Hi - Thanks for the reply.
She has not had internet for nearly a week - so could not run a line test even if she knew how to - and had to borrow a phone to try testing the line - i.e. by plugging it into the master socket, and found there was no dial tone. She had tried innumerable times to get though to the helpline, but was unable to do so. She was getting quite distressed as she was by then running out of mobile phone credit too, and asked for my help. With the current situation in force we are not able to go to her house and try to check things out, and she is not able to go to a neighbours to use their internet connection. She was in any case unaware of her plusnet account. I tried to access her Plusnet account in order to report the fault, but was unable to - she was not sure she had remembered the password correctly. Several attempts I made to ring the helpline were also unsucessful.
She finally managed to get through to the help line yesterday afternoon, and report the line fault, but was quite upset as she felt they were rather dismissive of the problems she had been having, especially as they were apparently able to access her Plusnet account, using the password as she remembered it, although I have tried it again since and still cannot get access. So how we are supposed to track the progress of the fault I am not sure. We obviously have to wait for the line fault to be checked/fixed - and take it from there.
