No, a very old but trustworthy Netgear!

Why would having the same router help, aren't the connection credentials etc stored in the individual router's memory?

If the ISP is using TR-069 then a TR-069 capable router can pick up everything including the username and password from the ISP's system. The phone number is recognised and the link set up.

Takes 15 minutes or so on PlusNet - their booklet tells you to go away and have a cuppa, then come back .

So I phoned up Andrews & Arnold for a second opinion. They, in common with Zen, say they cannot enact a "cease and provide" because they don't own the tag.

Their only real suggestion was to try to get the landline provider to clear it. As I'm in the early stages of a contract I'm probably in a poor negotiating position, so I fear the worst.

I tried with Primus, but they won't do anything. I tried phoning Ofcom but they won't do anything either. This is crazy.

The existing broadband is with a supplier called "VTL Internet". Might anyone know who that is so I can contact them?

If this information is for the correct company and is correct, VTL Internet Ltd was struck off the roll in September 2011 and no longer exists. It's possible lines with their tag are now being run by another company - Zen or AAISP may be able to get contact details for you from BT Wholesale.

A further problem with trying to unravel the previous broadband is that you're a third party to that contract and have no right to bring it to an end - though you may be able to demonstrate the existing broadband should be ceased or migrated to you (in which case you'd get a MAC) if you can show the user has left the property.


This is beginning to fall into the "world of pain to sort out" bracket. It's a shame that you'd already entered into a phone contract with a cheap provider, who probably won't be that interested in helping you. They're providing the voice service they're contracted to provide.

I think the only quick and easy ways to sort this are to force a PSTN cease and reprovide on the existing line if you can, or have a second line installed.

Primus may agree to implement a PSTN cease and reprovide if you agree to pay their costs and possibly start a new minimum contract period with them.

Another way to force a PSTN cease and reprovide would be to negotiate early migration away to another provider who agrees in advance to cease and reprovide the line for you if that proves necessary. It may be best to contract with the new provider on a "phone and broadband" basis, so the new provider breaches the contract if they fail to get broadband working for you. Zen may be able to help as the new provider. Though I don't believe Primus can resist early migration away, they may well try to hold you to the charges for the remainder of the minimum contract period. Still, that may be cheaper than having a second line installed and any costs you incur by losing the existing number by ceasing the non-broadband line at the expiry of the minimum contract period with Primus.

The cease and provide for when this person moved into the property and put the line with Primus should have triggered a cease of the ADSL services already.

To the poster I suggest you point out to the broadband provider you are trying to sign up with, what Ofcom has to say about tags:
http://ask.ofcom.org.uk/help/internet-service/tagrem...

If the providers do stone wall completely, then email me [email protected] with pertinent details and will attempt to chase up with Openreach/BT Wholesale directly.

In reply to a post by MrSaffron:

The cease and provide for when this person moved into the property and put the line with Primus should have triggered a cease of the ADSL services already.

Indeed, Andrew - I'm surprised that there hasn't been a cease and reprovide already. My suggestions were on the assumption that somehow the OP has taken control of the existing service and migrated it to Primus, or simply got stonewalled by all involved.

Hopefully you can work with the OP to persuade BT Wholesale / Openreach of the error of their ways and get the tag cleared if the OP fails to achieve this by themselves. There is no reason why the tag should not be cleared based on what has already occurred.

Yeah, to clarify it was *I* who changed the landline provider to Primus. When I first moved into the house I was told I should sort the landline out first, then broadband (as I'd expressed a desire to separate the two).

I have contacted the employer of the previous occupant, who paid for the broadband. They were surprisingly helpful. I'm expecting a call back... but I really have no idea how likely this is.

Zen have stated to me that the Ofcom page about tags is not relevant to this case: https://forum.zen.co.uk/forums/permalink/45606/45605...

In reply to a post by gravelld:

Yeah, to clarify it was *I* who changed the landline provider to Primus. When I first moved into the house I was told I should sort the landline out first, then broadband (as I'd expressed a desire to separate the two).

That is the odd part as the transfer of phone to you and a new provider should have automatically terminated the broadband (normally any change of who the phone line is contracted to would cancel the broadband as well).

I'm beginning to wonder Primus haven't done something they should've.