topic No broadband, bridge case raised! in My Order

No broadband, bridge case raised!

Hilarymstewart — Tue, 06 Jun 2023 07:27:41 GMT

Hi, we moved into a property on 26th May which had internet/broadband previously, an open reach engineer came out on the day and connected the line etc. but still no broadband!

Plusnet have said that open reach have raised a bridge case! This is driving me mad! I had an online university exam today which I have had to postpone and I work from home…I have had to use the local sports centre to work from.

When do I see an end to this!

Thanks

Re: No broadband, bridge case raised!

Baldrick1 — Tue, 06 Jun 2023 08:06:40 GMT

Moderators Note

This topic has been moved from Broadband to My Order

Re: No broadband, bridge case raised!

Hilarymstewart — Tue, 06 Jun 2023 11:34:37 GMT

Has anyone else had this issue and will it be resolved!

I am still waiting for feedback from open reach but this is causing be great stress and worry.

Re: No broadband, bridge case raised!

Townman — Tue, 06 Jun 2023 15:21:23 GMT

Bridge Cases / ORDI requests ... everything else with BT ... have a 48 hour turnaround window. They will not entertain a chase from the ISP / CP until that timer has expired.

Use the link below to look at the tickets on your account - they might indicate what is the issue. Do you know who the previous occupant was with? Do you know how long ago their service was terminated. It is not unusual for lines which were previously with a LLU provider to be in something of a "mess" within BT's databases ... which is the typical reason a Bridge Case is required.

Re: No broadband, bridge case raised!

MatthewWheeler — Thu, 08 Jun 2023 09:28:12 GMT

Morning @Hilarymstewart

I'm really sorry to hear this is still ongoing.

I can see our Customer Assist Team is chasing this up for you and they've arranged for a MiFi box to be sent out to you so you can get online in the meantime

Re: No broadband, bridge case raised!

Hilarymstewart — Mon, 12 Jun 2023 21:12:24 GMT

So still no connection and no feedback from Openreach. MiFi received at long last but unable to get internet as it needs to connect to EE network - nothing advised how to do this. I need this for my work…from home supposedly! This is getting very stressful!

Re: No broadband, bridge case raised!

MatthewWheeler — Tue, 13 Jun 2023 11:33:30 GMT

Afternoon @Hilarymstewart

I'm really sorry to hear the MiFi didn't work but I can see the orders are now complete and you're online which is great to see.

Apologies again for the inconvenience caused