Service problems

Most people enjoy a reliable service from their provider. But if you run into problems, check the articles below to get some advice.

Broadband marker (‘tag on the line’)

Where a consumer already has a broadband service with another provider, in most circumstances changing to another company should be relatively straight forward. The MAC process allows for a broadband transfer to happen quickly and seamlessly. However, in some circumstances (such as a brand new connection), you may find there’s a ‘tag on the line’.

Mobile coverage

A mobile phone network is only as good as the coverage it gives you. In the UK, coverage has now reached a generally high standard in most areas. However this is far from guaranteed, particularly if you’re indoors, travelling or in a very rural area.

Delayed Provision/Installation

If you order a service – such as a new phone line – it’s obviously frustrating if it doesn’t go live on the date it should.

Delayed Repairs

Although there are no direct rules about repairing a service, Ofcom regulations do oblige communications providers to set out, in their contracts, what customers can expect of them.

Switching broadband (MAC)

If a customer already has a broadband service, it’s usually straightforward to change to a new one. The MAC (Migration Authorisation Code) process allows for a transfer to happen quickly and seamlessly.

Switching fixed line

If you choose to change providers, you want to keep that number and avoid any hassle for friends and family. If you’re a business, your customers will have your number in their phones and systems, and any change can also be very costly.

Switching mobile (PAC)

To make switching providers easier, and to avoid the hassle of having a new phone number, mobile phone customers have the right to take their mobile number with them. This is known as mobile number portability.

Anything else?

If your concern isn’t covered by the links above, see other areas.

If you still have a problem, just call our Advisory Team on: 0300 123 3333 or 020 7981 3040.

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