Can't report a landline problem

[#1]

I've been going around in circles on the member centre & here. I have no dial tone on my landline though the broadband seems ok. I cannot report the issue via text as I have no mobile signal at home. I cannot find any other way of reporting the situation or getting the fault checked out. It may be an exchange problem? but how am I to find out? 

(I'm one month from the end of my contract & just renewing as there is little choice available to me, sadly)

[#2]

@imorich 

Does your mobile provider support WiFi calling? If it does and you still have an internet connection then you should be able to get a text out.

Are you aware you'll be losing your landline in the near future (probably this year)?

Brian

[#3]

As mobile coverage is very patchy round here (I would have to go by car to get a signal), we only have old fashioned PAYG mobiles & no wifi calling. We know fibre is coming but in an area of power cuts (9 days for Arwen) where mobile masts also lose out, it's all a bit tenuous really. Thanks for the reply though.

[#4]

@imorich 

With extended power cuts you're in trouble anyway internet wise.

However, Full Fibre is better than FTTC in this respect as it comes from a Main Exchange which either won't be having the same power cut or will have serious back up power. Unless of course the fibre cable is overhead at any point and the poles come down!!

As such, backup power for the router would keep it going for a while. How long depends on the unit purchased and what usage you make of the WiFi during this period. Stand by will last longer than continuous WiFi usage.

Brian

[#5]

@imorich 

As you apparently still have broadband, I found this link in an old forum post which might work ?

https://www.plus.net/my-account/tools/phone-troubleshooter 

(you'll have to login with your Plusnet Member Centre username and password)

.

[#6]

@imorich 

Sorry, I just got confused. Full Fibre isn't available to you from what you say.

Brian

[#7]

That's a future problem, unfortunately, & we'll have to sort something out I know.

In the meantime, I've managed to raise a ticket via 'complaints' as I can't find another way!

Fingers crossed something is sorted before broadband (about 2 Mbps!!) goes as well......

[#8]

Thanks @outcast, but we did all that, so just waiting for something to come back on the ticket I set up.

[#9 · Accepted solution]

@imorich 

You've got a report in so hopefully that'll get your phone sorted.

When you're back up and running you could phone the PlusNet Customer Options Team on 0800 013 2632 to see what's available.

Are you aware you'll lose the phone service sometime in the near future - perhaps by the end of the year? As such, what service are you on for internet - ADSL or FTTC? If ADSL you may well be in the position that you have to change ISP's. There is an internet only product for ADSL (called SOADSL) but I believe PN don't offer this. Hence the suggestion of phoning COTS.

Brian

[#10]

My landline in Neath has been dead for 10 days. I don’t use mobile and Plusnet unhelpfully don’t now use email. Luckily I can access my account on the Internet to find out what is happening. They did not pass it to engineer until 2 days ago and now say it is a problem with the local telephone exchange. Absolutely fed up with the lack of progress. Has anyone else had this problem? Broadband is fine but all 3 phones have no dialling tone. 

[#11]

@LawrenceLogan You may not use a mobile, but you should know someone who does? Plusnet have never used email for this situation.

If it is 'a problem at the exchange', all they can do is pass the the fault to Openreach who will attempt to resolve it, but who do so at a pace they decide, and will most likely only inform PN when they consider they have resolved it.

[#12]

If it is a MSO major / multiple service outage BT tend not to provide updates on each impacted line. That leaves everyone (especially the ISP) in the dark.

It could be argued that far too much is dependent on having a mobile phone these days, but that is the future, especially if people want a voice service which does not need a working internet connection.

Note that the automatic compensation scheme only starts on notification of the issue to the communications provider.

[#13]

@LawrenceLogan Our phone line was out for a few days, then fixed by Openreach, then fixed properly by Openreach which meant it was out for a few days again.

I agree that Openreach work at their own pace & copper lines don't seem to be a priority. Going via the 'complaint' ticket route (twice) was a good experience with Plusnet & their man monitored the situation (same person both times) & phoned to confirm all ok when the line was back on.

Living in the back of beyond, & experiencing long power cuts at times, perhaps means we are more patient than many & the interruptions are not huge problems for us..........

At @bmc suggestion, I've spoken to the Customer Team & we are moving to FTTP ee broadband + landline shortly. This is via overhead lines so still risky, but the battery phone backup will last an hour!! No doubt in the near future I will be frustrated again, but I have to say all contact with ee help folks has been very good so far 🤞