The communications regulator, Ofcom UK, has confirmed that "a contractual dispute" with Entanet (supplier) is the cause of a major one week long "suspension of broadband services" at ISP Aspire Internet, which has affected both the providers retail customers and its resellers (Wednesdays news).

According to Aspire, the ISP had been in the middle of migrating "some circuits" (broadband connections) between upstream providers when Entanet "took it upon themselves to suspend all services". This subsequently triggered a mass outage that has now lasted for one full week.


Some customer reports have hinted that the work could be completed by Friday and Ofcom's comments would appear to agree with that assessment. The regulator has been informed by Aspire that the ISP is extremely busy and suggests that "customers should persevere in trying to contact them".

Ofcom suggested that affected customers whom wish to move their broadband service to another ISP can request a MAC (migration) code from their supplier, which we now know to be Entanet. However Ofcom warned that Aspire's process of migrating to a new supplier could delay its provision of MACs, at least until the move is complete.

ISPr's Broadband Migration Authorisation Code Help
https://www.ispreview.co.uk/new/complain/common_isp_complaints_migration.php#1

The regulator also pointed us to its Ofcom Advisory Team, which can be contacted on 0300 123 3333 (standard call rate) for individual advice on your circumstance with regards to a loss of service. Ofcom further notes that "customers, including businesses affected by the service disruption may wish to seek independent legal advice". That's not terribly helpful.


Sadly Entanet has refused to comment or rebuff Aspire's allegations against them, sighting reasons of customer confidentiality. However the supplier did confirm that they were currently working with Ofcom on a migration matter and would adhere to any contractual agreement with all parties.

The precise details of the dispute itself remain unclear, except for the usual uncorroborated rumours of unpaid bills. We are currently trying to find out which supplier Aspire are migrating to, as this could also affect service quality. Aspire have so far refused to return any of our hails and amazingly, despite all the publicity, has not updated their website to reflect the situation.