BT putting incorrect markers on my telephone line

vyle

I have BT telephone, which isn't too bad, but this week I tried looking into broadband access (i only moved into my flat last week and am using the internet at work right now). Curiously, every search I did on my address to see which provider I could use mentioned that I had a marker on my line and that I already had BT broadband.

I don't.

I contacted virgin and a few other companies who flat out refused to do business with me. Why? Because BT had put a marker on my line saying I'm using their broadband, and it would cost the other companies to remove it, which they're not going to do seeing as it shouldn't be there in the first place.

I rang BT (luckily a freephone number) and spent 45 minutes on hold before getting through to various people who put me on hold some more. Each step of the way, I explained to various script reading robots that this is a new build, I am the only person to have EVER had telephone service at this address and that I'm not subscribing to broadband.

They cheerily read that I could buy their broadband service.

I explained that I dont want their service, I want somebody else's and their marker is stopping me from getting another company's service.

They didn't understand.

This continued until I reached somebody who spoke english as a first language. I explained the whole thing again and they said they'd sort it out within 5 hours, just in time for us to catch their sales department before closing.

This morning, the marker was still on the line and I am still unable to get broadband with anybody other than BT.

Surely this is illegal? Is there anything I can do to get BT to take notice? I dont have cable access in my area so my only option is to get SOMETHING through a BT line (sadly the internet is also through a BT owned exchange that only permits virgin and AOL I think).

I hate BT.

WhoKilledBambi?

Crossed wires here I think, ISPs and checkers can't reveal who your current provider is supposed to be (Data Protection). May well say there is an existing BT Wholesale product on your line but shouldn't say which ISP ie. BT retail.
Could well be your number was used by someone else in another property and had broadband.
In any case the gaining ISP can get any tag removed "the most reliable way to get accurate information and advice regarding Tag-on-the-line’ issues is by contacting the service provider you are considering moving to" is from Ofcom (can't post links yet).

mluton

May not help but, My old BB is still active at my old property. Reason being, its a free service from Orange as part of my Mobile contract and they dont provide free BB to my new property, only BT Wholesale which cost X amount per month.

I'm now with o2, because of a great deal I got.

Kinda simular and Im unsure if the new tennants have got BB or are having problems connecting a new supplier as you are.

Reason for not disconnecting the BB at the old property is because, I cannot reactivate it later without a monthly premium. may take use of it later as a transfere is free.

mrJ_5

mluton wrote: »

Reason for not disconnecting the BB at the old property is because, I cannot reactivate it later without a monthly premium. may take use of it later as a transfere is free.

That's rather selfish... one call (or perhaps several) from them to BT, and they can get the tag removed stating that they are new occupents in the house...

vyle

mrJ wrote: »

That's rather selfish... one call (or perhaps several) from them to BT, and they can get the tag removed stating that they are new occupents in the house...

Well, I called them yesterday because they still hadn't sorted it out and they assured me it would be fixed in 5 working hours.

6 working hours later....and did they b0ll0cks.

The theory that they gave us somebody else's number sounds about right because I had a call from a Dr's surgery asking for somebody who I've never heard of.

I just want it sorted out because I can't get the internet until they fix their mistake. It's really making life difficult for my partner because he's a freelance web designer.

Oh well, I'll have to call them again at some point I guess and shout at them until I get somebody who both speaks english and has some authority to do something.

WhoKilledBambi?

I think the BT Tag team was disbanded some time ago as far as the general public goes.
No point in the OP shouting at BT retail as it's nothing to do with them it's a BT wholesale service on the line which may not be BT retail.
A decent ISP will have the resources to deal with tag on line issues if they want a new customer.

BT_company_representative

Hi Vyle,

Really sorry this has posed such a problem. Tags dont normally find their way onto a line unless a service has been ordered or is present against your number. We can check to see who has ownership of the tags.

I have sent you a PM. Drop me a reply with a few details and I will get this sorted.

Cheers

Craig
BT Support

slimzee

BT Wholesale have a tags team, but you cant talk to them Only a ISP can.

Do you know exactly what it says on your line? I would have thought even if tags shows another ISP if the line has no live CBUK and not live with Open Reach dont see how this can stop you from joinging an providor. Hmm if you got a incompatible product on your line e.g ISDN then that would stop you and thats down to your PSTN providor to get that marker off your line.

GeoThermal

This exact thing happened to me and I was moved from one department to another by BT to try to get it sorted. In the end I got through to someone who fixed it instantly, it was a simple update on a computer. It looks like Craig will be able to sort it but if not drop me a PM and I'll send you the email address of the office manager at the BT Office who fixed it.

vyle

BT_company_representative wrote: »

Hi Vyle,

Really sorry this has posed such a problem. Tags dont normally find their way onto a line unless a service has been ordered or is present against your number. We can check to see who has ownership of the tags.

I have sent you a PM. Drop me a reply with a few details and I will get this sorted.

Cheers

Craig
BT Support

Thanks, I've sent you a PM, hopefully that'll work

This exact thing happened to me and I was moved from one department to another by BT to try to get it sorted. In the end I got through to someone who fixed it instantly, it was a simple update on a computer. It looks like Craig will be able to sort it but if not drop me a PM and I'll send you the email address of the office manager at the BT Office who fixed it.

Otherwise, I'll take you up on the offer.

Progress update: On thursday, my partner tried BT again and was referred to the tags team, who reiterated what you guys have already said - only an ISP can deal with the tags problem.

I called Virgin on friday and got through to somebody who seemed very helpful and said that he'll make notes of my problem and get on to the relevant team to get hold of BT. Apparently their procedures are to bounce customers away, asking them if they have mac codes etc until every criteria is filled then they do it themselves (his words, not mine), but he doesnt like to bother customers with that. He said i'd get a call on monday and it should be fixed.

Monday, I got a call from the relevant virgin team who said I needed a mac code and to get it from my ISP. I explained i've never had an ISP so I have no mac code. They said they'd have a look and sort it out for me and let me know their progress on tuesday.

On tuesday, nothing, so I rang back and they said they were working on it and would call me back by end of play tuesday.

It is now wednesday. Ho hum.

I also put a call in to ofcom to see if they had any advice for me. At least I seem to finally be getting some leads.

tthep

"On tuesday, nothing, so I rang back and they said they were working on it and would call me back by end of play tuesday.

It is now wednesday. Ho hum."

no offence but it's only tuesday today