Bridge cases raised several times
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Bridge cases raised several times
26-12-2016 5:15 PM
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Re: Bridge cases raised several times
28-12-2016 12:12 PM
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Hi Ross,
Today, we have raised this further with our suppliers. The order seems to be looping in their systems before eventually getting stuck.
When placing an order, there's several systems that interact with each other and the actions of one can affect the behaviour of another. When the records are incorrect on one (or more) of these systems, a "bridge case" is raised to get the records corrected.
Really sorry for the length of time it's taking to get you online, but we are due an update on Friday.
Hope this at least clarifies the issue further.
Matty
Re: Bridge cases raised several times
30-12-2016 11:01 AM
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Re: Bridge cases raised several times
30-12-2016 11:11 AM - edited 30-12-2016 12:17 PM
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A warm welcome to the forums.
Sadly the blunt answer to your question is because BT Openreach's systems and data bases are 'wee-wee poor' (avoids censorship) and not overly responsive on fixing the issues promptly. Understandably PlusNET get the blame for this, yet they never complain to Ofcom about the poor service they get from the rest of the BT group.
@PlusnetLiam - such situations seem to be a frequent occurrence (there are other current reports of protracted bridge cases) - is this another hot spot worthy of focus to eliminate the necessity to seek support?
#BTORdatabases
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Re: Bridge cases raised several times
30-12-2016 12:11 PM
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Yes, it's the OpenReach systems that cause the initial problem, but it does appear that Plusnet take the same corrective action (raising a bridge case) repeatedly and then wonder when it fails the same way as previous attempts.
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Bridge cases raised several times
30-12-2016 12:20 PM
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Re: Bridge cases raised several times
30-12-2016 12:30 PM - edited 30-12-2016 9:01 PM
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Under the T&Cs you have to give PlusNET a reasonable chance to resolve the issues.
Guven that th issue appears to be within BT Openreach's Wholesale's systems, moving to a different ISP is not going to get around the issues blocking progress here.
Personally I would sit tight, as charging does not start until service is provided.
Edit: @ejs - yes detailed semantics are important ... though it is still outside of PlusNET and would still be the same for any other ISP seeking to provide service on this line. Frankly Openreach or Wholesale - it's a common problem - BT divisions who don't give a monkey's stuff about end users, still operating as though they are a nationalised monopoly and untouchable ... oh, yes, they are aren't they?
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Bridge cases raised several times
30-12-2016 2:10 PM
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@rossingram1980 - I see that you've received an updated from us today, and it's not great news as the review date has been pushed back. Our suppliers are still working on the case for you.
I can also see we've given you a few months free service for the eventuality that you're up and running, though I'm sure you'd prefer that the service was working now. Apologies that the issues are still ongoing.
Matty
Re: Bridge cases raised several times
30-12-2016 4:33 PM
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ADSL broadband is actually operated by BTWholesale rather than Openreach, just in case people want to be sure they're criticising the correct entity.
Re: Bridge cases raised several times
03-01-2017 12:36 PM
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Re: Bridge cases raised several times
03-01-2017 12:44 PM
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The 18th!!! Surely, after taking so long to fix an error in their systems, your 'suppliers' should be offering an expedited install
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.
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