TalkTalk Hijacked my ADSL !

Below is the detail of a ticket I submitted to NewNet.

-------------------------------------------------------------------------------------------------------

On the 22/04/2007 I received an MAC code from my old ADSL provider TalkTalk.

On the 23/04/2007 I used the above MAC code to migrate to you. The order was complete and active on 30/04/2007

On the 14/05/2007 my connection appears to have been hijacked by TalkTalk, my router also seems to reflect this as at clearly shows that I am currently connected via a ADSL2+ based product.

I have contacted support and spoke to Scott on the 14/05/2007 he concurred that i did not seem to have a connection with Newnet any more and that there was an outstanding order on my line.

I also managed to speak to a guy at BT wholesale (14/05/2007) who also confirmed that there was a current outstanding order on my line.

*********** forwarded a fault to BT on the 14/05/2007.

Can you please update me ASAP as to the progression of this fault and and a ETA on it's resolution.

--------------------------------------------------------------------------------------------------------

Hi David,

The fault was closed by BT as it was stated that you migrated away on the 15th, proof that another ISP have indeed hijacked your line. Also according to our records, you were migrated away on the 15th however we have no record of a MAC being issued, it seems that whoever you are with now have migrated you without your knowledge.

What you need to do is get in touch with whatever ISP you are now connected with and get them to issue a new MAC, or cease the line so you can place a new order with us. You will unfortunatly have to pay us for the reconnection charge, but this should be recoverable from the ISP who migrated you without your knowledge.

--------------------------------------------------------------------------------------------------------

i have contacted TalkTalk but it was like trying to get blood from a stone, in essence they don't see a problem.

What can I do to resolve this?

Edited by DavidBloor (Mon 21-May-07 10:58:17)

1) Do what Newnet suggest.
2) Record everything - get full names of everyone you talk to etc etc.
3) If talk talk don't refund you the fees Newnet charge for a reconnection then take talk talk to the small claims court.
4) Make complaint to ofcom if you want.

Sounds like they LLU'ed the exchange and all their customers en bloc, and neither they nor BT picked up you were not a Talk Talk customer any more. I believe it has happened before, but can't remember the thread.

Maybe TT would understand that if it is correct? And I would have thought BT were also at fault for not checking there was a TT tag on your line, it would have been Newnet. So if necessary you could have a go direct at them if you can find the contact info.

Bob - Newnet Lite, ex Prodigynet

Oh and a PM to Mr Saffron might be a good idea too. He has been very helpful with this sort of problem in the past.

Right i have just contacted TalkTalk and while they have admitted this shouldn't have happened they suggested the best course of action is to contact BT and get them to take the line back.

which BT probably won't want to do without a MAC code leaving you stuck....

Did TalkTalk refuse to give you a MAC code? That would seem to be the easiest way around sorting this out.

As per my other post, send a PM to Mr Saffron to see if he has any ideas.

In reply to:

---

Right i have just contacted TalkTalk and while they have admitted this shouldn't have happened they suggested the best course of action is to contact BT and get them to take the line back.

---

I hope they are suggesting that to be the best course of action for them to take. If they mean that you should spend your time sorting out their mistake, I would be inclined to send them a statement of my professional charges

John Underwood

They didn't refuse the MAC but they did not offer it either. To me it would be the easiest option but I am not happy with any charge that Newnet would place on me. Being fair I know this is not the fault of Newnet either.

I have just checked and today Newnet have taken a payment via Direct debit for a service they have not provided since 14/05/2007

The Newnet system probably thinks that you are still a customer as there is nothing to tell it that you are not. What has happened to you is unusual and you will fall down all the cracks in automated billing systems and automated connection systems. Be prepared for lots of hassle.

I would pay the charge that Newnet want as they are just passing on what they will be charged and they haven't done anything wrong. Feed this charge and the Newnet monthly charge to TalkTalk together with a charge for your own time.

Record everything so you have the evidence to back up a claim and don't let TalkTalk give you the run around.