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Playing Tag - dealing with a "tag" on your phone line
If you’ve just moved into a new place and are trying to get your broadband up and running, or have cancelled your connection but now want to get broadband again, you might have been told that you already have a connection, an incompatible product or a “tag” on your line.
Increasing numbers of people are being told that they have what is known as a “tag” or a “marker” on their ADSL line, blocking their line and preventing them from setting up a new connection and getting broadband at home.
What causes a tag?
As the broadband market has grown and become more competitive, more people have taken advantage of new, cheaper packages and switched provider - and some of people have ended up with tagged lines.
You end up with a tag blocking your line when a previous ISP hasn’t been fully removed from the line - either because the prior occupant didn’t cancel their contract, or because the wholesaler didn’t remove the ISP properly.
How do I get rid of it?
While your new ISP should be able to get in touch with BT Wholesale (www.BT.com) in order to get the tag removed, if they haven’t managed to do so within 20 days you’re entitled to contact them yourself.
BT Wholesale is not the same as the BT that consumers deal with, and doesn’t usually deal with members of the public, but because increasing numbers of people are experiencing tagging problems, Ofcom has arranged for BT Wholesale to deal directly with them. You can contact them on 0800 169 0934.
Keep a record of any calls, e-mails or letters to your ISP. Preferably write to your ISP (always detailing your name, address phone number and customer ID or account number). That way you can forward any correspondence to BT Wholesale as proof that you have tried to resolve the issue with your ISP before contacting them.
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