That's great Chris - thanks However I do think the ticket update is misleading:

"The broadband fault has been closed by the supplier. Should problems re-occur, please restart the Broadband Fault Checker."

It suggests that as far as PlusNet are concerned the fault has been remedied which is certainly not the case here.

I agree, it's a KCI(Keep customer informed) that has come through from our suppliers that initiates this, maybe we need to look at how this comes across to you as this case proves.

haha yeah there was a bit of panic from him when we read that!! Thanks for keeping on top of it Chris.

It doesn't mean that BT have washed their hands of the fault though does it? As far as he's aware, the BT REIN engineer hasn't been near his house as of yet.

No, as far as I can see a REIN case has been opened so we shall continue to pursue this.