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on-going 'bridge issues'

yafai01
Newbie
Posts: 3
Registered: 30-05-2017

on-going 'bridge issues'

I signed up to Plusnet on 12th May, date of transfer 23rd May, no communication from a so called communication company. I received messages  advising me that my questions are on hold due to bridge problemsHuh I have contacted plusnet on numerous occasions, I still am unaware what the issue is? I surely shouldn't have to wait this long for internet? Everyday i am told it will another 24 hours, I was meant to have service from last Tuesday! Absolutely atrocious service, I am unhappy being charged for a service I haven't received to date, I still have not received a response to my question regarding a breach of contract! A response would be much appreciated and this issue resolved with your utmost urgency!!!!

5 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 113
Thanks: 23
Fixes: 3
Registered: 02-05-2017

Re: on-going 'bridge issues'

Hello, I am sorry for any confusion this has caused, I will attempt to clarify it for you: Your broadband order has not completed yet due to an internal computer fault, one of my colleagues has spoke to our suppliers about this, they tried to rectify it but were unable to, as a result they have escalated the enquiry to a specialist team to get it resolved, the way it is raised is through a Bridge Case this is to Bridge the enquiry between us & our suppliers so we can keep you informed.

At the moment, our suppliers have still not been able to resolve the computer fault on their systems, this is why the last message you received advised that the enquiry had been put on hold on our systems to allow our suppliers to resolve the issue. We will provide a further update for you tomorrow.

If this post resolved your issue please click the 'This fixed my problem' button
 Tony C
 Plusnet Help Team
yafai01
Newbie
Posts: 3
Registered: 30-05-2017

Re: on-going 'bridge issues'

This is completely an unacceptable length of time for me to be without Broadband, it is very ambiguous to state this issue is solely regards to your suppliers, this issue has been ongoing, day after day without no resolution or escalation. I do refer to a complaint I have sent to your complaints team (without no response to date), I was advised on 23rd that I would have internet within 24 hours to then get told I haven't (even though I still have an active phone line) is ridiculous, and by-the-by you "forgot" to send me the router! This appears to be a popular fault looking at comments on different forums, I still await a phone call in regards to an upfront cost I have paid on 12th May for service to commence from 23rd, a service which I still have not received. I am now so frustrated with your company after being told the same situation day after day, this is completely unacceptable!! 

yafai01
Newbie
Posts: 3
Registered: 30-05-2017

Re: on-going 'bridge issues'

Now I have just been told 6th june for a further update because of "your" suppliers are carrying out "external work". everytime i speak to someone i get a different answer. I am not waiting any longer I require a FULL refund and I will go elsewhere! Four weeks for broadband?? Really!! Still awaiting a phone call!
Plusnet Help Team
Plusnet Help Team
Posts: 113
Thanks: 23
Fixes: 3
Registered: 02-05-2017

Re: on-going 'bridge issues'

Hello, I am sorry that you have been given incorrect information, I have personally checked with or suppliers as to what is happening with your orders, they have advised me that the computer glitch I mentioned in a previous message will be resolved today, We will be able to update you tomorrow, the date of 6th June was given incorrectly, I am sorry about that.

If this post resolved your issue please click the 'This fixed my problem' button
 Tony C
 Plusnet Help Team
Superuser
Superuser
Posts: 9,985
Thanks: 1,532
Fixes: 19
Registered: 22-08-2007

Re: on-going 'bridge issues'


yafai01 wrote:
Now I have just been told 6th june for a further update because of "your" suppliers are carrying out "external work". everytime i speak to someone i get a different answer. I am not waiting any longer I require a FULL refund and I will go elsewhere! Four weeks for broadband?? Really!! Still awaiting a phone call!

Sadly given that this (all too common) issue is with BT Wholesale you can stamp your feet as much as you wish, but going to a different ISP is only going to leave you in the exact same situation.  The "computer glitch" more than likely refers to BT's internal data records for YOUR line being screwed, so all ISPs will face the same issue.  Also "wait 24 hours" is the response BT give to all problems.

If you want to shove this along quicker write direct to the CEOs of BT, BTw and BTOR for it is their systems which are failing both you and Plusnet.  Yes Plusnet is your supplier and it is their responsibility to deal with this, but without a kick from upstairs 'normal' BT processes take the time it takes...