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

kwikbreaks

In that case tell them their line is not fit for purpose so you are cancelling and want a full refund. You'll at least get to talk to somebody who isn't just reading a script.

networkguy_2

I'm guessing it was Openreach that designed this.

Think you should push Primus (and if not getting anywhere, ask Ofcom what can be done).

I don't think it's all the fault of Primus, because Openreach and everone else will be stuck with Data Protection issues (and not just be using it as an excuse).

Can understand Zen being unable to place order without MAC. Also that you are stuck because of previous householder - so if anyone should have a finger pointed at them, it's the previous occupant. No way to contact them, I guess, to see if they will either tell you which ISP is involved, or get it sorted out via their firm ?

(Just to get a MAC from the [current] ISP should mean Zen can get on with giving you service...)

networkguy_2

PS just a word also on the fact this is giving a problem... in a way, it's because the use of a MAC stops the possibility of "slamming" (switching a user without permission)... so despite this being a niggle for now, overall, it is a cautious approach from Openreach and prevents customers being switched over (and all the hassle that would cause if it happened too often).

iniltous

networkguy wrote: »

I'm guessing it was Openreach that designed this.

Think you should push Primus (and if not getting anywhere, ask Ofcom what can be done).

I don't think it's all the fault of Primus, because Openreach and everone else will be stuck with Data Protection issues (and not just be using it as an excuse).

Can understand Zen being unable to place order without MAC. Also that you are stuck because of previous householder - so if anyone should have a finger pointed at them, it's the previous occupant. No way to contact them, I guess, to see if they will either tell you which ISP is involved, or get it sorted out via their firm ?

(Just to get a MAC from the [current] ISP should mean Zen can get on with giving you service...)

I recon it's more likely that this system is what's required by Ofcom, and that's why OR have to use it..as far as the OP is concerned, are you trying to put your broadband on someone else's line, if the previous occupant has not cancelled their broadband, then presumably they have also not cancelled their landline...if they have cancelled their landline, it's only a matter of time before the ISP cancels the broadband to, as they get advised that the landline is no longer active and you cannot have BB without an active line
If the OP has taken over the line, then whatever ISP he wants to use should have the ability to order broadband, and if they say they cannot, or won't , then use another ISP that knows how to manipulate the ordering system

networkguy_2

But changing your line rental from one firm to another does not cause the broadband to be cancelled, only ceasing the phone line does. My guess is that if the previous occupant had the broadband (and line) rented by their employer, then when they moved, and as the new owner has taken out line rental with Primus, that switch (for the line) should either

a) not have worked (new renter has a different name) or
b) cause a switch (clearly this has happened) and that should cause the telecom firm to send out a "sorry to see you go" letter to the previous renter.

If the line was rented by an employer, then their accounts department might have needed to check if they paid for broadband, and should have cancelled.

Not sure what might have happened if the line was with Primus (Business) before. They might not be bothered as a "switch" didn't cause them to lose a customer, exactly. Although hopefully if the broadband had been with them, they would have known and could have fixed things.


Clearly, the firm is still likely to be paying, and the previous occupant may be oblivious to the problem caused by not getting it cancelled. Down to the new occupant to do what they can (via estate agents, perhaps, or solicitors) to get in touch with previous occupant and request they get a MAC ASAP...


Oh, and yes, it might have been Ofcom.