Broadband fraud

jmf76

Help please! Broadband got cancelled which I never requested - after contacting my provider a transfer was apparently requested 14 days ago (found the email in my spam hence not picked up earlier) and because I'd not contested it my account was cancelled. They have tried to re-create my account but it has been rejected and they are currently investigating why. In the meantime I have found out an account was setup in a different name but with my address for another service provider - that service provider initially informed me its my problem! After contacting them again stating my new transfer back to my service provider has been rejected they have said there is nothing they can do unless the person named on the new contract agrees to the transfer back to me. But its my home?!? I've not recently moved nor moving out and have never heard of the person stated on the new account. What can I do to get broadband re-instated and also get this other account disconnected from my home address? Any advice would be greatly appreciated.

iniltous

If your address has been selected by an ISP for their customer in error, and the notification you got wasn’t responded to ( asking if the takeover was genuine or not ) then someone else is now paying for a service at your address but they obviously cannot be using it, so you would think that they would be onto their iSP asking why they have no service, at that point they should discover that either the customer or the ISP selected the wrong address ( your address ) rather than the address they wanted service at, one that they have presumably moved into or were trying to change provider at )
Your ISP can still restore your service even if the other customer or ISP are reluctant to do anything , but it may take a little while as they may have to raise an order for a ‘new’ line.

It’s not fraud, it’s either a mistake ( and the way the regulator mandates the industry to deal with migrations , there is always the possibility of this happening , the letter or email not being responded to in cases like this ) or it’s malicious, someone trying to mess you about but it’s not fraudulent 

wild666

Maybe the person who took out the contract has put one or two digits wrong in their phone number to transfer from the previous provider and is having a similar problem trying to get online? Maybe they have a landline but no phone connected as they only use a mobile phone. 
It would be better if in changing ISP's the person had to name the provider they were migrating from, in some cases this might be that the error was more easily picked up on as the leaving supplier could be given the phone number and they could say to the new ISP that this phone number and address doesn't match up and to contact the person again to give them the correct phone number.

JJ_Egan

Different name , is this a name known to you .

pokora

Maybe a flatmate ?

phillw

jmf76 said:
Any advice would be greatly appreciated.

Tell your new & old provider that you wish to make a complaint.

If they say there is nothing they can do then ask for a dead lock letter, which means you don't have to wait before you can go to the ombudsman.

The complaint would be something simple like: not adequately notifying you that your broadband was being switched without your knowledge and their inability to rectify the situation.

I would have expected something in writing from the old and new provider and a router to arrive.