Fault Process

New service less than a month old (previously with Sky) Connection is mainly underground, passes through just one cabinet, previous history of 15 Openreach visits and 10 months of intermittent landline and broadband. But for the past 15 months the voice and broadband connection has been reliable.

You ring Plusnet, there is no dial tone on the the line, your broadband is intermittent.

They get you to remove the NTE5 faceplate and plug the phone (and another one) into the test socket and then the router using a microfilter supplied by them. They perform a series of tests while you are placed on hold with their beyond dreadful muzak.

There is still no dial tone and the broadband is intermittent . They then say there is a fault.and it will be passed to their 'specialists'

Do they

a) insist on sending you a new broadband router and do absolutely nothing about the voice fault and put interleaving on the broadband, you then ring four days later and they deny any knowledge of a voice fault, then read the £65 'call out charge for openreach' script and book you an openreach visit 8 days after the original fault


b) pass on the fault, which even our cat knows is almost certainly a one leg fault in the cabinet, doing this in a timely manner and the fault is fixed within 48 hours.

Edited by M100 (Sat 02-Jun-18 15:21:14)

Perhaps you should let your cat speak to Plusnet.

Theading on its tail is certainly easier on the ears than the tripe they play back to those stuck in the the queue

You can bypass your cat by visiting faults.plus.net

If your connection speed on the broadband has dropped dramatically, then the problem is one wire of the pair has become disconnected. Just report that there is no phone service and fixing that will cure it.

I suggest you also reply to yourself in General chatter, pointing people to this thread because this already had answers. Cross-posting like you did is (a) very bad form because it wastes people's time if they don't realise, and (b) because of that there is a rule you signed up to.

Cross Posting

We do not allow 'cross posting' where a user posts the same text in more than one forum. This wastes resources as forum users have to read posts twice. It is possible for a post to be relevant to more than one forum, but you should only post it in another if you have no success in the first.

Thanks for deleting the other .

In reply to a post by RobertoS:

If your connection speed on the broadband has dropped dramatically, then the problem is one wire of the pair has become disconnected. Just report that there is no phone service and fixing that will cure it.

indeed. Log a voice fault and get that fixed then let DLM settle and see where you are.

In addition to the other suggestions run the BT Wholesale Performance test at

http://www.speedtest.btwholesale.com/

it is a bit of a trial to get it to work, involving cable connections and changing the id in the Router for the period of the test.

The results get sent to Openreach and can sometimes flag up a fault for openReach to fix without any further intervention. If your results are OK by OR standards it is a quick check.

Ah. I forgot that important point. A certain poster whose nick starts with Z might reprimand me.

Although reporting a voice fault will fix the immediate problem the DLM could take months to auto-fix, and may never do.

A broadband fault needs to be reported to Openreach by Plusnet, because the engineer who then fixes it should immediately request a DLM reset before closing off the job.

Ignore my earlier post about reporting a voice fault. See my post to bsdnazz timed immediately before this one. You need to report a broadband fault, and make sure that�s what Plusnet report to OR.

Edited by RobertoS (Sun 03-Jun-18 11:00:23)