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Telephone not working and Broadband slow

greengrass
Grafter
Posts: 80
Thanks: 6
Registered: ‎24-02-2016

Telephone not working and Broadband slow

Hello,

 

I had a few problems last week with BB, no access to online services and sites but that fault seems to have been fixed.

 

 I have been getting about 6mbps internet speed but since this morning it is noticeably slower at 1.8mbps.

I have turned the BT Homehub off and on again a few times this morning and reset it once but still have the same slow BB speed.

 

I just picked up the telephone and there is no tone.

So I took the faceplate off the main BT socket and plugged the phone in there and there is still no tone.

I also tried another telephone but have the same problem.

 

I have not seen any faults listed on this website.

 

Any help would be appreciated.

 

 

7 REPLIES 7
Chris
Legend
Posts: 17,724
Thanks: 599
Fixes: 169
Registered: ‎05-04-2007

Re: Telephone not working and Broadband slow

Testing your phone line is showing:

Test Result: Fail - Fault located between DP and customer apparatus (no appointment required)
Description: FAULT - Dis one leg in Network

 

So it's detecting a fault external to you. I'll get that reported through, it's most likely that the phone problems are causing the broadband slowdown too.

 

 

Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
greengrass
Grafter
Posts: 80
Thanks: 6
Registered: ‎24-02-2016

Re: Telephone not working and Broadband slow

Thanks for your quick reply Chris, I appreciate it.

 

What is "DP"?

I am worried that my internet will fail completely, I am lost without it.

If I need to call support at some point and the landline is still now working can I use my mobile without being charged?

I Googled it and it says something about an "03" number, could I have the number please?

I do not have any inclusive minutes as I am with EE PAYG.

 

 

Chris
Legend
Posts: 17,724
Thanks: 599
Fixes: 169
Registered: ‎05-04-2007

Re: Telephone not working and Broadband slow

DP is the distribution point, the fault has been detected external to your premises.

 

If you do need to call support, 0800 numbers are free from mobiles since last July.

Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
greengrass
Grafter
Posts: 80
Thanks: 6
Registered: ‎24-02-2016

Re: Telephone not working and Broadband slow

OK, thank-you.

 

I will keep the microfilter and phone and BB plugged into the test socket.

greengrass
Grafter
Posts: 80
Thanks: 6
Registered: ‎24-02-2016

Re: Telephone not working and Broadband slow

I received an e-mail saying,

"This question is now on hold until Thursday 28th July at 7a.m"

Does that mean the fault definitely wont be looked at until then?

Chris
Legend
Posts: 17,724
Thanks: 599
Fixes: 169
Registered: ‎05-04-2007

Re: Telephone not working and Broadband slow

As it stands there's nothing further for us (Plusnet) to look at on this fault until we get the report back from Openreach. Their estimated response for your fault is up until midnight on the 27th, so we put the ticket on hold our side until the morning after.

Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
greengrass
Grafter
Posts: 80
Thanks: 6
Registered: ‎24-02-2016

Re: Telephone not working and Broadband slow

Oh I see. Now I understand what was meant.

 

 

I just picked the telephone up and now have a dialing tone and the internet speed is back up to 6mpbs, long may it last.

 

Thanks for your help Chris.