problem ordering new broadband

[builder22]

this is a bit strange/complicated, so let me explain

over 2 weeks ago my broadband stopped working, my provider was BT Yahoo so I contacted them. Long story short....the payments have not been taken from my bank account in a long time and BT have no record of any services being supplied to my telephone line/number. I was advised by a BT operator that I should place a new order for broadband. I have tried this with Zen internet but they are saying there is a BT Retail tag on the line and is showing as active, even though the broadband has definitely been cut off.

Have spoke to BT on numerous occasions with varying degrees of succeess, one guy tried to remove the tag and gave me a tag query reference number and knew what he was talking about. Anyone else I have spoke to have either just wanted to get me to place an order with BT or openly admitted that the problem was so rare that they didn't know how to deal with it. One thing that I have been told a few times is that my new ISP (Zen) should be dealing with trying to get the tag removed. I emailed Zen to try get them to get it sorted and got this reply

I have had a response from the tags query that has been raised and this has now been closed as a working asset has been found on the line as stated from the tags report below.

1. Thank you for your enquiry regarding Tag on the line for Telephone Number: xxxxxxxxxxx Please be advised that our suppliers have informed that there is an open active BT Wholesale service provided on 12/06/07

Unfortunately we are unable to do anything more as a working asset has been found on the line, this means that the only people who can clear this is BT Retail.

A working asset means that you have an active service on your line

The only way to progress with your order through us is to provide a MAC code or to get BT retail to clear the line of all their services.

any suggestions

I have googled the problem and found others with a similair problem who have had to go to the extent of ordering a new phone line, I'd like to think that this wasn't necessary but not sure!

 

[MissChief]

I wouldn't bother with the call centre people. half of them won't even understand what a 'tag' is.

[email protected] is your man to get things moving.

Usually in this situation the new provider can request a TAG removal if there's no active service so Zen are correct. What you need is a MAC from BT or tog et BT to actally cancel the service. IF it's anything like Sky's system there should be someone somewhere that can either request the TAGS be removed or can supply a MAC.

 

[~Divine~Wind~]

But will BT provide a Mac code if they have no record of working BB service?
You could always just ask BT to cancel any/all services at the property?

 

[builder22]

Spoke to BT again this morning and they said they can see there used to be broadband on the line but have no record of when or why it was stopped. They can also see there is a tag on the line but can't do anything about it. They said it needs to be Zen who contact BT Wholesale to get the tag removed and take over the line and there was nothing more they could do.

Have sent an email to that address, will also try Zen again but they are closed at the weekend, which is actually making me think I should try someone else.

edit - had a response from that email saying one of the team will get back to me by monday at the latest, hopefully this will get me somewhere!

 

[builder22]

I wouldn't bother with the call centre people. half of them won't even understand what a 'tag' is.

[email protected] is your man to get things moving.

Usually in this situation the new provider can request a TAG removal if there's no active service so Zen are correct. What you need is a MAC from BT or tog et BT to actally cancel the service. IF it's anything like Sky's system there should be someone somewhere that can either request the TAGS be removed or can supply a MAC.

Many thanks for this info, all sorted now. They gave me a mac code in the end.