My landline has a major fault

DTB · ‎08-02-2023

My landline now has a major fault. I cannot receive or make calls.

It initially started as an intermittent fault but failed completely on Sunday.

I reported it by speaking to a plusnet operative. She confirmed there was a problem with the landline and something would happen by 11:59 on the 8th Feb.

Since then I have heard nothing !

I do not own a mobile...yes I'm the one and it is virtually impossible to contact anyone at Plusnet who will give me updates.

My wife does have a mobile, that is how I managed to speak to someone on Sunday. However we live in a remote spot and mobile coverage is to say the least dodgy. Various spots around the house never have a signal.

HELP!!!

jab1 · ‎24-02-2012

@DTB 11.59 is 11.59PM - depends how fast OpenReach can get an engineer out to fix the issue.

John

DTB · ‎08-02-2023

It's now after 11:59 8th Feb and the line is still not working.

Plusnet's operative said something along the line that 11:59 8th Feb would be the latest it would be sorted by.

It would be nice to get updates via email about what's happening. No doubt I'm going to have to phone them again.

jab1 · ‎24-02-2012

As I said, the 11.59 is 11.59PM - i.e. effectively midnight tonight.

John

Gandalf · ‎21-04-2017

Hi @DTB,

I've had a look into this for you and we seem to have been providing email updates from the ticket logged here. Looking at the supplier fault report, an engineer reported back to us not long ago advising that they believe to have fixed the problem. I've tested your line too and all looks good from this side now. Is your phone working again?

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.

Anoush Mortazavi
Plusnet

DTB · ‎08-02-2023

Fixed now.

DTB · ‎08-02-2023

Thanks for sorting the problem. It would have been nice to have received some email confirmation, prior to the repair being carried out, that things were in hand and an engineer was booked to look at the problem.

A lady called Stacey, whom I spoke to from customer support, was very helpful and deserves a special thank you.

Townman · ‎22-08-2007

@Gandalf wrote:

Hi @DTB,

I've had a look into this for you and we seem to have been providing email updates from the ticket logged here.

Are you saying that you did not receive the emails which were sent?

Have you looked at the tickets mentioned by Gandalf? Is the email address mentioned one which you monitor?

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.