Urgent help for vulnerable user please

[#1]

My elderly mother's landline has suddenly stopped working. She is 87, partially -sighted and reliant on the landline.

Someone has carried out the suggested checks, plugged in a corded, but the line is dead. The line rings on my phone but does NOT ring in her house and she can't make outgoing calls. Broadband is ok.

I've tried reporting via text, but the robot is ignoring me- it's been over 5 hours now. Don't know if it's because MY mobile number is not registered on her account.

I'm having to sort this remotely as she lives in another town. She's quite unable to deal with this herself.
I really need help quickly as she is alone and vulnerable in an emergency!
Thank you.

[#2]

Unfortunately the forums are not routinely monitored by Plusnet staff so aren't much use in cases like this - you're probably best to phone in.

Is your mother registered as a vulnerable person with Plusnet? Are you registered as someone that can deal with her account? (you should be able to register a phone fault even if not). 

[#3]

@Twonicemice 

Are you registered with PN as a designated person for your mother's account. If you are phone them - a staff member may pick up this thread in due course but there are no guarentees.

If not registered try phoning anyway and ask for a phone check to be completed. Also, next time you visit get yourself registered. I believe the account houlder has to make the request but you should be present to help with the process.

Brian

[#4]

Thank you.
Does anyone have a direct number that will get me through to a person? I eventually found a number and when I got through the recorded voice told me to send a text!!🤦🏼

[#5]

The general number is 0800 432 0200 or 0330 123 9123. This is not the specific phone faults number but should get you to a human being although you might need to persist in explaining what you need and why as you are not the account holder.

[#6]

Thank you. I'll give it a go and let you know how I get on.
I'm pretty sure I'm on the account somewhere.

[#7]

@Twonicemice 

If you log in to the account and select the Manage Account tab you can check/add authorised users.

[#8 · Accepted solution]

Thank you everyone.❤️
I have managed to speak to a real live person and the matter will hopefully be resolved in the next few days. 😊