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This section contains detailed information and advice on the problems that consumers often experience with their broadband Internet Service Provider (ISP) and how to get them resolved.
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 Tag on the Line (Broadband Ownership Conflict)
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This is an issue that can occur for consumers who are buying broadband for the first time or if you've just moved into a new property. At this point 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. In some instances, your new broadband provider may need your help and this might require you to contact your old provider or arrange for an incompatible product (not necessarily related to an internet service) to be removed from your line.

In the majority of cases your new ISP is best placed to investigate and fix the underlying cause of the Tag (Ofcom has issued guidance to the industry which gives the new / gaining broadband supplier the authority to clear your line) and this process should normally be completed in 10 working days, but many are often fixed within 24 hours.

Tag's usually occur due to an error by the previous home owner (e.g. they didn't cancel their broadband service properly) or the property's old ISP (i.e. the service might have gone bankrupt before the customer could switch), which then fails to remove a marker (tag) that identifies a specific service as having control of the connection. If your new provider is unwilling to investigate the reasons for the tag and remove it then you may wish to consider an alternative ISP.

Ofcom's Tag on the Line Guide
http://ask.ofcom.org.uk/help/internet-service/tagremoval
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