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Phone line not working and broadband keeps dropping out

DanniT
Interested
Posts: 2
Registered: ‎27-04-2020

Phone line not working and broadband keeps dropping out

Hi all,

Ever since I plugged in my home phone line in (last week) I have noticed static noise on my phone line, and it's now a constant loud crackling that is occasionally so bad it's almost unusable as a telephone. I can't hear the other person and they are getting poor sound quality from me. 

 

I am also having fibre broadband problems - speed dipping to about 2-5 MB/s (was always over 25 MB/s before) and also random disconnects every hour or so. I can't access software like Zoom in the evenings as I drop out all the time. I am a teacher working form home at the moment so i really need the internet to teach!

 

Thanks

 

4 REPLIES 4
Buttercup
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 122
Fixes: 5
Registered: ‎08-04-2020

Re: Phone line not working and broadband keeps dropping out

Hi @DanniT, I am so sorry to hear about the issues you are having with both your phone line and your broadband.

 

I tested both lines, and it shows that there is an issue occurring close to or inside your property. I am more than happy to get an engineer booked to look into this for you but could I please ask first that you follow our troubleshooting guide here: https://www.plus.net/help/broadband/connection-troubleshooting/.

 

Once these steps have been completed, if you do not see any improvement please do let me know and I will send you the information that I need to request an engineer for you.

 Jess Moore
 Plusnet Help Team
DanniT
Interested
Posts: 2
Registered: ‎27-04-2020

Re: Phone line not working and broadband keeps dropping out

Hi Jess

 

Thank you for getting back to me. I have tried the troubleshooting tips and it doesn't seem to make any difference. 

 

Please could you book an engineer? I am a teacher working from home due to Covid so I really need the internet right now!

 

Thanks again 

Buttercup
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 122
Fixes: 5
Registered: ‎08-04-2020

Re: Phone line not working and broadband keeps dropping out

Thanks for letting me know @DanniT, I've raised a support ticket on your account regarding this here.

 

Once you have had a chance to review the ticket and reply please let me know that I can follow up with an appointment for you.

 Jess Moore
 Plusnet Help Team
PJames
Newbie
Posts: 4
Thanks: 1
Registered: ‎22-04-2020

Re: Phone line not working and broadband keeps dropping out

Hi Buttercup.

I posted a similar problem last week about my noisy phone line causing slow speeds and disconnections 

- but unfortunately haven't heard anything back about it yet. 😞

 

It's causing me problems using VPN when trying to work from home. (I'm doing IT support for a chain of pharmacies)

 

https://community.plus.net/t5/Home-Phone/Noisy-phone-line-causing-slow-broadband-fibre-speeds-discon...

 

Please could you raise a fault with Openreach for me? 

Many Thanks.