Customers of UK ISP Origin Broadband Facing Shock Disconnection

Sporadic reports are coming in this morning from customers of the Doncaster-based ISP Origin Broadband, which appears to be giving some of their subscribers just 30 days’ notice to change ISP before they are disconnected due to a “network restructure outside of our control.”

So far we know of very few Origin subscribers that have this morning received the notification email about their planned disconnection, which has been confirmed as authentic via Origin’s Twitter support team. What isn’t clear is why this situations is so suddenly occurring (“network restructure” is an odd term to use and one that doesn’t give us any real indication of the underlying problem).

We have shot off a number of emails to our contacts within Origin in the hope getting to the bottom of this and finding out how widespread the impact is. In the meantime we’ve pasted a copy of the letter they’re sending out below.

Origin’s Shock Disconnection Letter

Dear *******,

We’re sorry to let you know that, due to a network restructure outside of our control, we can no longer offer you your current services. We understand this is inconvenient for you and that’s why we’re giving you time to find another provider by giving you 30 days notice from 17 October 2018.

With any broadband provider, there’s usually a 14 day lead-time for your order to go through. We recommend you place an order before the end of October, so there will be no interruption of service. You’ll continue to receive a service from us until the 17th November 2018, but we won’t charge you for your last months bill for line rental and broadband. Please note, you may be charged for any calls outside of a pre-agreed plan you incur during this time

As a valued customer, we’re sorry we need to do this. We want to help your move go as smoothly as possible, so we’ve listed some websites where you’ll be able to see what’s available in your area: [sites]

If you need any further support, please contact our customer service team on 0330 024 17 77.

Best wishes

Your Origin team

UPDATE 11:55am

A spokesperson for Origin Broadband has informed us that they are in the “process of ending a commercial relationship” with one of their suppliers, who previously allowed them to serve customers where their network didn’t have coverage.

Origin Statement to ISPreview.co.uk

Over the last year we have been migrating these customers onto our own network, or other partners, to ensure service levels are maintained, or improved, for them. We have been able to offer the majority of these customers Fibre products instead of ADSL at a vastly reduced rate – and therefore enhanced their experience.

However, as the quality of service for all customers is a priority, we made the difficult decision to have to cease a very small percentage of users, and it is these customers who received a 30 day notice period to move to another provider.

We will be working closely with those customers to ensure they have a smooth transition to another provider.