Grounds to cancel contract? R.E.I.N

Globetrotter86

Hi Guys,

Long story short. I have been with Plusnet for the last 6 months, during that time the internet has been dropping out most evenings, making it unusable for Netflix and online gaming. Apparently the issue is caused by some faulty electronics outside of our house, but BT have told Plusnet they have no idea where this fault is.

My question is, would I have grounds to cancel my contract 12 months early, because BT are unable to provide me with a stable connection due to 3rd party problems? I imagine Plusnet would try and fight it and they have not given this as an option in their last message to me.

For those who are curious, this was their last message to me.






Thank you for your patience.

We received a response from the REIN investigations team with our suppliers. Our suppliers have advised that unfortunately they have not been able to identify the cause of the REIN on the line.

REIN is when interference from an external power source interferes with the adsl (or other telecommunications) signal. Usually the two should co-incide happily and cause no problems, however on occasions an electrical item can introduce additional noise on the frequency your broadband is running on.

SHINE is where this interference is generated as a burst; when a device is powered on or off, for example. As a result disconnections or line errors may result at the time a device is switched on or off.

This list is not exhaustive but common culprits could be:

• A current imbalance between two power carrying conductors (Earth leakage fault).
• Faulty thermostats (Central heating, Immersion heaters).
• Electrical power supply units (Laptops, Routers, Plasma TVs).
• Industrial/Commercial power usage (Electric Railways, Electric fences, Electric motors).
• Decorative electrical items (Christmas tree lights, Touch lights).
• Security systems (PIR lights switching on and off).
• Digital Communication Receivers (Satellite and Freeview set top boxes).
• Internal power and telecoms cables run close together at the End User.

This is not necessary but worth trying if you can, if you suspect there is something interfering with your broadband, get an AM/MW radio and tune it to 612Khz. If you hold the radio next to an LCD screen for your pc as an example you would hear a distinct noise. This should fade away if you move the radio a quarter to half a meter away. Hold it by your modem/router and you'll hear the ADSL signal

Since the engineers are unable to resolve the cause of the REIN they have closed down the investigation. As the cause of the REIN is not by BT's equipment, they would not be able to resolve this issue. Since REIN is caused by 3rd party equipment. There is no legal recourse that BT have at their disposal to resolve this problem.

We are sorry that we could not improve your services any further. Please let us know if we can be of any further assistance.



Kind regards,

LazyTyper

It's not BT's nor Plusnet's fault, so it's doubtful.

Even then, if you were to go with another broadband provider you will still have the exact same issue.

runaroundpauper

If you take of the front plate off open reach box the one you plug your rj11 from the router into
Their is a test socket check what speed you get from their
All so if you use modern phones you could disconnect the bell wire its sole purpose was to make old phones ring out

Please research it's simple enough but get the right wire

JenniferK

LazyTyper wrote: »

It's not BT's nor Plusnet's fault, so it's doubtful.

Even then, if you were to go with another broadband provider you will still have the exact same issue.

The OP contract is with Plusnet. Plusnet are responsible for supplying the service. Failure to do so is a breach of contract. It is up to Plusnet to sort out the problems, unless the problems occur after the master socket.

JJ_Egan

Most evenings drop out .
I had that a long time ago and never got to find the source .
Suspicion was that it was that street light .

This 3rd party equipment is pointing the finger inside the property . ( As the cause of the REIN is not by BT's equipment, )
If the op moves ISP its not going to remove the fault if its internal .

LazyTyper

JenniferK wrote: »

The OP contract is with Plusnet. Plusnet are responsible for supplying the service. Failure to do so is a breach of contract. It is up to Plusnet to sort out the problems, unless the problems occur after the master socket.

Plusnet are providing a service. There is no "breach of contract".

Plusnet's T&Cs state:

5. Quality of the service

5.1. We aim to provide a continuous, high-quality service, but we can't be responsible for loss of service or faults due to circumstances beyond our control, where we've taken reasonable steps to prevent this.

Plusnet have explained quite clearly that it is not their equipment nor BT equipment that is at fault.

Plusnet have explained clearly that the issue is caused by something out of their control, and the control of their supplier.

Even if the source of the REIN or SHINE was identified, if this was caused by a third party, it's still up to the third party to resolve. Plusnet and BT do not have any power to force them to resolve this.


This is not a great situation, and I would hate to find myself in such a position also.

I suggest for the original poster to raise a complaint with Plusnet - maybe they will release the customer from the contract early without any penalty, but this would be a goodwill gesture.

brewerdave

Worth while having a look round yourself for sources -I had a similar problem with my line about 2/3 years ago,with multiple disconnections followed by a much slower resynchs. Turned out to be a neighbour's power tool supply as he was doing some extra work in the evenings in his garage!! Fortunately,he was apologetic and got the issue sorted. Took a week or two for my line to recover its lost ADSL speed.:T

JenniferK

LazyTyper wrote: »

Plusnet have explained clearly that the issue is caused by something out of their control, and the control of their supplier.
.

The OP doesn't have a contract with Plusnet's supplier. It is Plusnet's responsibility to sort out any problems with their supplier, BT Openreach. Plusnet cannot absolve themselves of responsibility due to the problems of their supplier. If the problem is external to the OP's property then it is up to Plusnet to sort it. Failure to supply a service because of problems with their supplier would put Plusnet in breach of contract.

JJ_Egan

JenniferK wrote: »

The OP doesn't have a contract with Plusnet's supplier. It is Plusnet's responsibility to sort out any problems with their supplier, BT Openreach. Plusnet cannot absolve themselves of responsibility due to the problems of their supplier. If the problem is external to the OP's property then it is up to Plusnet to sort it. Failure to supply a service because of problems with their supplier would put Plusnet in breach of contract.

Plusnet have explained quite clearly that it is not their equipment nor BT equipment that is at fault.
That really only leaves internal .

I would find a local telecoms guy to look at the internal wiring .

oldagetraveller

"their supplier, BT Openreach."
No, that would be BT Wholesale.

I love acronyms! REIN - something with which to control a horse.
SHINE something that is inflicted upon Harvey Moon.

PN have copied and pasted part of their response from here http://www.kitz.co.uk/adsl/rein.htm#REIN tut tut.

cajef

JenniferK wrote: »

If the problem is external to the OP's property then it is up to Plusnet to sort it. Failure to supply a service because of problems with their supplier would put Plusnet in breach of contract.

As you have been told several times in this thread they are not in breach of contract as they are supplying the service, the problem is not of their or Openreach's making.

How do expect Plusnet or Openreach to sort a problem that is external to their network.