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Broadband Choices

Need broadband? Ready to switch?
Get fair, unbiased advice in a language you understand
so you make the right choice.
 

Tag Line - Ask Our Expert

If you’re having technical, service or supply problems, or just have a question you want answering, why not write to OurExpert@BroadbandChoices.co.uk

Michael Phillips is product director at BroadbandChoices.co.uk and can help with anything from contractual problems, to giving technical advice or telling you how to speed up those slow movie downloads.

Q - Dear Michael,

I recently re-contracted with Orange Broadband but because of various problems, I had to cancel the contract after three weeks.

I called them and was advised that my contract had been cancelled, that no further charges would apply and that I would lose my connection within 10 minutes. An hour later I was still connected so I rang them, only to be advised that I wasn’t paying for it so I should make the most of it.

I did request a MAC Migration Code at the time, but was told that if they issued one my account would have to stay active in order for me to migrate. Because I didn’t have a provider in mind at the time, I wasn’t too worried about this.

However, I can’t now sign up with anyone else because my line is being “hogged” by Orange.

Are there any industry guidelines as to how long it should take them for them to disconnect and is there anything I can do to speed up the disconnection?

I hope you can help,

Jon O’Sullivan, via email


Our expert says...

It sounds like you have a “tag” on your line which happens when the previous ISP hasn’t been fully removed from the line, preventing a new provider from supplying you with broadband.

If you have contacted the provider that you now wish to switch to and they have told you there is a tag on your line, they should be dealing with BT Wholesale to have the tag removed.

If they haven’t managed to get this done within 20 days, then you’re entitled to get in touch with BT Wholesale yourself. They don’t usually deal with members of the public but as increasing numbers of people experience tagging problems they have agreed to do so.

Ask us a question

If you have a general switching or provider query please email us at Advice@broadbandchoices.co.uk otherwise email OurExpert@broadbandchoices.co.uk


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Page Last Updated: Wednesday, 5-Nov-08