I reckon it is a simple exchange fault …. possibly complicated by routing records for the line being incorrect.

I think the Broadband issue is down to a wrongly entered password that originally started when she couldn't access the PlusNet Website.So the password was changed to one of the most obvious passwords with the help of PN support (that I've now changed, so it's got at least some security). However i had forgotten that the Password used to access the PN website is the same that is used for Plusnet internet access. So the Modem/Router Access password needs updating.

She said the first time she spoke to someone at PN Support that they said the line read as okay (I should imagine it might do with the tools available) and that the guy went off to check with someone else.
I guess this would likely be sorted out at the exchange. However, she's been told someone will callout to her on Thursday.

As someone else here mentioned, yes she has spoken to the people at the Clinic now and they are aware of the situation. I think mum has had around 18 calls now, with people quite anxious to get through to the right person/s.

The recent OpenReach repair was done at the exchange for a no dialing tone fault around 3 weeks ago, so there has been a bit of a gap between that and this current issue.

In reply to a post by Zarjaz:

I reckon it is a simple exchange fault …. possibly complicated by routing records for the line being incorrect.

I wonder how that happens though?

In reply to a post by Vorlon:

In reply to a post by Zarjaz:

I reckon it is a simple exchange fault …. possibly complicated by routing records for the line being incorrect.

I wonder how that happens though?

It happens ….. it just does. Systems supposed to update records don’t work, and no one is any the wiser till issues like this occur.

I changed ISP whilst on ADSL and lost both voice and bb due to this reason they had connected me to a previous pair that was failing and had been swapped (E side)

In reply to a post by Vorlon:

Thanks Guys,

Yes her broadband is ADSL and it stopped working with this fault. What I can't understand is why PN have given her instructions on how to reconnect her modem/router before sorting the line itself. She's got a call out booked for thursday. She's in her mid 80's so this isn't easy for her to go through.

Correction: Broadband did NOT go down until she contacted PN. So she phoned back and was given instructions on how to connect her modem via document emailed to her mobile phone. I've just asked her to turn off the modem/router and then to see if it automatically reconnects as normal.

Yet another pointer to the engineer crossing over two lines, the clinic's line obviously is not enabled for broadband.