PN need Openreach to resolve fault. Who calls?

[#1]

BB failed on Wed (connects but virtually no traffic) & text fault reporting worked fine. Engineer arrived today & confirmed fault is outside house. Tried to get Openreach appt but I wasn't home & BT (landline is BT) wouldn't talk to OH as her name isn't on account.
Engineer said to her that I need to call BT. Does that sound right?
Also, if BT only provide landline, why am I talking to them about BB?
Simon.

[#2]

@SimonC If the fault is on your Broadband circuit (i.e. the phone is totally silent when your run the 17070, option 2 test), then if the ebgineer for some strange reason didn't resolve the fault, you need to contact PN customer services - by phone, not the bot - and ask them to rebook an OR appointment.

[#3]

@SimonC  is the phone line working? Are able to make and receive calls? If so is the line quiet?

If you dial 17070 option 2 does it report the correct number and is the line quiet? - If not to any of those call BT and report a phone problem - when fixed your broadband will get better.

If the phone and those tests are fine, then call PN again.

This is one of the hassles of not having your phone and broadband with the same supplier.

[#4]

Just to add: irrespective of whether it is a voice or BB circuit issue, it is up to OpenReach to resolve it, so why the original engineer didn't is a mystery!

[#5]

@SimonC 

Am I reading this right, that is, your phone is with BT and Internet with Plusnet?

If so, if both your phone and Internet are off you need to contact BT. If the phone is working then contact Plusnet.

Split services are bad news, about to get much worse as BT transfer their phone customers to VoIP.

[#6]

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@jab1 wrote:
so why the original engineer didn't is a mystery!

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Not really a mystery, it is all to do with skills - a broadband engineer may not have the right skills to go up poles or underground, or a heap of other H&S related stuff.

But for broadband to work, it needs a good quality copper pair to the cabinet/exchange, hence phone first then when that is good sort out the data.

Gone are the days when BT Field peeps could all do a bit of everything.

[#7]

@Mustrum I have no desire to derail this topic - in case the OP comes back - but my experience of OR engineers is that the vast majority are multi-skilled, and those I have had are capable of locating and fixing an issue, even if it turns out not to be as originally thought.

The original post still sounds strange, to me, even after multiple re-reads.

[#8]

Sorry, watching the footie (although, spoiler-alert, don't know why).
To confirm, phone line works fine. Why BT phone & PN BB you ask? Mainly inertia & when I thought about changing PN had stopped offering landlines. (They actually offered me a "great deal" last year w/o saying I'd lose my landline!).

[#9]

He was from Qube (who they?) although wearing an EE lanyard with his ID.

[#10]

@jab1 Unfamiliar with this but tried it. Just got "Quiet line test" repeated by bot. What would you expect?

[#11]

@SimonC   Ah Qube - now the issue is more clear. 

They are employed by BT Consumer (Retail/EE/PN) to try and diagnose problems internally in peoples property - then have little training on anything else, but this one did you no favours. Ignore his "advice", go back to PN

or share in mire detail what the issue is on here. - Or both.

[#12]

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@SimonC wrote:
@jab1 Unfamiliar with this but tried it. Just got "Quiet line test" repeated by bot. What would you expect?

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It's not a 'bot', it is the OpenReach line-test facility. During that time, between the 'Quiet Line Test' announcements, your line should have been totally silent - any noise at all, and you report a phone fault to BT, as your landline provider.

I am in total agreement with @Mustrum  - in fact,from what I have seen reported when these Qube engineers have been deployed, I wonder why they bother.

[#13]

TLDR: I screwed up & PN didn't notice.
Problem finally resolved once I found the right person on helpdesk (can I give a named shout-out on here?).
Think I mentioned I was inadvertently offered a sogea deal before Christmas which I cancelled when I realised it meant losing landline number (not explained by sales rep). New router was already in post so I kept it.
Last month I moved my mum to residential home & from BT to PN sogea (I'm a contact on her account so my mobile number is linked to two accounts). I visited her just before connection & to assist (haha!) took my unused router so I could pre-connect all her devices to the new WiFi ssid & pwd. What I didn't know, was that the router serial no. was linked to my account before it was sent out.
Since reporting fault 10 days ago, I've had Qube visit, long phone calls, numerous tests, two helpdesk techs both of whom promised to ring me back & didn't (big black mark PN), and 10 days of [-Censored-] connection.
Finally yesterday a new tech spotted in 2 mins that there were two routers both accessing my account username. Took most of an hour on phone to re-assign the router Mum's using to her account & unscramble my mistake but now we're all good.
Posted this as a warning to anyone else - routers are not interchangeable between accounts!
S.