broadband/phone bundle, now phones stopped working

jellymid

I would be grateful for some advice. We have a broadband/ phone bundle with Supanet and are tied into this for another 3 months. We pay line rental to them. We haven't had too many problems, but suddenly our phones stopped working yesterday.

There is no dial tone when you pick up the phone. Although it does ring when somebody calls us, we can't answer...it's just dead and the person calling just hears continuous ringing. We have tried different phones and checked with the neighbours - they have no problems. The broadband connection is fine.

We could ring up Supanet, but at £1 a minute, can't afford to. I have e-mailed them, and they should respond within 2 days :eek: . Some customer service, huh?

In the mean time, does anyone know who is responsible for the line. It was a BT line but we now pay the line rental to Supanet. I have an awful feeling that each will say the other is responsible.

Any suggestions to possible causes/cures or advice would be gratefully recieved.


Al

notbritishgas

jellymid wrote: »

I would be grateful for some advice. We have a broadband/ phone bundle with Supanet and are tied into this for another 3 months. We pay line rental to them. We haven't had too many problems, but suddenly our phones stopped working yesterday.

There is no dial tone when you pick up the phone. Although it does ring when somebody calls us, we can't answer...it's just dead and the person calling just hears continuous ringing. We have tried different phones and checked with the neighbours - they have no problems. The broadband connection is fine.

We could ring up Supanet, but at £1 a minute, can't afford to. I have e-mailed them, and they should respond within 2 days :eek: . Some customer service, huh?

In the mean time, does anyone know who is responsible for the line. It was a BT line but we now pay the line rental to Supanet. I have an awful feeling that each will say the other is responsible.

Any suggestions to possible causes/cures or advice would be gratefully recieved.


Al

This could be a faulty telephone, try changing it with a known good one.

littleboo

If you're paying line rental to Supanet, then they are responsible for getting it fixed and involving BT, if requiired ( assuming the problem isnt with your equipment or internal wiring ) BT wont be able to help as you are no longer a retail customer of theirs.

jellymid

Thanks for replying. We have tried two phones, both were working yesterday morning, but neither work now, so it seems like a line fault. I have found an 0800 number for BT, so will give them a try whilst waiting for Supanet to respond. I expect they won't help, as you suggest littleboo.
Al

jellymid

Well, Supanet e-mailed saying check the line then contact BT who are your landline provider

And surprise, surprise, BT said...Not a BT number, contact your supplier.

Have e-mailed Supanet back.