Unable to change isp

impulse

Hi,

A friend has been with their isp for well over a year and have been trying to change to a new service provider. They obtained their mac code & signed up to a new service but this was unable to be completed as the new provider said there was a problem as there was already a product on their telephone line,

They have spoken at length to the provider of their telephone line who have said there is no problem with the telephone line,

They then tried a completely different internet provider who also said there was a product on the telephone line,

Has anyone any idea how to resolve this?

normanmark

Sounds like the providers are placing the wrong order. The only time that response is given is when a brand new provision for ADSL is placed. What your friend should do is when calling the ISP up is to inform that they're a migration customer & should be placing a migration order.

If they've had ADSL on the line before then theres nothing on the telephone line now thats stopping an order being placed (just the ADSL service that they have the MAC for).

Hope this helps

impulse

Hi,they signed up online & provided their mac number so I assume company were aware it was a migration,order appeared to go through ok then a week or so later they received a letter saying there was problem due to the marker on the line,

They did ring the new provider who was unable to resolve the problem & referred them to bt,seems they are going around in circles,

Bt insist there is no problem with the line and the new isp should sort any issues but they dont appear able too,

They then tried a different isp & ran into the same problem again,

As they have spoken to the isp's directly I'm sure they must be aware its a migration,

I think they have given up & resigned themselves to being stuck with their current isp

impulse

Was having a search about,their current isp is bulldog which is now trading under a different company & there seems to be a mountain of complaints,

Perhaps this is the problem??? Any ideas anyone?

normanmark

The problem is not with your line, its the ISP not processing the migration code correctly. My advice is if they cant do it, then go to a provider that can!

BritBrat

Try Zen internet.

Monthy contracts so not to much to lose and their support is first class.

I was wondering if they are on an unbundled line and thats the problem. I am not up on how all that works so cant really give much advice on it.

impulse

As far as I am aware,they tried firstly tiscali then aol,neither were able to process it,I'm on virgin media broadband so havent encountered this problem before ,is it possible bulldog are trying to be awkward?

BritBrat

Seen this thread?

http://forums.moneysavingexpert.com/showthread.html?t=477109

Looks like Bulldog play games with markers.