Plusnet Representative

Browntoa

diamond_dave wrote: »

Tried googling Bridge(Incident) Case but couldn't find much online. Any BT or OR engineers out there who could explain what this is and what I can do to escalate the problem? Thanks.

"bridge case" is a internal BT system , think its used for logging larger faults ( multiple customers with same fault etc)

Plusnet_company_representative

Sorry to see this is still ongoing. James is dealing with this as a personal issue to get this resolved, he has also escalated this matter with our suppliers as this hasn't been acceptable.

I've spoken with James and he'll be in-touch today giving you the latest update.

Again apologies for the time taken.

Kind Regards,

Chris Purvey
Plusnet Digital Care Team.

diamond_dave

Just heard from PN - the problem still remains and the speed is still slow, but in fairness to them they have offered me some compo for all the problems I've been having. So thanks PlusNet. Keep working on the problem, please.

espresso

diamond_dave wrote: »

thanks for all your replies and advice. I am only paying £2.75 a month so the cost is not huge but I just want the problem sorted!
I feel now that pn's claims re. customer service are nonsense. I have put in a complaint to them but as of today there has been no resolution. In fact there has been very little contact over the last couple of weeks. I understand that they are in the hands of OR but surely PN can put some pressure on them to sort the problem? As I type the speed is down to around 3mbps from 12.5 some weeks ago.

diamond_dave wrote: »

Just heard from PN - the problem still remains and the speed is still slow, but in fairness to them they have offered me some compo for all the problems I've been having. So thanks PlusNet. Keep working on the problem, please.

So how much compensation do Plusnet think that you deserve then for this, as you are only paying peanuts anyway?

diamond_dave

DD wanted to work from home today with reports to finish and, guess what, internet down YET again. I am sorry PlusNet, but you really are not getting to grips with this!! I've been having problems for some 2 months now and I still can't get it sorted. Perhaps there is an OPENREACH rep. looking at this forum?
HELP.

diamond_dave

yet another excuse from Pn. As it's a bank holiday no one in the country is working, therefore no one can give me any info. Just 1 excuse after another. My daughter has had to go into work in order to complete some reports she was unable to work on here because of the lack of B/b. Great, PlusNet!

espresso

Pay peanuts - get monkeys!

diamond_dave

I shouldn't have been so cocky about getting my problem sorted! I emailed PlusNet CEO and the ball started rolling. The problem was taken up by a guy called Tony - who, in fairness, has contacted me about the situation. Trouble is, the upshot of all this is that YET another Openreach engineer is booked for Friday am!
In effect, I am where I was a couple of weeks ago and have to stay here for another OR visit. Oh well, let's see what happens tomorrow. This will be the 5 visit by OR - perhaps this is a record?

diamond_dave

Update on my Plusnet BB problem - OR engineer( from Essex and I'm in Cornwall) turned up and carried out the usual tests. He was getting 12 meg up to the router then about 2.5 out. After trying another router he was baffled but came up with a suggestion that it could be a REIN problem! I thought that there was water coming down the line but he said that it could be radio interference. He actually drove his van closer to the house and tuned his radio to an am station and listened for increased noise!! Anyway sounds like a load of waaz to me but they are going to send yet another engineer to check it out. Although sceptical I used a small radio to check things out (google suggests) and moved the telephone transformer which seemed to be causing noise on this radio. Guess what? Saturday, between 15.05 and 17.00 I was hoping to watch the rugby on lappy - the internet dropped out about 12 times for between a few minutes and 20 minutes or so. What's happening? Has anyone any info on REIN? I cannot believe that this is possible.

NeverInDebt

This might shed some light on REIN

http://www.kitz.co.uk/adsl/rein.htm
http://support.zen.co.uk/kb/Knowledgebase/Broadband-Understanding-REIN-and-SHINE
http://www.elantelecom.com/technical-assistance/repetitive-electrical-impulse-noise-rein/