This topic

Broadband switching without notification / knowledge / consent

StuB480BC — Mon, 14 Jul 2025 11:03:28 GMT

Hi, really just posting for awareness, but any additional input or guidance welcome.

Our broadband went off at some point overnight between 13/07 and 14/07 with the router flashing pink. In the morning I went through the usual online troubleshooting which resulted in a text offering a callback.

The tech support operator (who was great) eventually found out there had been a switching request placed on 12/07. However, we hadn't made a request nor had we been notified of any request, and certainly not given any consent. And, according to BT's history with us, they knew their last communication to us was back in March.

I was transferred to another department who couldn't really give me any additional information but told me there was nothing that can be done until 15/07 when I can request the switch back. They also couldn't tell me how long it would take to get the service back up and running. They did offer to send out an EE minihub if there would be an extended timeframe. And they gave me a rapid response link to click for a call back.

The theory from both operators was that someone has entered the wrong address (ours) when switching providers or setting up a for the first time. That might be the case, but I am curious how it can happen without me being notified? No text, no email, nothing in the junk folder, no mystery letter or router turned up in the post today.

So, all in all a bit of a pain, but best to just follow the process I guess.

Re: Broadband switching without notification / knowledge / consent

gg30340 — Mon, 14 Jul 2025 15:35:41 GMT

This type of incident has become more prevalent since Ofcom changed the way to switch broadband to the "better" One Touch Switch

Previously anybody wanting to switch could not switch without the owner of the line that the switch was going to take over had been notified and agreed to the switch.

As far as I am aware there is now no need for the Internet Providers to no follow the procedure of notifying the person whose line is being taken over nor wait for their agreement.

They just need to confirm prior to the take over going through that the person taking over the line still want to do that.

See link

https://www.ofcom.org.uk/phones-and-broadband/switching-provider/switching-broadband-provider

Re: Broadband switching without notification / knowledge / consent

Crimliar — Mon, 14 Jul 2025 16:15:11 GMT

Literally from: https://www.ofcom.org.uk/phones-and-broadband/switching-provider/switching-broadband-provider

Re: Broadband switching without notification / knowledge / consent

StuB480BC — Tue, 15 Jul 2025 07:43:10 GMT

Thanks for posting. In this particular situation:
Step 1. Not done by me.
Step 2. I didn't receive anything.
Step 3. I don't have any service, let alone a new one.

Re: Broadband switching without notification / knowledge / consent

WSH — Tue, 15 Jul 2025 08:09:04 GMT

Deliberate slamming notwithstanding, it would help if people were not so incompetent at entering an address!

Re: Broadband switching without notification / knowledge / consent

StuB480BC — Tue, 15 Jul 2025 08:12:40 GMT

🙂 Agreed! I definitely think it's one of those in this case.

Re: Broadband switching without notification / knowledge / consent

iniltous — Tue, 15 Jul 2025 09:03:11 GMT

Ofcom , in their mission to enable quick switching are prepared to accept collateral damage , any checks etc the previous switching systems had , either a dual system, the MAC , Migration Authorisation Code , where you ask your current provider for a switch code then present that to the new provider ( not much chance of that going wrong, no code no switching ) , or even the NoT system that OTS replaced, with its period of 10 days to stop any slamming attempts ( accepting that wouldn’t have helped in this case if the sorry you are leaving communication wasn’t received ) but at each turn Ofcom insists what are ‘checks’ are really barriers , the OTS system even has the ability to arrange same day switching, imagine get an unsolicited call , you say not interested, but they ‘press a button’ anyway either by mistake or because they are a fly by night company, and later that day you are without service ….the real villain here is Ofcom .

Re: Broadband switching without notification / knowledge / consent

WSH — Tue, 15 Jul 2025 09:12:52 GMT

Well let's face it, any organisation starting with OF... has proven to be a waste of tax payer's money!

Re: Broadband switching without notification / knowledge / consent

StuB480BC — Fri, 18 Jul 2025 12:44:57 GMT

So not an erroneous switch after all. It turns out for some reason, according to the BT person resolving, someone at BT initiated this. I've not really been able to get to the bottom of why yet. My hunch is that it's possibly something to do with a broadband contract renewal that I agreed back in November. Since then our bills have been pretty much all over the place and nothing like what was noted in the contract renewal, I just assumed it was the direct debits sorting themselves out with the price differential between the old and new contracts. Looking into it now, myBT stated I was on Halo1 with an expired contract, my bill stated I was on Halo2 and the contract I agreed in November was on Halo3. Regardless, the person resolving has been pretty good with process, communication and following up, although it's taking time.

We got our landline back (on a new number) yesterday (17th). The Openreach engineer is scheduled for next week (23rd). We can then get our old landline number switched back. I was asked if getting our old number back or getting broadband back was more important. Went for broadband.

So that's likely to be 10-11 days without broadband service. First world problems I know, but a right pain. Anyone thinking I should have looked at my bills more closely, you're absolutely right. Any theories or additional advice, love to hear it...

