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My landline has a major fault

DTB
Newbie
Posts: 4
Registered: ‎08-02-2023

My landline has a major fault

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!!!

7 REPLIES 7
jab1
Legend
Posts: 17,111
Thanks: 5,493
Fixes: 255
Registered: ‎24-02-2012

Re: My landline has a major fault

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

John
DTB
Newbie
Posts: 4
Registered: ‎08-02-2023

Re: My landline has a major fault

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
Legend
Posts: 17,111
Thanks: 5,493
Fixes: 255
Registered: ‎24-02-2012

Re: My landline has a major fault

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

John
Gandalf
Community Gaffer
Community Gaffer
Posts: 26,576
Thanks: 10,298
Fixes: 1,600
Registered: ‎21-04-2017

Re: My landline has a major fault

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
Newbie
Posts: 4
Registered: ‎08-02-2023

Re: My landline has a major fault

Fixed now.

DTB
Newbie
Posts: 4
Registered: ‎08-02-2023

Re: My landline has a major fault

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
Superuser
Superuser
Posts: 23,050
Thanks: 9,642
Fixes: 160
Registered: ‎22-08-2007

Re: My landline has a major fault


@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?

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.