No Dial Tone on Phone Line
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No Dial Tone on Phone Line
17-06-2021 12:45 PM
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Hi,
My landline phone no longer has a dial tone. There is only one socket in the house which does not use a microfilter and it is a wired landline phone that has been working perfectly fine until today. Since yesterday, my internet has also been disconnecting intermittently. I would like to know if these two issues are connected and if there is anything PlusNet can do to help resolve the issue.
Thanks
Re: No Dial Tone on Phone Line
17-06-2021 12:51 PM
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@bilkh28 They most definitely will be connected. You say the socket does not use a filter - is it a modern 5C socket with a mark 4 faceplate?
Re: No Dial Tone on Phone Line
17-06-2021 1:01 PM
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Hi,
My socket says MK2 on it. I have attached an image of it for reference.
Thanks
Re: No Dial Tone on Phone Line
17-06-2021 1:05 PM
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Ah OK - it is still a filtered socket, just slightly older.
Have you run through the phone troubleshooter, and are you on a FTTC or ADSL broadband contract?
Re: No Dial Tone on Phone Line
17-06-2021 1:07 PM
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I have run through the phone troubleshooter and it did not help. I am currently on the Fibre Unlimited package so I beleive that is FTTC.
Re: No Dial Tone on Phone Line
17-06-2021 1:16 PM
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What response did you get from the phone troubleshooter? And yes you are on FTTC.
Is it possible to post the results from the Helpdesk tab on your router (assuming a PN Hub1) this is on the Troubleshooting tab on the router home page. Delete or obscure any personal details, though.
Re: No Dial Tone on Phone Line
17-06-2021 1:22 PM - edited 17-06-2021 1:23 PM
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I accessed the troubleshooter using the following link:
https://www.plus.net/my-account/tools/phone-troubleshooter
When I go here, it says:
"We've already got a fault logged with our support team. Don't worry, we'll be in touch soon with further details."
In terms of the router, I am using a third-party router from TP-Link that has been working perfectly fine for the past year since I purchased it.
Re: No Dial Tone on Phone Line
17-06-2021 1:34 PM
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OK, so the phone fault, which is 99.9% likely to be your issue is logged and will get sorted.
Don't bother about the router statistics in that case, they will not help.
Re: No Dial Tone on Phone Line
17-06-2021 2:03 PM
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Hi,
Tnanks for the help so far. How long does a phone/fibre line fault usually take to resolve in your experience?
Thanks
Re: No Dial Tone on Phone Line
17-06-2021 2:08 PM
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@bilkh28 No problem. As to your question - how long is a piece of string? It depends on the problem, BTOR engineer availability and numerous other factors.
Re: No Dial Tone on Phone Line
17-06-2021 2:22 PM
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Hi,
I have received the following reply from a ticket from a CSC Analyst who said the following:
"Thank you for your patience while we look into your fault. I have ran some tests on your broadband and phone lines and it looks like everything is up and running as it should. If the problem is still occurring on your end please get in touch with us and let us know so we can look into this further. If the problem is resolved you don’t have to do anything and this ticket will close automatically after 14 days."
I replied saying my dial tone is still dead but not sure what else I can do now.
Re: No Dial Tone on Phone Line
17-06-2021 2:46 PM
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As I am not PN staff (obviously) I can't make any useful comment, other than to say that seems a typical useless reply which I have seen mentioned on other topics, even when the issue is clearly not resolved - almost 'We'll wash our hands of this - makes clear-up rates look good'.
Hopefully one the Help Team might spot this and apply a bit of common sense, but I can't guarantee that, and I'm afraid your 'No, it isn't resolved' reply will persuade someone to check things properly.
Re: No Dial Tone on Phone Line
17-06-2021 3:19 PM
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Hi,
Yeah, hopefully someone on the Help Team can help out then. I'm currently working from home and can only use so much mobile data.
Thanks for all the help so far.
Re: No Dial Tone on Phone Line
17-06-2021 5:00 PM
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Thanks for your post @bilkh28 and welcome to our Community Forums.
I'm sorry for the issues with your service. I can see we've booked an engineer visit for you to investigate further.
Let us know if there are any further issues afterwards.
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