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SIM locked and Landline not working

Jo23
Newbie
Posts: 3
Registered: ‎19-10-2021

SIM locked and Landline not working

Sorry, first time on here, so forgive me if this sounds idiotic!

my Plusnet SIM is locked (probably operator error, but even so..)  so I tried to use my landline (also Plusnet) to call to find out what I need to do to unlock it BUT the display on the handset is saying ‘check phone line’.  I tried to set up a twitter account to contact Plusnet but need the mobile for them to send an activation number to; ditto the PLusnet app.  So at the moment no mobile, no landline (broadband seems to be fine) and no way of contacting PLusnet other than through this community.  PLEASE, if someone from PLusnet is looking at the community posts can someone get in touch with me.  PLEASE PLEASE PLEASE.  Thank you

4 REPLIES 4
Gandalf
Community Gaffer
Community Gaffer
Posts: 26,599
Thanks: 10,350
Fixes: 1,603
Registered: ‎21-04-2017

Re: SIM locked and Landline not working

Thanks for your post @Jo23 and welcome to our Community Forums.

I'm sorry to see you're having issues with your home phone and mobile.

Line tests are showing a potential issue at the exchange, so I've raised this to our suppliers for further investigation and we've been given an estimated response time of by 21/10/21 17:00:00 for an engineer to have a closer look. 

In the meantime, can you confirm your phone's plugged into your master telephone socket and if possible have you tried another handset? Preferably one of a different set if you're using cordless phones or a corded handset. 

Regarding your mobile, as far as I'm aware we don't lock our SIMs. Are you getting any particular error? 

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
Jo23
Newbie
Posts: 3
Registered: ‎19-10-2021

Re: SIM locked and Landline not working

Thank you SO SO SO a much for getting back to me.

 
Yes, all connections checked and are fine but unfortunately it’s the only landline handset I have so can’t check it with another.
 
In terms of the mobile, I’m sure it’s something I’ve done, but I logged in to my account online to get the PUK code and it’s not recognising it.
 
Jo23
Newbie
Posts: 3
Registered: ‎19-10-2021

Re: SIM locked and Landline not working

Sorry, told you it was my first time on here….. this what it’s saying7F2603E8-DD83-4BF6-B967-A4C2F9A27E0E.jpeg

Gandalf
Community Gaffer
Community Gaffer
Posts: 26,599
Thanks: 10,350
Fixes: 1,603
Registered: ‎21-04-2017

Re: SIM locked and Landline not working

Thanks for getting back to me @Jo23 

No problem, could you drop me a private message by going Here with the following details, so I can take a closer look?

+Your mobile number

+Your full name

+Your full address

+Are you the account holder?

+Your date of birth

+Last 2 digits of your bank account number

+Last 2 digits of your bank sort code

 

^This will pass our data protection checks for your mobile. 

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet