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No broadband, bridge case raised!

Hilarymstewart
Newbie
Posts: 3
Registered: ‎06-06-2023

No broadband, bridge case raised!

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
6 REPLIES 6
Baldrick1
Moderator
Moderator
Posts: 11,707
Thanks: 5,204
Fixes: 419
Registered: ‎30-06-2016

Re: No broadband, bridge case raised!


Moderators Note

This topic has been moved from Broadband to My Order

Moderator and Customer
If this helped - select the Thumb
If it fixed it,  help others - select 'This Fixed My Problem'

Hilarymstewart
Newbie
Posts: 3
Registered: ‎06-06-2023

Re: No broadband, bridge case raised!

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.
Townman
Superuser
Superuser
Posts: 23,050
Thanks: 9,642
Fixes: 160
Registered: ‎22-08-2007

Re: No broadband, bridge case raised!

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.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,907
Thanks: 1,525
Fixes: 479
Registered: ‎01-01-2012

Re: No broadband, bridge case raised!

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 

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Hilarymstewart
Newbie
Posts: 3
Registered: ‎06-06-2023

Re: No broadband, bridge case raised!

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!
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,907
Thanks: 1,525
Fixes: 479
Registered: ‎01-01-2012

Re: No broadband, bridge case raised!

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 

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team