ISPs clash in 'poaching' spat

TalkTalk has vowed to undertake a full investigation into allegations that it attempted to 'poach' customers from rival PlusNet.

The problem was first reported on PlusNet's community website, after the Sheffield-based ISP, now owned by BT, had received reports from some customers that their broadband service was no longer working.

An investigation into the reports found a common link between the customers - they had all recently signed up to telephone packages from TalkTalk, owned by the Carphone Warehouse.

It emerged that TalkTalk had taken control of not just the phone services for these customers, but the broadband lines as well, meaning that they could not get online.

"Strangely, none of our customers recalled ever opting to take the TalkTalk Broadband service. Nor did any of them remember being contacted for consent to have their broadband service stolen away from them. If they had, why would they be calling us confused over why they cannot connect?" Said a PlusNet spokesperson on the ISP's community website.

PlusNet expressed consternation that TalkTalk was able to do this without a migration authorisation code (MAC), which normally a customer would need to request from his or her ISP before they could get broadband from a different provider.

TalkTalk denied that it would have connected anyone to its service without being asked and said that it was taking the reports "extremely seriously".

"We naturally take reports of customer 'poaching' extremely seriously. We don't connect anyone to our unbundled network unless our records show that they have ordered TalkTalk broadband and we can confirm that we don't migrate voice-only customers to our unbundled network," said a statement from TalkTalk seen by Web User.

"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," the statement said.

TalkTalk also confirmed that it does not require a MAC to move customers onto its unbundled network, as it does not operate in the same way as the BT network.

PlusNet told Web User that it had received 20 reports in June about these practices, and was planning to take action.

"PlusNet has been in dialogue informally with Ofcom over the last month regarding this issue. Recently PlusNet has seen an increase in the number of cases and is planning to raise a formal complaint to Ofcom," PlusNet's Neil Armstrong told Web User.

Price-comparison service BroadbandChoices expressed concern for the customers caught up in middle of these problems.

Chris Eagle of BroadbandChoices said: "This is a very serious issue. Customers will find it difficult, and even costly, to migrate away from TalkTalk's unbundled network again, possibly having to enter into a new contract if they return to their previous provider."

www.plus.net
www.talktalk.co.uk
www.broadbandchoices.co.uk

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