Simply cannot get home broadband

elodieb9

Tried three times over the past twelve months.

A few years ago we had Tiscali internet on our home phone line. We cancelled it after being a customer for a couple of years. In the meantime, I understand, Tiscali was taken over by TalkTalk? Or some other company (kinda confused myself now!)

Anway, I contacted the following BB suppliers;

Virgin: Cannot have BB
BT: Cannot have BB
Sky: Cannot have BB

All for the same reasons... Tiscali, now out of business, 'own' my line and have placed a 'mac' code on it. Which cannot be taken off by anyone else other than themselves.

Now, because we ended our agreement with Tiscali before the sale of the company the 'old' customer accounts was not passed over to the new company which took over (TalkTalk?).

TalkTalk say Tiscali own the Mac, everyone says Tiscali own my Mac number... all the other providers tell me to speak to TalkTalk as they are the new 'owners' - there is no solution at all.

It is so frustrating!

Any advice MSE people?

tyllwyd

On the Ofcom website they say that the new provider you want to move to might be able to help

http://consumers.ofcom.org.uk/tell-us/telecoms/service-problems/tag-on-line/

Looking around, it seems that a few accounts got lost moving from Tiscali to TalkTalk. I'd be tempted to try to sign up to TalkTalk broadband, because that will give them more incentive to chase up the info they need from Tiscali.

anguk

I think either you or your new provider could contact BT Wholesale, I think they deal with broadband connections? If not I would get in touch with OFCOM and ask their advice.

There must be a way to get broadband, what happens if you move into a new house and the old tenants didn't properly cancel their ISP and you don't have the mac code & don't know which ISP the tenants were with?

macman

Your line has been LLU'd, ask BT to do a 'return to donor' on it. This is free but requires a 12m line rental contract with them. Once back on BT, you can pick any broadband provider you wish.
It's nothing to do with a MAC code, if the line has a tag on it it can be removed, but invariably this does take a few weeks to sort out while they try to contact the previous customer.
You cannot contact Openreach direct, they do not deal with the retail side.

TalkTalk

Hi elodieb9,

if you register at talktalkmembers.com we would be able to help you get this issue resolved.

Ady

bod1467

If they're not currently a customer, how do they register at TTMF?

TalkTalk

Oh my apologies, I read that to mean they still had a stuck account. It will be a tag on the line rather than a MAC as they expire after 30 days.

elodieb9 if you send the telephone number address your full name and DOB to ttmfcontactus@talktalkgroup.com
we should be able to raise a MAC to help you.

Ady