Problems with Tiscali/Eclipse

Ok, long story short.

There once was a phone line with Eclipse broadband.

Eclipse migrated the service to Tiscali under Tiscali LLU.

But Eclipse still provided the service.

The service was transferred to a new number a few months later.

We want to setup a new account with Eclipse on the line old line.

Eclipse cannot do this because of "Incompatible Products", or the
Tiscali tag. They say we need to speak to Tiscali to get a MAC Code.

BT Wholesale say that Tiscali have a Tag on the line.

Tiscali cannot provide us with the MAC Code because we are not the
customer and Eclipse have taken ownership of the line.

BT say that we are Tiscalis customer, and have given us the Circuit
Numbers and Order Numbers to prove it.

So what now? How do we get Eclipse broadband on the line?

Cheers
Simon

Simon Dean wrote:
> So what now?

Have you spoken to the BTwholesale Tags-On-The-Line team and asked them
to help? What exactly did they say?

Paul Cupis wrote:
> Simon Dean wrote:
>> So what now?
>
> Have you spoken to the BTwholesale Tags-On-The-Line team and asked them
> to help? What exactly did they say?

Yup.

Spoke to them an all.

They say to speak to Tiscali because they do not have any powers to help
- not unless we're a new occupant of the building or something.

They said if I don't get any joy with Tiscali, to complain to Ofcom.

So I have.

Complaint to Ofcom is ISPA.

There is nothing more I can do.

It's been going on since April. But I've only just got involved in the
past couple of days. All that time we've been trying to get Eclipse
and/or Tiscali to get something sorted out. They havent.

Cya
Simon

Simon Dean wrote:
> It's been going on since April. But I've only just got involved in the
> past couple of days. All that time we've been trying to get Eclipse
> and/or Tiscali to get something sorted out. They havent.

My recommendation would be to write (yes, write!) to Tiscali detailing
the situation and ask them to:

a) check for themselves whether they have tag on the line from the
point of view of Openreach/BTwholesale
b) remove said tag

You might consider cc'ing BT/Ofcom/ISPA.

You might also like to try detailing the case on one of the forums of
thinkbroadband.com in case there is anyone there who can better advise.