Broadband switching guide

How to remove 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?

Ofcom has dedicated a page on their site detailing the actions that you should take if you have a tag on you line. They recommend that you contact the provider of which you would like to switch to (known as the 'Gaining Provider' or 'GP') as they should be best placed to provide accurate information and advice regarding the Tag. You can find a list of provider contact numbers here.

Keep a record of any calls, e-mails or letters to your GP. Preferably write to your ISP (always detailing your name, address phone number and customer ID or account number). That way you will have proof that you have tried to resolve the issue with your GP if you wanted to contact your previous provider or Ofcom.

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