Re: Broadband switching without notification / knowledge / consent

iniltous — Fri, 18 Jul 2025 12:59:54 GMT

If you have your service back , admittedly with a different number , what is the Openreach visit for ? that’s not necessary just to renumber your temporary number back to the number you want ….are you being upgraded to FTTP and that’s the purpose of the visit ?

Re: Broadband switching without notification / knowledge / consent

StuB480BC — Fri, 18 Jul 2025 13:23:31 GMT

Thank you. Not sure, the text notification said the engineer needs to go to the cabinet, not our property.

Re: Broadband switching without notification / knowledge / consent

iniltous — Fri, 18 Jul 2025 13:32:12 GMT

Sounds a bit odd , unless you had ADSL broadband previously (that’s delivered from the exchange) and are getting FTTC ( fibre to the cabinet ) broadband, then the visit seems unnecessary….just for clarity you said telephone is back albeit with a different number , but you also said when asked which was more important restoration of broadband or restoration of telephone toy said broadband, so do you have your broadband service restored or not ?

Re: Broadband switching without notification / knowledge / consent

StuB480BC — Fri, 18 Jul 2025 13:40:06 GMT

Sorry for the confusion. Yes, we have a telephone line restored with a different number. We do not have broadband restored. When asked about the priority, it was either broadband or getting our original landline number restored.

Re: Broadband switching without notification / knowledge / consent

Kimberlin — Sat, 19 Jul 2025 05:58:09 GMT

At least it wasn't some random inputting the wrong address that was the cause of your problem.

Interesting however to see the intial rush of blame on One Touch Switching without actually knowing the facts or extrapolating information from the intial report because that's the only info they have at the time and it's completely convenient to lay the blame there. Unfortunately, this happens all the time in life. OTS might occasionally be a problem, but probably only because someone is incompetent enough to not look at what they're doing when they initiate the switch.

I've recently done One Touch Switching without a single hitch, all completed within 5 working days. I even managed to input my own address correctly! No interaction whatsoever between me and BT other than them sending out their obligatory emails. I also don't have the additions of expensive TV packages or a landline that so many people seem to insist on having but seemingly rarely use, so I guess switching for someone in a similiar situation to me using OTS would be relatively simple.

I know plenty of people who for some strange reason, still keep a home landline for 'Just in case' purposes but then it just sits there doing nothing, unused, a pointless relic of the 20th century that only rings when spammers call. Still, if it keeps people happy, then who am I to criticise! I get it that there's a lot of 'elderly' folk out there who apparently 'need' a landline, but I know plenty of older folk who don't 'need' one and happily do without it.

And as an end piece, loyalty usually, rarely pays. So for those folks who have been with their utility provider for a quarter of a century and then suddenly realise they've been getting caned for years on payments, you've only got yourselves to blame. But it's all about amazing service isn't it?

Re: Broadband switching without notification / knowledge / consent

Jellicle — Mon, 04 Aug 2025 09:58:06 GMT

... there had been a switching request placed on 12/07. However, we hadn't made a request nor had we been notified of any request, and certainly not given any consent. ...

I can't help with your problem, but this seems to be what is happening to us and it sounds as if it might not be uncommon. BT assured me on Friday that it had been resolved but I have little confidence in the reassurance. (I have already posted about this.) I am beside myself with anxiety and can't sleep.

Having a landline is not just about elderly people who don't like change. In many circumstances I can't see my mobile phone. I am horrified that we could lose all our services without our consent.

Re: Broadband switching without notification / knowledge / consent

Kimberlin — Mon, 04 Aug 2025 10:03:50 GMT

The OP has since stated in a subsequent post that it wasn’t an erroneous switch initiated outside of BT?….

Re: Broadband switching without notification / knowledge / consent

Jellicle — Mon, 04 Aug 2025 10:23:39 GMT

Yes, but comments elsewhere in the thread indicate that this problem of switching without consent does exist and Ofcom's 'simplification' has caused it to multiply.

I said that what he initially described is apparently happening to us, without our agreement.

Re: Broadband switching without notification / knowledge / consent

Kimberlin — Mon, 04 Aug 2025 11:22:59 GMT

I assume when you state “Ofcom’s simplification” you are referring to One Touch Switching?

I myself have switched using OTS without problem. I agree though, I guess it would be entirely possible someone could initiate a switch through their own complete incompetence by inputting an incorrect address for example.

it would be interesting to see published factual data for how many unauthorised/erroneous switches have actually occurred since OTS was introduced before we place the blame on OTS.

Re: Broadband switching without notification / knowledge / consent

WSH — Mon, 04 Aug 2025 12:01:38 GMT

Oh, it's more common than you think. I moved into a new build 35 years ago and the post office, (bless 'em), told me the post code was 7AB instead of 1AB*. Was 12 months before someone identified the issue. Another example is I live in Myplace Close*. The next town has a Myplace Road. I used to have taxis turn up for Myplace Road regular. So, it does happen.

*Those are not the actual names, of course, but show the same mistake.

Re: Broadband switching without notification / knowledge / consent

Jellicle — Mon, 04 Aug 2025 12:20:13 GMT

I wonder whether it occurred to Ofcom that someone could initiate this maliciously.