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Customers of UK ISP Origin Broadband Facing Shock Disconnection

Thursday, October 18th, 2018 (11:02 am) - Score 4,664
Origin Broadband Logo 2016

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.

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Mark Jackson
By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he is also the founder of ISPreview since 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on Twitter, , Facebook and Linkedin.
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21 Responses
  1. Paul W

    I was with origin 7 months ago, worst mistake I have ever made. I actually paid over 500 pounds to cancel my contract as I had only been with them for 1 month. The way I looked at it was I pay them to do one or I stick with broadband that disconnected several times daily for over a year.

    • Darren

      Disconnected several times a day for over a year but you was only with them for a month ???

      Perhaps i am reading it wrong

    • Paul W

      It disconnected several times per day for the month I was with them so when I called to cancel they wanted the remainder or the contract paying so 8 paid it to get rid of them or I would have been stuck with the crap service for over 1 year which was the contract I signed up to.
      Hope this makes sense.

  2. Ashley H

    Im not surprises i was woth Origin for 7 months, daily drops, promised compensation, refunds etc, never received. In the end just gave up and cancelled my DD – so i thought! DD suddenly went live again and money started being taken out my account. Had to go to Ombudsman and they ruled in my favour. Awful Company

    • Mykola Hnatiw

      That’s funny, they still haven’t managed to set my DD up yet, paid for the super saver 18 month deal back in February last year, that’s obviously now finished and they haven’t taken a penny, they say the bank cancelled the DD and the bank say they did… I rang up as I had a txt to say they couldn’t take payment and thought that was that, they took acc details etc and still 3 months later they haven’t managed to set it up. My online banking still doesn’t show a DD for them. My online account with them shows bills, but even they’re wrong, seems I pay for line rental @ £18.95, broadband @ £0.00 and a static IP @ £1.49 .

  3. Old Digital Region convert

    They were a Plusnet partner. Sounds like they haven’t paid the Plusnet bill.

    Too small to go with BT Wholesale…May go TTB, Enta or Chess?

  4. Bob Jones

    AFAIK Origin moved their customers from PN to Vodafone a couple of years ago.
    Rumors on the ThinkBroadBand forums are that Origin are now moving customers from Vodafone to TalkTalk (TT) wholesale.
    I guess the Origin customers who are not connected to a TT exchange are being “let go”.

    • Curious since TT’s unbundled (LLU) network has somewhat better coverage than Vodafone’s LLU.

    • MM

      I suspect these will be the customers where they are on Vodafone but they cannot move them to TTB.

      TTB don’t do any 20C/21C services using BT Wholesale to partners leaving options limited.

      There are a handful of Vodafone exchanges that TTB don’t cover.

  5. Ray Fogwill

    I was with origin broadband for 9 months, by far the worst isp anywhere, doing customers a favour by dropping them, can,t see them being around much longer , total sh*t company.

  6. Tom O'Connor

    I have to say that I found the staff really helpful and willing to go above and beyond. I am affected by this mysterious situation. Reading between the lines, I am wondering if the fact that I live in the country may have something to do with it?

  7. Old Digital Region convert

    So by my count.

    Digital Region
    Plusnet
    Vodafone

    Now TTB?
    …..wonder who has got the bill they owe?

  8. Paul slack

    I stuck with origin for the full 12 month contract. At first they were really good, but towards the end service continually dropped. When I gave notice to end contract they became a nightmare, would not answer any emails, sent a bill for the cost of the router, then promised to reimburse postage if I returned it , which I did and they didn’t pay me. Total rubbish company

  9. James

    I didn’t receive a letter. Aww.

  10. Jeff

    I received the news of my pending doom with this company today.I had no problem with them atall ,i paid a year in advance three weeks ago i hope i get my money back .

    • Paul W

      I hope so too.

    • D Fell

      That’s worrying! For a network restructure you would think they would know in advance and wouldn’t take up front payments! Seems more and more like this is something decided by their supplier than by them

    • Curious

      @Jeff

      How did you pay?
      If Origin mess you about, go straight to your bank or your card issuer. Ask for an indemnity claim (for direct debit) or a chargeback (for credit/debit card).

      I’d be on the phone to them immediately now, though, just so you’re not having to chase it around after you leave.

      Tell them you want the refund done before your service transfers away. If you don’t get the refund by that day, start the process above.

  11. Billy

    Some people get all the luck. In my experience the only department at Origin that works as it should is Sales. The other departments are grossly understaffed to put it kindly.

  12. Jeff

    Hi paid by card still no refund i am waiting to talk to someone now as i have been waiting 20m mins on hold.They said two weeks ago my refund would take up to 7 days only trouble is i forgot to ask starting from when.

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