk e-mail (which is a rare occurrence for me). I don't want to engage in further discussion on that matter, but I think I should at least make it known that (erring on the side of caution) I've now deleted my private message to Peter_JW as I said I might. But when I now reflect more precisely on the steps which Christopher_G had been explaining, I see that I was actually informed that "Your private message was picked up and sent over to our support team" However extremely unlikely, I trust that my deletion of that message (which contained nothing more than 3 requested personal details) will not further slow down the process of my getting some assistance to repair the landline.