The ADSL line is blocked sometimes preventing people from setting up a new connection and getting broadband at home and are being told that that they have a “tag” or a “marker” on their ADSL line. This type of problems occur when you have just moved into a new place and are trying to get your broadband up and running, or have cancelled your connection but now want to get broadband again, You may be told that you already have a connection and you have a “tag” on your line.

What is “tag”?

In the growing competitive broadband market people go for cheaper packages and switch providers. In the switching process some people end up with tagged lines. This happens when the previous ISP hasn’t been fully removed from the line. This may happen when the previous contract is not fully cancelled or the wholesaler (BT Wholesale) didn’t remove the ISP properly.

Actions to be taken by users when facing a “tag”.

The new provider should be able to get in touch with BT Wholesale at www.BT.com and arrange to remove the tag. This is to be done with in 20 days. If not so the user is entitled to contact BT Wholesale directly. BT Wholesale doesn’t usually deal with members of the public directly. But since the tagging problems are faced by increasing numbers of people Ofcom has arranged with BT Wholesale to deal such problems directly with the public. You can contact BT Wholesale on 0800 169 0934.

You have to keep a record of all calls, e-mails or letters that you have sent to your ISP. It is always better to write to your ISP with full details of your name, address phone number and customer ID or account number. By doing so, you can forward any correspondence to BT Wholesale as proof and explain them that you have tried to resolve the problem yourself with your ISP before contacting them.