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No Dial tone + fibre internet lucky if over 2-3 MB

mmalby
Hooked
Posts: 6
Registered: ‎24-04-2017

No Dial tone + fibre internet lucky if over 2-3 MB

Hi,

Currently without a dial tone on the phone, and Fibre Broadband down to 3 to 5 Mbps - and it's intermittant at best.

I've checked all the connections etc and all are fine.

Help please

Smiley

Regards Mike

9 REPLIES 9
Mustrum
Community Veteran
Posts: 3,071
Thanks: 788
Fixes: 73
Registered: ‎13-08-2015

Re: No Dial tone + fibre internet lucky if over 2-3 MB

Have you reported a fault?

mmalby
Hooked
Posts: 6
Registered: ‎24-04-2017

Re: No Dial tone + fibre internet lucky if over 2-3 MB

Hi,

Not yet - noticed at 10:30 this evening - support isn't open.

Just wondered if any one else had similar issue

I will do tomorrow - but I'll be at work, and not back until late.

 

Regards Mike

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,175
Thanks: 1,050
Fixes: 405
Registered: ‎01-01-2012

Re: No Dial tone + fibre internet lucky if over 2-3 MB

Sorry to hear your phone isn't working.

Our tests are showing what's known as a loop condition fault which can sometimes be internal.

Can you try going through the steps here and let us know if that doesn't sort the issue.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
mmalby
Hooked
Posts: 6
Registered: ‎24-04-2017

Re: No Dial tone + fibre internet lucky if over 2-3 MB

Hi,

Called technical support - confirmed line fault, hence no dial tone and slow broadband.

Now awaiting ...

 

 

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 25,329
Thanks: 9,219
Fixes: 1,478
Registered: ‎21-04-2017

Re: No Dial tone + fibre internet lucky if over 2-3 MB

It looks like the fault they've raised to Openreach is now in an Awaiting Appointment stage because a line test has indicated the problem may lie internally. I'll create a ticket on your account with more information.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
mmalby
Hooked
Posts: 6
Registered: ‎24-04-2017

Re: No Dial tone + fibre internet lucky if over 2-3 MB

Hi
Any feedback....?
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 25,329
Thanks: 9,219
Fixes: 1,478
Registered: ‎21-04-2017

Re: No Dial tone + fibre internet lucky if over 2-3 MB

If you reply to the information requested in this ticket we'll get the engineer booked in for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
mmalby
Hooked
Posts: 6
Registered: ‎24-04-2017

Re: No Dial tone + fibre internet lucky if over 2-3 MB

Hi,

Can you please reply with the compliant process please?

We have received shocking service closing out this issue - especially with the "computer says no" attitude.

If it wasn't for us calling the Openreach BT engineer ourselves we would of got the issue resolved.

 

 

 

 

 

SpendLessTime
Aspiring Hero
Posts: 2,946
Thanks: 900
Fixes: 84
Registered: ‎21-09-2009

Re: No Dial tone + fibre internet lucky if over 2-3 MB

The official complaints procedure is here https://www.plus.net/help/legal/complaints-code-of-practice/

 

For future reference a link to it is shown at the bottom of every webpage as "Complaints Code of Practice"