UK Broadband ISP Complaints Advice
Welcome to the UK Broadband ISP Complaints section, which contains detailed information and advice on the problems consumers often experience with Internet Service Providers (ISPs) and how to get them solved. To make life easier for our readers we’ve also split this section up into five common sense categories and ordered everything by priority. Please take careful account of each.
Complaint Topics
Common ISP Complaints and Advice
Sadly some problems are more common than others and as a result of this we have summarised a shortlist of the most frustratingly serious and frequently experienced complaints by consumers. Most of these situations will require a complaint (if the ISP does not resolve them) and it is advisable to pursue the proper ‘Official ISP Complaint Handlers and Procedures’ first.
1. Difficulty Gaining a Broadband Migration Authorisation Code (MAC).
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2. Tag on Line (Broadband Connection Ownership Conflict).
Tag on Line is an issue that can occur for consumers who are buying broadband for the first time or have just moved into a new property. Consumers may be advised by their ISP that there is a ‘tag on the line’ and that it will need to be removed before the new order can be progressed.
Tags can occur for a variety of different reasons and, in the majority of cases, the new ISP is best placed to investigate and fix the underlying cause of the Tag (it is their responsibility now), on the consumer’s behalf and, if necessary, liaise directly with BT to have the Tag removed.
Tag’s usually occur due to an error by the previous home owner (didn’t cancel their broadband service properly) or ISP, which fails to remove a marker that identifies a specific service as having control of the connection. Should both the old and new ISP be unable to tackle the issue then you should pursue it with BT Wholesale directly on 0800 169 0934.
3. Slamming (Mis-Selling).
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4. Serious and Persistent Declines in Broadband Speed.
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5. Frequent and Lengthy Broadband Connection Problems.
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6. Billing and Cancellation Errors.
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7. Unreachable Customer Support Departments.
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8. Lengthy Critical Service (Email, Website Browsing etc.) Outages.
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A MAC code can be issued by a provider for transfer of broadband services from one provider to another unless the following is true:
1) Your provider provides the line and you are connected using an MPF LLU account. No MAC can be created for this line the line is not transferred it is cancelled and your new provider creates a new line and broadband services on it.
2) Your account is inactive, this may be for a number of reasons too numerous to go into.
3) There is work of certain types being carried out on your line/broadband service. This work involves BTO and therefore the MAC cannot be generated. Again this work falls into various types.
Added to all this is the increasing regularity of the new Provider not using the MAC code and not informing the old provider, thus they set up Broadband on your line but do not inform your old provider, you can therefore continue to be billed by the old provider. This is not their fault but the fault of the new provider.
Always check after migrating that your old account is cancelled maybe 10 working days after migrating. If it is not, cancel the account, then go to your new provider and complain that the old provider was not informed you should get a credit for your hassle from your new provider.
Francis