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No phone or internet

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Dabbler
Posts: 19
Thanks: 1
Fixes: 1
Registered: ‎19-01-2016

No phone or internet

My cousin has Plusnet phone and broadband.

She cant phone out, and she cant get phone calls in.

When she trys to phone out she gets 'line cord error' message on her handset.

I took my phone complete with line out and my filter, which i know works at my house and tried it in her socket.

I get the same 'line cord error.message.

So its not her phone or filter at fault, as mine does the same.

Also her broadband went off at the same time.

On her modem, the 'Broadband and Wi-Fi lights are flashing very fast and all the time.

Can any Staff advise please.

Cheers

 

 

14 REPLIES 14
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Plusnet Help Team
Plusnet Help Team
Posts: 15,100
Thanks: 431
Fixes: 123
Registered: ‎27-04-2007

Re: No phone or internet

Hi Wufer, 

 

It sounds like there may be a fault with the service or some issue that means handsets aren't picking up a dial tone. 

 

 

I'd try following the checks here next: https://goo.gl/hcHRDv also feel free to send me a private message with your cousin's username or landline number so I can investigate from our side. 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
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Dabbler
Posts: 19
Thanks: 1
Fixes: 1
Registered: ‎19-01-2016

Re: No phone or internet

My cousin has been without internet, and phone for 9 days now.

7 days since I  reported it to Plusnet.

Nothing positive heard yet

Any progress on the matter Adam.

Cheers.

wufer.

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Plusnet Help Team
Plusnet Help Team
Posts: 15,100
Thanks: 431
Fixes: 123
Registered: ‎27-04-2007

Re: No phone or internet

Hi there, 

 

I've just chased things up with this and have added an update to the account:

 

https://www.plus.net/wizard/?p=view_question&id=177102887

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
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Dabbler
Posts: 19
Thanks: 1
Fixes: 1
Registered: ‎19-01-2016

Re: No phone or internet

Adam.

Thank you.

Just one thing.

My cousin might be out if the engineer needs to enter her house.

Is there any way to let me know before hand the time he needs to enter.

I can go up and wait in her house till the engineer comes.

Cheers.

wufer

 

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Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,915
Fixes: 75
Registered: ‎11-01-2018

Re: No phone or internet

Hi Wufer,

 

Thanks for getting back in touch.

 

The engineer is actually attending the job today so we wouldn't be able to provide any further contact details at this stage I'm afraid.

 

If the engineer does need access to the property, any person over the age of 18 can be present, so feel free to "swap over" if your cousin needs to go out for a while.

 

Let us know how things go.

 

Best wishes,

 

Dave

 

 

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Dabbler
Posts: 19
Thanks: 1
Fixes: 1
Registered: ‎19-01-2016

Re: No phone or internet

Will do Dave.

 

Cheers.

wufer

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Dabbler
Posts: 19
Thanks: 1
Fixes: 1
Registered: ‎19-01-2016

Re: No phone or internet

Hello Dave.

just an update. 

Its 20.00 hrs and still nothing. 

So I would think Openreach  have finished for the day.

Is there any way you can tell me   before 10.00 tomorrow Wed' if thy will be working on it.

My cousin wants to go out so I will have to stand in at her place.

Its no good me going to her place if there not working on it.

And as you will appreciate when i get to her place i will have no internet to sort things out

 

Cheers.

wufer

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Plusnet Help Team
Plusnet Help Team
Posts: 17,529
Thanks: 5,459
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Registered: ‎21-04-2017

Re: No phone or internet

Hi wufer.

If you can PM me their username I'll be happy to check.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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Dabbler
Posts: 19
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Registered: ‎19-01-2016

Re: No phone or internet

PM sent

 

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Plusnet Help Team
Plusnet Help Team
Posts: 17,529
Thanks: 5,459
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Registered: ‎21-04-2017

Re: No phone or internet

Fix

Thanks wufer.

I've saved the username on our side so anyone of my team who responds to this thread will be able to see what it is.

From what I can see the fault report is in hand with Openreach and they expect an engineer to go out today.

Unfortunately we don't know whether this means the problem will be fixed today as it depends on what work is required.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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Dabbler
Posts: 19
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Registered: ‎19-01-2016

Re: No phone or internet

Thank you Gandalf.

We'll just have to wait and see!

Some one will be in the house all day if the engineer wants entry.

 

Cheers. 

wufer

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Plusnet Help Team
Plusnet Help Team
Posts: 17,529
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Registered: ‎21-04-2017

Re: No phone or internet

No problems wufer.

Fingers crossed it's fixed soon!

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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Dabbler
Posts: 19
Thanks: 1
Fixes: 1
Registered: ‎19-01-2016

Re: No phone or internet

Well it took then 10 days...but its fixed now.

When it all turned out, it was a wire in the box on top of the telegraph pole just outside the house that had come loose.

So now my cousin has her phone and internet back on.

Thank you all.

 

Cheers.

wufer

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Plusnet Help Team
Plusnet Help Team
Posts: 17,529
Thanks: 5,459
Fixes: 921
Registered: ‎21-04-2017

Re: No phone or internet

Hi wufer.

I'm really glad to hear the fault has been fixed. Thumbs_Up

Let us know if you or they need any further help.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team