ARGH help please!

chickletbecky999

have changed my isp from tesco to sky or rather i would have if i could but having problems as virgin have put a tag on my line, however i have never had anything to do with virgin! i rang them to see what can be done and why i have this tag, they said speak to bt, and refused to talk to me when i told them that i wasnt actually a customer, surprise bt referred me back to virgin and the circle goes on! i have asked sky to see if they can help but cant because of the data protection act, i visited virgin on line to see if i can email them but cant as i dont have a customer ref number, and after ringing them yet again to try and get some sense out of someone i was given a number to ring which doesnt exist. i have written to virgin to complain telling them exactly what the issue is but that was over 2 weeks ago and i am sick of waiting for a reply. the last time i spoke to bt i was told to call ofcom but was wondering if there is anyone who can help or offer advice on here first.

PaulK_3

You will need BT Wholesale to remove the tag from your line. Until that happens no one can touch the line or do anything.
Try Tel: 0800 169 0934 to see what they can do for you.
Other than that you will need to get a MAC code from virgin but as it was never your account getting a MAC at this point will be painful. Do you know when the tag was put on?
You could try 0845 045 0709 but I doubt if at this point VM can do anything as you will not be seen as the account holder for that line if someone has stuffed up.

Helix

Virgin run Tesco's Internet service so that will be why it is Virgin you are dealing with.

normanmark

PaulK wrote: »

You will need BT Wholesale to remove the tag from your line. Until that happens no one can touch the line or do anything.
Try Tel: 0800 169 0934 to see what they can do for you.
Other than that you will need to get a MAC code from virgin but as it was never your account getting a MAC at this point will be painful. Do you know when the tag was put on?
You could try 0845 045 0709 but I doubt if at this point VM can do anything as you will not be seen as the account holder for that line if someone has stuffed up.

BT Wholesale will only deal with Tags if they belong to a previous tennant of a property. As the OP is dealing with Tesco (A reseller of Virgin) then she needs to chase with them.

PaulK_3

Just wondering if the OP requested a MAC and whether that is the reason why they are having tag issues now?

normanmark

A tag is merely a broadband service on a line, that hasnt been removed. Nothing more than that.

Now if its down to the previous tenant, BT Wholesale will deal. If its the persons service that hasn't been removed by the provider then the provider will have to deal with it.

chickletbecky999

ah i see thanks for that folks, rang the number given for bt wholesale surprise they have changed it or disconnected it, number now not in use. emailed sky who were brill rang within few minutes to see if they could help and were helpful with their customer service (hooray at last!). rang tesco previously before posting on here and was told didnt need mac as on dial up since jan, changed number in october so must have been on broadband on this line between oct and jan?!ok was just about to pen letter to head of virgin who add i found somewher else so now will go speak tesco too.:mad:

chickletbecky999

wow out of desparation last night i emailed virgin press head person a ms judy wells and tonight have got a call from tesco who rent from virgin and had a mac code so free at last! thanks to all who replied and good luck with your cases, i found the press email on virgin.com then media and luckily it was received by someone who did give a damn for once. just as i was emailing tesco as someone had said on here thanks :rotfl: