Tag on Line

With more people on-line than ever before, the broadband market is introducing bigger and better deals to attract consumers to their services.

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 is som ething called a ‘tag on the line’.

What is a ‘tag on the line’?

A tag is created when a broadband service is connected at the exchange. Without it, a service can’t be provided on your line.

Once a service is cancelled, arrangements should be made to remove the tag so that another company can provide services instead.

 However, this doesn’t always happen and the tag can remain on the line.

Until it’s removed, your new provider can’t offer you a service on that line.

How to get a tag removed

Under Ofcom’s regulations, broadband providers must do all they can to help customers switch. This includes removing tags left on lines.

If there is a tag, your new provider is best placed to investigate and fix the underlying cause. If necessary they can liaise directly with BT Wholesale/Openreach to have the tag removed. This is normally completed in 10 working days.

In some instances, your new broadband provider may need your help. This may 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.

If your new provider is unwilling to investigate the reasons for the tag, you may wish to consider an alternative provider.

Related issues:

MAC

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