New customer query

[#1]

I have just started using PlusNet broadband and phone and am a bit worried that there has been a few posts here that their phone often stops working and am concerned as I rely on my landline.
I have come from B.T. and when the phone lines were down B.T. transferred my calls to a mobile number.  Does PlusNet do this ?  If not. what happens if the BT lines are down. Do we call BT or plusnet to get them repaired.  My phone lines do sometimes get pulled down by trees.
Many thanks

[#2]

Hi there,
Welcome to Plusnet and welcome to the Community.
To answer your questions, if you had a fault on either your broadband or your phone you'd report that to us. We can set up a divert if you like, this can be requested if you did experience a fault (there are charges for the diverted calls though).

[#3]

Hi Brenda,
Welcome to PlusNet and the forums.
Further to what Chris has said, do remember that the number of users on here is a tiny number of the PlusNet user base.  The number of users registered here is less than 28k compared to circa 700k total users.  The forum community grows by about 1-2% per month (280-400) - I have no idea of the user base growth.
Some people come here as their first resort to deal with matters, rather than as a back-up route to the formal channels...
Rise an on-line problem report "ticket" - see Help & Support on the user portal
Use the on-line chat which is in extended trails at present - look for a purple prompt popping up when logged into the portal and browsing the support pages
Phone the support desk - yes sometimes that can be busy - but hopefully you will not be needing it
If BTOR dealt with the trees which are interfering with THEIR equipment, you might have fewer issues.
Good luck,
Kevin

[#4]

Many thanks.
That reassures me.
I will say that if there was an outdoor BT fault they did the divert to a mobile for free.  However, they don't give much away when it comes to their charges...
Brenda