We've found a potential problem on your telephone line
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We've found a potential problem on your telephone line
14-11-2020 12:40 AM
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Hi, I placed an order with Plusnet on the 28th October for internet and phone line. I've checked my account and so far it has been stuck on "processing your order".
On further inspection it appears that a fault has been found on my line which is preventing my order from progressing. Is it possible to have an update on my order please
Re: We've found a potential problem on your telephone line
16-11-2020 4:41 PM - edited 16-11-2020 4:44 PM
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Apparently my internet connection was transfered over to Plusnet on 5 days ago. I havent recieved a router yet and my account states there is a problem with my line. How do I raise a ticket for this as I seem to of been forgotten about?
Also does anyone know when the "online chat" is operational for Plusnet? Every time I try the website says it's offline and to post onTwitter instead (I dont use Twitter)
Re: We've found a potential problem on your telephone line
16-11-2020 8:30 PM
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Live chat was discontinued a while ago I believe. It may quicker to call 0800 432 0200 to investigate what went wrong with your order
Re: We've found a potential problem on your telephone line
17-11-2020 1:12 PM
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Thanks for your post @patpreece10
I'm really sorry for the issues with your order. Having checked this I can see the activation of our services failed due to a supplier system issue. I've now replaced the order for an engineer to go out and reconnect things up.
We'll confirm the activation date within the next 24-48 hours. You should receive your new router within the next few days before you go live. Again please accept my sincere apologies for the downtime with your switch-over.
Re: We've found a potential problem on your telephone line
17-11-2020 2:09 PM - edited 17-11-2020 2:10 PM
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thanks for your reply.
I've been without services for 6 days now already. Can you give me an approximate time for when I can expect to be online again?
Re: We've found a potential problem on your telephone line
17-11-2020 2:12 PM
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Thanks for getting back to us @patpreece10
It should be around 7 working days depending on engineer availability, but we'll confirm this shortly
Re: We've found a potential problem on your telephone line
17-11-2020 3:57 PM
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Over 2 weeks without internet in total then. Not the smoothest migration I've experienced.
Re: We've found a potential problem on your telephone line
17-11-2020 3:59 PM
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Thanks for getting back to us @patpreece10
Again I'm sorry for the experience you've had. We'll make sure you're back up and running as soon as we can.
Re: We've found a potential problem on your telephone line
17-11-2020 7:56 PM - edited 17-11-2020 8:03 PM
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hello, I've now been told that an engineer will visit my property but not until the 27th November. I've also been informed that my home phone number which I've had since 1972 is going to be changed which I expressly DID NOT WANT. Please ensure my phone number stays the same.
If this is not possible please cancel my order ASAP. The ineptitude of Plusnet is astounding.
Re: We've found a potential problem on your telephone line
18-11-2020 9:18 AM
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Thanks for getting back to us @patpreece10
From what I can see your landline number's currently in a quarantine period before being released back to the BT network in an available state, because the number was previously on a different network and is now ceased. Once your services are reconnected we should be able to renumber your line back.
Alternatively if you'd like to cancel your order you'll need to call us on 0800 013 2632.
Re: We've found a potential problem on your telephone line
18-11-2020 11:40 AM
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Re: We've found a potential problem on your telephone line
18-11-2020 11:45 AM
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You'll have a temporary number to start off with but we'll try our best to change your number back after.
As with any renumber requests we can't provide a 100% guarantee but I don't foresee any issues.
Re: We've found a potential problem on your telephone line
27-11-2020 2:25 PM
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Hello, the engineer came to visit today. Can you please now re-instate my original landline number please.
Re: We've found a potential problem on your telephone line
27-11-2020 5:24 PM
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Thanks for getting back to us @patpreece10
I've put that through now and you should have your number back on 30/11/20
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