X(formerly known as)

[#1]

My landline has gone down,but why should I have to join X ( formerly) whatever to report a problem? My mobile is a pay as you go so I am not prepared to sit for 20 minutes listening to music. Plusnet need to have a direct email address to report problems.

[#2]

@willie135 Now you have reported this on here, hopefully one of the Help Team will pick it up - or you could report it via:

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

The above assumes you still have 'normal' landline connection - if you have a SOGEA (internet only) one the only option is to call Plusnet - 0330 123 9123

[#3]

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@willie135 wrote:

... My mobile is a pay as you go so I am not prepared to sit for 20 minutes listening to music.

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@willie135 

Try calling 0800 432 0200 then you can listen to the music without having to pay!  

[#4]

Hi @willie135,

Just tried to ring you on the Landline and the mobile to see if I could get through and confirm everything is working now.

We have had a report from our suppliers to say the issue appears to be clear, can you confirm this please?

You should also get a call from our support staff working in the customer assist team who will also check in to confirm all is working.

If the phone still appears to be down, please do let us know so we can reject the clear and progress the fault further.

Thanks, Lex