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Update: Where has my broadband gone?
Monday 18 June 2007 18:45:09 by John Hunt

TalkTalk have got back to us with regards the issues we reported on earlier today where users have been transfered to TalkTalks LLU service, forcing them to lose their connection with their broadband provider.

We naturally take reports of customer 'poaching' extremely seriously. We don't connect anyone to our unbundled network unless our records how that they have ordered TalkTalk broadband and we can confirm that we don't migrate voice-only customers to our unbundled network.

Our network is based on a more advanced technology of Next Generation Network (NGN), similar to BT's 21CN. This technology (known as MPF) means that broadband services can be transferred between one provider and another without the need for a MAC code, as detailed by OFCOM in General Condition 14. However, we reiterate that we don't connect anyone to our unbundled network without an order for the broadband service.

TalkTalk currently operates at significantly below the industry average for alleged incidents of this kind and we are working with our industry partners to address these concerns and will undertake a full investigation of any issues raised with us.

TalkTalk response to PlusNet customer 'poaching' allegation

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Where has my broadband gone?

Comments

Posted by CARPETBURN over 9 years ago
quote "Our network is based on a more advanced technology of Next Generation Network (NGN), similar to BT's 21CN. This technology (known as MPF) means that broadband services can be transferred between one provider and another without the need for a MAC code"
That maybe but once people have freed thereself from these idiots and go back to BT MAX based products or similar who pays the connection fee or any migration fee for talk talks incompetence?
Posted by carrot63 over 9 years ago
Somehow the Talktalk response really doesn't surprise me. They're hardly going to put their hand up for it, are they?
Posted by hoodamanny over 9 years ago
They cut off my sky broadband that I was getting... The connection went from superb to slow as ..... and constantly disconnects.. I even asked them NOT to transfer me... seems the automatons know nothing about what the customer wants... Am back at bt!
Posted by ConsumersFriend over 9 years ago
Unfortunately until there are adequate penalties for such practices, businesses have little to lose and much to gain. If however they were to be fined an amount equal to the total possible revenue they could have generated from such practices then there would be an adequate incentive to put strict systems in place to ensure nothing like this could happen.
Posted by warweezil over 9 years ago
Why is it not required that written confirmation of the change in service be provided to the customer? Similarly, why is it "not possible" to cancel?

This looks t be a chaotic system that needs to be rethought as a matter of ugency. I would suggest a penalty of TWICE the potential revenue plus a compensatory amount per day for the customer until the change is reversed would be better. The system as it stands encourages underhand behaviour!
Posted by g-bhxu over 9 years ago
If you think about it, the total loss of revenue to Talk Talk would be zilch.

Anyone that had transfered their phonecalls and phoneline to Talk Talk, would just be getting the free 40GB broadband
Posted by ChristopherWoods over 9 years ago
Since when was Metallic Path Facility anything new? SMPF (Shared Metallic Path Facility), otherwise known as LLU, is something new. MPF has been around for ages.

There shouldn't even BE any incidents of this nature, regardless of what the industry average is. That there is even one incident of this happening is inexcusable - and unfortunately this isn't the only ISP committing this crime.
Posted by herdwick over 9 years ago
isn't there a BT / Openreach process where you get notified your line is about to be taken over by someone else to give you the chance to object ? Or does this only work if you have BT Retail line rental.
Posted by canopus137 over 9 years ago
Does the MAC do anything other than satisfy procedures for migrating customers (i.e. its absence would physically stop the change)? If it is only for "admin" purposes technology issues don't come into it.

Also how many times do TT records show something different from what the customer thinks they should show?
Posted by Redback over 9 years ago
BT Provisioning are required to block any LLU move if PSTN services such as ADSL are still present. It is their system that cocks up and allows the move, resulting in a "slam" the LLU operator is not notified and therefore knows nothing and is blameless. Talk Talk are not SMPF they are MPF so direct your questions to BT not the LLU operator. In addition there are no MAC codes on LLU, it requires transfer back to BT line rental (average 14 days) again nothing to do with the LLU operator.
Posted by deantg over 9 years ago
Redback
LLU (Local Loop Unbundling) makes Talk-Talk the 'Service Provider'. That means that any TT customers must make any service problems via TT they have no direct line of contact to BT.
Also TT are only MPF where they have installed their equipment in BT Exchanges where they have not they are SMPF and most of their problems are where they are MPF.
Draw your own conclusions!
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