my phone died but weirdly the broadband is still working.

[#1]

hi,

the title basically sums it up but to elaborate my broadband seems to still be working fine(although it does get a bit sluggish now and then) however the phone is completely dead, I can't make/receive calls at all and there is no dial tone either, we tried a different phone but that made no difference.

could someone please check our line?

thanks 

[#2]

@Smokey13 Report  a PHONE issue via the first of these links:

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

The above assumes you still have 'normal' landline connection - if you have a SOGEA (internet only) one, just use the second link to report a network issue.

You will probably find it fixes you broadband speed, too.

[#3]

Hi @Smokey13 

I'm sorry to hear your phone line isn't working.

After testing the line I've found a external issue which I've raised to Openreach

As soon as we know more we'll be in touch

[#4]

hi,

@jab1 there is no line noise/dial tone at all and can't dial out to try phoning that number.

@MatthewWheeler  thanks for testing the line so quickly, so there is a problem but at least the broadband is still working.

anyway, hope to hear from you soon

thanks

[#5]

Just to add, although it might appear bizarre that a dead phone line can still carry ADSL or VDSL, it's quite a common scenario. Often the broadband can continue to work reasonably well when one wire of the exchange pair is open circuit.

[#6]

Hey there @Smokey13 there isn't an update but one of our guys will pick it up today and chat with the suppliers. Sorry about this.

[#7]

ok, thanks for letting me know, I would have responded sooner but when I went to post the internet died (I'ts now intermittent unfortunately).

do you have any idea when I might hear something?

[#8]

Hi @Smokey13  this has been confirmed by the Suppliers has been resolved. Can you confirm that the phone line is now working please?

[#9]

hi, the phone is now working and the broadband isn't intermittent anymore so it seems to be fixed.

thanks 

[#10]

hi again, is the problem fixed?, because whilst the phone is still working the broadband just died for a min and then came back on again.

[#11]

Hi @Smokey13 we've had an update through to say it should be fixed now. I'd keep an eye on it over the next day or two so do shout up if there's any more issues but hopefully that's done the trick. 

[#12]

ok, thanks, just wanted to make sure it's fixed, I'll let you know if something goes wrong again although fingers crossed it doesn't.