Ofcom moves on broadband home moving issues

Ofcom moves on broadband home moving issues

Thursday, December 14, 2006

Valentines Day 2007 should see at least one home moving issue sweetened. That’s the deadline Ofcom has given to broadband internet providers to deal with a technical problem known as ‘tag on the line’.

This refers to instances when consumers wish to sign up to a new broadband service – after moving into a new home, for example - but cannot because there is, or appears to be, a pre-existing broadband connection already registered to that telephone line in the name of a previous resident.

More than half of all complaints made to Ofcom for any reason between September 2005 and 2006 related tag on the line, sometimes known as ‘marker on the line’.

The new rules will also make it easier for users to switch between providers. Ofcom’s research reveals that while 83% of UK internet users who have switched provider found it easy to do so, a significant minority have encountered problems.

From February 14, broadband companies must give customers a numeric code called a MAC code when they want to move to a different company.

Without a MAC, customers can be left without broadband for some time while the transfer is made. Previously, MACs formed part of a voluntary code of practice supported by a number of broadband providers.

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