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How are we supposed to get help?

badwhippet
Dabbler
Posts: 10
Registered: ‎05-11-2021

How are we supposed to get help?

I've been without an operational landline for two days now (can't make or receive calls due to 'line in use').  I've sent texts (no call back to my mobile), left messages on X, no replies.

In the last month I've had to use 999 twice due to heart emergencies and I'm worried (I have no mobile signal indoors where I live).

What does it take to PLEASE get help?!

 

14 REPLIES 14
jab1
Legend
Posts: 18,897
Thanks: 6,192
Fixes: 283
Registered: ‎24-02-2012

Re: How are we supposed to get help?

@badwhippet Report a fault using: https://www.plus.net/help/report-a-problem/ - this should initiate some automatic testing, and advise PN if an engineer visit is required.

John
badwhippet
Dabbler
Posts: 10
Registered: ‎05-11-2021

Re: How are we supposed to get help?

Thanks - I already did, but it defaulted to my mother's line (which I also pay for), so I sent the response ADVISOR as instructed, but nothing.

jab1
Legend
Posts: 18,897
Thanks: 6,192
Fixes: 283
Registered: ‎24-02-2012

Re: How are we supposed to get help?

Sorry the system appears borked - @MisterW  - any chance of poking a staffer, as this user is obviously a 'vulnerable person'?

John
bmc
Hero
Posts: 3,841
Thanks: 1,359
Fixes: 60
Registered: ‎28-02-2017

Re: How are we supposed to get help?

@badwhippet 

Sorry can't help with the immediate problem but if you have health problems are you registered with PlusNet as a "vunerable person".

 

Also, with the lack of a mobile signal you're going to have to start thinking soon about VOIP to replace your landline. The PSTN is scheduled to shut down at the end of December 2025.

 

Brian

MisterW
Superuser
Superuser
Posts: 16,130
Thanks: 6,132
Fixes: 442
Registered: ‎30-07-2007

Re: How are we supposed to get help?

any chance of poking a staffer, as this user is obviously a 'vulnerable person'?

I've escalated.

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.

badwhippet
Dabbler
Posts: 10
Registered: ‎05-11-2021

Re: How are we supposed to get help?

Thank you so much for the help.
badwhippet
Dabbler
Posts: 10
Registered: ‎05-11-2021

Re: How are we supposed to get help?

I never considering doing that. I now shall - thank you.
willcutforth
Plusnet Help Team
Plusnet Help Team
Posts: 1,708
Thanks: 644
Fixes: 112
Registered: ‎27-11-2020

Re: How are we supposed to get help?

@badwhippet I am so sorry about the issues and not being able to report it. I have tested the line a good few times and it is coming back with a loop. We will need to get an engineer out with you being vulnerable and if you get back to me within the next hour I can get somebody out for the morning for you. 

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team
bmc
Hero
Posts: 3,841
Thanks: 1,359
Fixes: 60
Registered: ‎28-02-2017

Re: How are we supposed to get help?

@willcutforth 

Is there any word on the BOT being upgraded to work on the BBEU number?

 

If not then there's going an upsurge in people who can't report faults duee to SOGEA and FTTP.

 

Brian

willcutforth
Plusnet Help Team
Plusnet Help Team
Posts: 1,708
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Registered: ‎27-11-2020

Re: How are we supposed to get help?

@bmc we've fed it back as we get so many people saying when they are on SOGEA and FTTP they can't seem to use the BOT. It is supposed to pick up on the mobile number but that's not always helpful if they text on a different number or don't have the number registered.

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team
Baldrick1
Moderator
Moderator
Posts: 12,315
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Registered: ‎30-06-2016

Re: How are we supposed to get help?

@willcutforth 

I wonder if it’s just me that’s being thick?

It never entered my head that the bot would pick up on any phone number registered to the account. Is this true for both SOGEA and FTTP? Does it trigger the auto testing?

Should this not be explained on the report a fault page?

Moderator and Customer
If this helped - select the Thumb
If it fixed it,  help others - select 'This Fixed My Problem'

badwhippet
Dabbler
Posts: 10
Registered: ‎05-11-2021

Re: How are we supposed to get help?

Hello - thank you - I'm so sorry for the lateness.  I had to head out for the night.  

I'd really appreciate an engineer being sent - whenever it can be arranged.  And thank you everyone for all the help - I really appreciate it!

badwhippet
Dabbler
Posts: 10
Registered: ‎05-11-2021

Re: How are we supposed to get help?

@willcutforth Just to add - I think MY problem is my mobile is registered on two different Plusnet accounts.  It defaulted to my mother's landline account instead of mine (she's elderly so I pay for and look after the account).  But the ADVISOR texting (instructed in the message) didn't work (well, I got a text auto-reply but no-one ever called).

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 9,062
Thanks: 1,639
Fixes: 495
Registered: ‎01-01-2012

Re: How are we supposed to get help?

Thanks for confirming @badwhippet 

I've booked in the soonest available slot and sent you a text/e-mail confirming this

After the 3rd of November I will have a limited presence here as I have moved to a new role
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team