Is it me, or is the broadband supply system broken?

Smiley_Dan

Here's my understanding:

When you have broadband on a given phone line, the provider "tags" the line to gain exclusive access. This means you cannot have broadband from more than one provider, and you also cannot change provider without migrating.

It is impossible for a new broadband provider to supply broadband without the previous supplier either ceasing supply and removing the tag or providing a MAC to allow the migration process to take place.

Correct? That, by the way, is not what is written at http://!!!!!!!/1ie01qk [Ofcom] but it is how it has been described to me by my prospective supplier (Zen).

So what I don't understand is: if a previous occupant of a house just kept their service running, that would prevent new occupants from getting broadband?

This seems barmy.

ManAtHome

The previous supplier would cease the service if nobody was paying for it... (more likely the previous occupier would cancel rather than leaving it to default).

Smiley_Dan

They still are paying for it though. It was the previous occupant's employer.

networkguy_2

I guess you are stuck with a contract for line rental by now, else you could do something like move to AAISP for both line and broadband, just for a month (they're not cheap) and get them to sort it out.

Any idea who the employer was? Seems rather daft they would be still paying (and presumably don't know that they're wasting their money, while making switching impossible for you).

Also daft that unless you can get a MAC for transfer to take place, someone will be charged a broadband 'cease' fee, and you may be charged a broadband 'setup' fee, whereas a transfer costs the 'new' ISP 10-20 quid, which 'new' ISP may either pass on, or absorb (most with 12 month contracts absorb this transfer cost, often the setup fee too, for brand new broadband users).

Around 10 years ago I cancelled service from Freeserve (when there was no cease fee charged) and wanted service from UKFSN but they were told it was still with Freeserve. Whatever procedure FS had been through, they were no longer charging me, but Openreach had the line flagged that it was rented to FS.

Eventually (about 3 months) I convinced FS they were being charged, despite me not being a customer any more, and they/Openreach got the line out of 'limbo'. It took forever to get sorted, because FS kept telling me that as I was no longer a customer it wasn't their problem, but did eventually gave me a number for Openreach.

Openreach weren't that happy I rang, as I am not an ISP, but after I explained, and got them to confirm the line was still with FS, I contacted FS again, asked them to double check with Openreach, as FS was being billed, yet we both knew they were not charging me, their ex-customer. Someone in FS finally sorted it out with Openreach and the line could be enabled with FSN.

kwikbreaks

There used to be an office dealing with problems like that and getting tags removed but it got shut down.

Order a new phone line and it should be tag free.

ManAtHome

Have you tried the landline provider - would have thought there would be some way they could apply a bit of pressure after a change of (their) service contract.

WTFH

Smiley_Dan wrote: »

They still are paying for it though. It was the previous occupant's employer.

So, the previous broadband contract is still in place and being paid for. Does that not mean that currently you are getting FREE broadband, and yet you're complaining?

networkguy_2

WTFH wrote: »

So, the previous broadband contract is still in place and being paid for. Does that not mean that currently you are getting FREE broadband, and yet you're complaining?

You only get it free if your router can login (unless they left theirs :rotfl: )

and in some cases the service might be part of a business 'link you to HQ' service (VPN setup) so you don't have "internet" access as such, but "previous resident's company network" instead...

Smiley_Dan

WTFH wrote: »

So, the previous broadband contract is still in place and being paid for. Does that not mean that currently you are getting FREE broadband, and yet you're complaining?

That did cross my mind, unfortunately login credentials are required

Smiley_Dan

I actually set up a landline first, so I'm already in the very early stages of a contract. I'm going to call the landline provider (Primus) to see if they can clear the tag.

I don't know who designed this system (probably a committee) but it's awfully prone to breakage.

Smiley_Dan

Primus won't do anything.