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No dial-tone, broadband very slow

Okay
Grafter
Posts: 36
Thanks: 5
Registered: ‎03-12-2017

No dial-tone, broadband very slow

Hello, Since yesterday I have no dial tone and broadband is working buy only just.

Logged into my account and went to report a problem but only option was to phone (or text).

As I don't use a mobile only other option was to post here.

Is there anyone here that can look into this for me please?

Thanks.

24 REPLIES 24
jab1
Legend
Posts: 15,890
Thanks: 4,908
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Registered: ‎24-02-2012

Re: No dial-tone, broadband very slow

@Okay Try reporting a PHONE issue via: https://www.plus.net/help/report-a-problem/phone/

John
Okay
Grafter
Posts: 36
Thanks: 5
Registered: ‎03-12-2017

Re: No dial-tone, broadband very slow

Hello John, that's where I came from to post here:

"Text PHONE to 07800008121" I Have no phone option.

Thanks.

jab1
Legend
Posts: 15,890
Thanks: 4,908
Fixes: 233
Registered: ‎24-02-2012

Re: No dial-tone, broadband very slow

Ah, OK. In that case, I'm afraid you will have to hope one of the Help Team pick this up, but they are rather thin on the ground and slow to respond - sorry.

John
Baldrick1
Moderator
Moderator
Posts: 11,165
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Registered: ‎30-06-2016

Re: No dial-tone, broadband very slow

@Okay 

Try the old on line link, it might still work: https://faults.plus.net/

Moderator and Customer
If this helped - select the Thumb
If it fixed it,  help others - select 'This Fixed My Problem'

jab1
Legend
Posts: 15,890
Thanks: 4,908
Fixes: 233
Registered: ‎24-02-2012

Re: No dial-tone, broadband very slow

Good thinking, @Baldrick1 

John
Okay
Grafter
Posts: 36
Thanks: 5
Registered: ‎03-12-2017

Re: No dial-tone, broadband very slow

Thanks, followed that link and it did a line check. Internet cut out while doing it so didn't get any further info on screen. Got connection again (very sluggish). Do I have to do anything else?

Thanks for helping.

Baldrick1
Moderator
Moderator
Posts: 11,165
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Registered: ‎30-06-2016

Re: No dial-tone, broadband very slow

@Okay 

If it didn’t complete then I would do it again.

Leave it a few hours then log in to your Plusnet account. If it’s worked then hopefully there might be a notification of a new open ticket on the account, see the bell icon.

This problem has all the symptoms of one of the two cores of the telephone connection to your home having a break in one of the cores.

Moderator and Customer
If this helped - select the Thumb
If it fixed it,  help others - select 'This Fixed My Problem'

Okay
Grafter
Posts: 36
Thanks: 5
Registered: ‎03-12-2017

Re: No dial-tone, broadband very slow

I suspect the internet disconnected because it was doing the test, but I'll try it again.

Thanks for your help.

Okay
Grafter
Posts: 36
Thanks: 5
Registered: ‎03-12-2017

Re: No dial-tone, broadband very slow

Tried again, the internet disconnects while the phone line check is taking place so can't get result of test.

Modem won't reconnect, I have to turn it off for a while and then it connects again.

 

How can I report a problem with my telephone line without use of a mobile phone or social media account please?

Thanks for any help.

jab1
Legend
Posts: 15,890
Thanks: 4,908
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Registered: ‎24-02-2012

Re: No dial-tone, broadband very slow

@Okay As @Baldrick1 suggests, try logging into your account and see if a ticket has been raised. If not back and we can see if we can do anything to help.

John
Okay
Grafter
Posts: 36
Thanks: 5
Registered: ‎03-12-2017

Re: No dial-tone, broadband very slow

Oh sorry, yes the problem has been noted and put on hold until Monday.

Thanks for the help everyone.

jab1
Legend
Posts: 15,890
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Registered: ‎24-02-2012

Re: No dial-tone, broadband very slow

Let us know what they say. Any details in the 'On Hold' notification?

John
Okay
Grafter
Posts: 36
Thanks: 5
Registered: ‎03-12-2017

Re: No dial-tone, broadband very slow

The last post said:

Your Help Assistant Question is now being placed on hold. The next action on your Question will be 07-11-2022.
Regards,
Customer Support.

 

Previous post:

Your fault has now been raised with Openreach...

...

Fault details:

Description: FAULT - Dis In Network
External fault reason
Reason: FAIL

jab1
Legend
Posts: 15,890
Thanks: 4,908
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Registered: ‎24-02-2012

Re: No dial-tone, broadband very slow

Cheers @Okay Looks like they are waiting for the Openreach response, which they should have by Monday.

John