Order stuck on activating line 3 weeks later

[#1]

Looks like that may be the underlying problem.

Line tests still aren't picking up on a line fault but it's obvious there is one as your router isn't in sync to the line but our tests show your broadband connection is in sync.

If you can reply to this ticket here we can arrange an engineer visit to further investigate.

Drop us a reply back here once you've updated the ticket and I'll take a look.

[#2]

I have replied to that ticket, thank you.

[#3]

Is this now resolved?

Line tests still aren't picking up on a line fault but it's obvious there is one as your router isn't in sync to the line but our tests show your broadband connection is in sync.

Has all the hall marks of a crossed line - a BT engineer (or sub contractor) incorrectly connected the copper pair to the green cabinet.

When this is working, check your line by dialling 17070 and confirm that you have the right phone number.

Ask Plusnet to reset your billing start date to the date that the line was connected properly.

Check your current phone calls billing to ensure that you do not get charges for calls made whilst the line was crossed.

[#4]

Nope still not resolved, was given a few options for an engineer visit, but then a different member of the support staff let me know that the one I'd chosen was no longer available. Still waiting for them to get back to me on possible new times for a visit.

The last guy on my support ticket seemed to suggest that it was fixable on my end although he wasn't clear on how.
I'm becoming a bit frustrated to tell the truth. Always been with virgin internet, never had any problems like this, shame they don't cover the area I've moved to 🙁.

[#5]

@MatthewWheeler - can you assist please?

[#6]

Sorry to hear about the issues you've had.

I have just tried to call you to discuss this but I wasn't able to get through.

If you can update the ticket we'll get this picked up straight away

[#7]

Thank you, I have replied to the ticket, couldn't answer the phone, been really busy at work today. I can phone back when I take a break if that's still needed though.

[#8]

Thanks for updating it.

I'll get the appointment booked and the ticket updated shortly.

[#9]

Thank you, is there any way you can leave a message for the engineer for me? Because I live in accomodation above a pub I don't have a doorbell so they'll either have to ring my mobile when they're there or speak to a member of staff (pub opens at 9).

[#10]

We've passed that information on to them