Can i get a line test

[#1]

Being having issues now for for a few weeks.
I'm getting between 4mb and 10mb, should be getting about 80mb.
I've restarted the router a few times, does no good. I've texted the help number but it says it can't find my account associated with my phone number

Thanks

[#2]

@Simpletv From what you have posted, I'm guessing you are on a SOGEA (no phone) FTTC connection - not Full Fibre, and unfortunately, the system is currently unable, in most cases, to associate accounts.

You clearly do have an issue, and the only way to resolve it is to  call Customer Support on 0330 123 9123 tomorrow after 0800.

[#3]

I'm working moat days 12hra 8 till 8 at the moment so I'm finding it difficult to get on the phone to them.

Yeah, the line doesn't have a phone connection

[#4]

In that case, I understand your problem. However, calling in is the only way to resolve this, I'm afraid.

[#5]

@Simpletv 

If you log in to your PN account then (under My Details I think) you should find your BBEU number. I believe this can be used to run line tests.

Brian

[#6]

Thanks got that number but where do I use it?

[#7]

Good question, @Simpletv - unless the option of using it is on the bot menu, it is rather useless. I would be interested to know if such an option exists, as it would help to be able to recommend it.

[#8]

It doesn't work on the bot phone number.

I've tried it with help and fault. Doesn't work

[#9]

Didn't think it would, TBH, but as that is unique to each connection, it should really be in place of the phone number. I'm quite amazed the system wasn't designed around that.

[#10]

@Simpletv 

I donl know if you need to log in first but if you go to the PN Help & Support page, choose Broadband and then Report a Problem.

Run the BT Wholesale Test and then choose Advanced Diagnostics. You can use the BBEU there.

Brian

[#11]

But, @bmc , that will still not report a fault to PN.

[#12]

Thanks.

I click report a problem it's telling to send the texted message.

Don't see anything about bt test

[#13]

Moderators Note

This topic has been moved from Full Fibre To  Broadband 

[#14]

As I said earlier, until PN enable the use of the BBEU number in place of the phone number in the bot, your only option realistically, is to call in.

[#15]

@Simpletv  @jab1 

I just ran the Additional Diagnostics report out of curosity.

While I agree it doesn't provide a method for fault reporting if it does identify a problem you can download a report. This gives you information to use when speaking to support or, if a screen image is posted on here (hiding details), then advice can be offered.

Brian