TAG on the line: ISP has not removed when requested

MJB

Hi - I have recently tried to remove tiscali broadband from my home phone.
It had been provided (now out of contract) to my tenant who has now moved out. The cancellation was requested some time ago but BT still tell me that tiscali have a tag on the line.
I cannot complain to tiscali because im not the account holder.

Does anyone know who to complain to if an ISP will not cancel a service when requested?
I pay the BT land line rental, but neither BT nor ofcom say they can do anything. I threatened to cancel the BT line but they tell me that the tag would still be on.
Any suggestions?
Thanks, Mike

normanmark

Hi Mike,

Your going to have to percivere with Tiscali, explain the situation & relationship with your tennant, also IIRC Tiscali issue a cancellation number when you cancel for your own records, maybe your old tennant might have that (if you still have contact)

bbb_uk

As you're not the account holder it doesn't half create problems I can imagine.

Tiscali have terrible customer services anyhow so even trying to explain to them your side of the story would be useless - plus without proof they wouldn't do anything anyhow.

BT - that's difference. Surely BT know that your tennant have moved out so I would have thought that they could do something either there end or even ask Tiscali to remove the tag if BT Openreach can't do it.

If you didn't already know - I think the number for BT Tag enquiries is 0800 169 0934.

Failing that, ask (useless) Ofcom for advice!

littlepockets

I'm in exactly the same boat
cancelled Tiscali on 1st October and there is still a tag on the line
I have spent so much time calling Tiscali to remove but get useless promises that it will be removed

I have
written to the CEO - no response.
Emailed their complaints dept - no response
Spoken to Ofcom - useless - can't do anything
Spoken to BT - can't do anything as its Tiscali equipment
Written to my MP - useless - has not responsed

Its plain blackmail - they won't remove the tag which almost forces you to go back to them

You can't cancel your line as the tag remains

I'm at my wits end

How can any company behave like this is beyond me !!

Wayne3765

bbb_uk wrote:

If you didn't already know - I think the number for BT Tag enquiries is 0800 169 0934.

That's the number , it's manned from Monday - Friday 8am to 6pm and Saturday 8am - 12pm.

normanmark

Wont be much use as they'll refer you back to Tiscali, I'd use the number to confirm that Tiscali have placed the cancellation on the line rather than hope BT will do it for you

1mmaker

Hi Basically what happens is that when you request for the broadband to be ceased your current provider will have to liase with "BT WHOLESALE" to have the tage removed from your line.

Most providers state that the process to do this should take a maximum of 10days from original cease request.

The best way around this is to call Tiscally and ask them to email "btwholesale" to have the tags removed from your line.

To be honestly truthfull, this proces really only takes a maximum of 24 hours and can be done if you persistantly complain and ask to speak to a manager and request an Expideted Removeal Request.

Also if you are looking to get broadband with another provider the may also be able to help with this.

If this is a bt line you are on call 0800 800 150/2 for bt telephone customer services and ask them if request has been recieved.

Ah forgot, here is the quick dial number so you dont need to wait in any queues or listen to any stupid messages.

02075554150/2 ( NOW THATS A CHEEKY ONE)

Anything else just give me a shout.

Gav

normanmark

1mmaker wrote:

Hi Basically what happens is that when you request for the broadband to be ceased your current provider will have to liase with "BT WHOLESALE" to have the tage removed from your line.

Most providers state that the process to do this should take a maximum of 10days from original cease request.

The best way around this is to call Tiscally and ask them to email "btwholesale" to have the tags removed from your line.

To be honestly truthfull, this proces really only takes a maximum of 24 hours and can be done if you persistantly complain and ask to speak to a manager and request an Expideted Removeal Request.

1mmaker: Please ensure that information you post is correct so people dont get the wrong end of the stick!!!!

Ceases take between 7 and 10 working days once placed on the system.

It doesnt take 24hrs to remove a 'tag' on the line, as most tags are case specific. Just for your information, A Tag refers to something blocking an order being placed on a system. 99% of the time this refers to a broadband service (or an incompatible telephony product) that exists on the line. So it'll mostly need an engineer to get the service removed off the line. Something that will take longer than 24hrs on the line!!

Also MJB i'd just double check to ensure you're not on Tiscali's LLU service, if you are then it means BT Wholesale wont be able to do anything as they do not own the equipment on the exchange that needs to be removed!

1mmaker

Mate this info is correct and i see it everday. yeah they have set procedures which should carry a 2-3 day turnaround time with a maximum 7-10 day removal.

Its the same as anything in BT, the more your complain the more you get.

You wouldnt believe what can be done just by complaing (in regards to time scales).

If you pm me your line number MJB ill have a look today for your mate.

normanmark i do agree about the LLU service though

Gav

normanmark

1mmaker wrote:

Mate this info is correct and i see it everday. yeah they have set procedures which should carry a 2-3 day turnaround time with a maximum 7-10 day removal.

I work on the marker helpline, trust me to remove a tag (ie. the broadband service) it takes 7-10 days to get it removed off the line. I assume you work in retail? I only ask because of the inaccurate turnaround times you're saying

1mmaker

I know what your saying is correct and im not disputing that fact, but the time scale i stated in the first post can be done.

Some of the cases ive dealt with over the last while ive even seen a Cease and Reprovide coming from AOL to BT Business Broadband done in 6 hours.

Its just like a Lift and Shift, this has a turnaround of around 3-5 days depending on engineer avaliablitity but if you call through to the control room from WS and request it directly as a manger it can be done the same day depending on engineer avaliablity.

Dont want to argue mate that just aint me