Tag on the Line

I have tried to sell Plusnet to my employer as we want a new broadband line, there is an issue that there is a tag on the line we want to use although this is either an error or it was on the line from before we took it on.

Our IT support phoned Plusnet and they said 'cal us back when you get it sorted out' but I thought that they would act on our behalf to sort it all out - is that not the case?

That is a good reason not to go with Plusnet.

There used to be a publicly available number for you to contact the specialist BT Tag team, but it was withdrawn a while ago. The system now is that the prospective ISP contacts that team instead.

So if the ISP sales/support don't know that it isn't very impressive and doesn't bode well for when there is a problem later on.

See also this thread.

Hi,

The info below is on their help pages under House Moves - http://www.plus.net/support/customer_service/house_moving.shtml, there's a number for BT there you could try.... I'm the OP for the long house move thread on this forum, just had a nightmare trying to move house with PlusNet and it turned out to be due to a tag on the line - took them > a month to work it out. Unfortunately, with only limited internet access at work, I didn't see the info below so didn't get a chance to try it myself...

c. Tags On The Line
A tag, or marker, is placed on a line to indicate that the line cannot have a broadband service installed on it. There are 2 types of marker.

* Broadband marker � this is the most common marker, placed by another service provider when they are responsible for providing a service on the line. If someone moves house but the marker is not removed, this will prevent us from placing a broadband order.

If a tag is on the line, then it is possible to arrange for BT Wholesale to remove it. BT have a dedicated �tags� team who can be contacted on 0800 1690934 - you can call them and arrange for the tag to be removed from your line.

* Hard marker - this shows there is something physical stopping the broadband being activated on the line. If the property is old, it may have an old style BT bell box (installed before modern phone sockets and didn�t have a connection point, as the phone was effectively hardwired into the line).

Without a phone socket, there would be nowhere to plug your micro filters in. In addition there would be no connection for your broadband equipment, so the line cannot have a broadband order placed on it.

If there is a hard marker, it will be necessary for you to call your phone provider and ask them to have that marker removed from the phone database, this will then allow us to place your broadband order.

Hope it might help? Although, one would think this was PlusNet's job - you have to wait for them to tell you if there might be a tag, then find this phone number because they don't give it to you directly, and then phone BT yourselves, then PlusNet try connecting again...

Vanda

TBH it sounds like a process has broken down/not been followed correctly. I'll follow this up internally and see what's happened.

Tut tut - that is out of date, Tags desk is now ran by Openreach and it is the gaining ISP's job to chase, verifty user etc

Official link on this at http://www.thinkbroadband.com/news/i/3679.html

Indeed, I'm getting a problem raised to get that page updated.

Thanks for that, in our case it appears that there is a broadband marker on the line - but the tags team number 0800 169 0934 just rings out

Can you PM me your account username, I'll have a look and see what's going on.

We don't currently have an account, as I said I am trying to sell Plusnet to my employer (as I believe Plusnet are a proactive ISP)

My username is macowens (on F9)

What we are looking for is an ISP that will take this forward - we can't!

Edited by macowens (Tue 09-Dec-08 10:36:15)

That information on Plusnet's web site is out of date as I said. See the post by MrSaffron in this thread and chrisparr's response to it.