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Can't get through by phone

smjg
Interested
Posts: 2
Thanks: 2
Registered: ‎31-03-2020

Can't get through by phone

I have just tried to phone the support line.  After selecting the options (including "For technical support, including if you need help setting something up, or if something isn't working, hit 3") I am just getting a recorded message "Unfortunately we are currently unable to take your call but we have lots of customer support available online.  Why not try our online forum?  It's available 24 hours a day where you can ask questions and find answers."

It doesn't make sense to be directing people whose Internet connection isn't working to the online forum.  Luckily it's intermittently working in my case, but if it were completely dead I would be practically stuck.  I worry that there must be people out there without a connection (among other possibilities) who are unable to get through to anybody.

At least it isn't making me wait an unspecified length of time in a queue like so many services.  But we need an answerphone or virtual queue system so that people can get through when they need to.

3 REPLIES 3
jimbojetset1106
Newbie
Posts: 4
Registered: ‎31-03-2020

Re: Can't get through by phone

I am having similar issues, on wifi full bars, but get not connection for 45 mins or more at a time.

surfingblue
Interested
Posts: 2
Registered: ‎31-03-2020

Re: Can't get through by phone

Same problem with trying to contact tech support about a faulty line,
Townman
Superuser
Superuser
Posts: 19,667
Thanks: 8,025
Fixes: 94
Registered: ‎22-08-2007

Re: Can't get through by phone

HI folks,

A warm welcome to the forums.

Yes the lines are busy at the moment, but the whole nation is working in "emergency" conditions.  If you want to seek help through the forums, it would be better to raise your queries on the right board rather than making a "me too" post here.  That does not help your, nor others to assist you.

You providing as much information as you can abut the self help checks you have done will speed up the process of helping you.  Following the initial checks and then opening YOUR OWN topics on either the ADSL of Fibre boards will give you a good start.

Broadband is not going to work well if the "phone" line is not working properly.

Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.

If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below.  From the Q&A list, choose the one which matches the problem, 'open' the 'section' and click the trouble-shooter link.  NB: If you receive a failure message (rather than a log-in prompt) then log-in to the user portal in a different browser tab and attempt to use the trouble-shooter again.


 Then follow the broadband fault checker below.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.