Broadband switching without notification / knowledge / consent

[StuB480BC]

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. 

[gg30340]

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

[Crimliar]

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

[StuB480BC]

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.

[WSH]

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

[StuB480BC]

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

[iniltous]

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 .

[WSH]

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

[StuB480BC · Accepted solution]

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...

[iniltous]

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 ?