Broadband Potential Issues

If your broadband order is unsuccessful because you have an incompatible product or additional service on the line, call BT customer services on 150. They should be able to tell you which product or service is preventing your broadband order from progressing, and what steps can be taken to remove the incompatible product. Alternatively, your phone bill might show which services are present. This problem is not related to the ISP you choose - all ISPs will be unable to provide you broadband service while the incompatible product is present.

Incompatible BT product	Description	Solution
Previous ISP marker or tag	When you cease (NOT migrate) service from one ISP, their marker is left on the line for a few days or weeks.	Call the old ISP's cancellations department and have them confirm that your bill is paid. Call the new ISP's provisioning department and have them pester BT Wholesale to confirm that no marker is present. If you do not know which ISP has their marker on the line, you may call the Ofcom Contact Centre on 0207 981 3040 to ask.
DACS installed	Allows two ordinary phone lines to be squeezed down a single copper wire as explained here.	Ask BT to invest in the infrastructure by laying more cables. Consider having a satellite broadband delivery rather than DSL.
Non-BT lines	For example if you pay line rental to a provider other than BT
New BT line	It takes a few days or weeks to enable a line for broadband	Call your BT sales operative and ask when you will be able to apply for broadband
Existing DSL service	Only one ISP can supply broadband concurrently.	Ask your existing supplier for a MAC key and pass it to the new supplier.
Subscriber Private Metering	Allows customers to monitor the cost of telephone calls as they progress.	Removal of service followed by re-application or install a new telephone line for broadband.
Call restrictions	Some line features (e.g. incoming calls only) are incompatible with broadband	Cancel such services.
30k Loop	A service that lets you move your telephone number outside the range served by the original area code.	Install a new telephone line for broadband.
Leased lines or non-BT line	Dedicated private connection to the Internet	Install a new telephone line for broadband.
ISDN (all types)	Digital telephone service, such as BT Home Highway, providing faster Internet connection than traditional analogue telephone systems.	The new ISP will arrange for a BT engineer to convert your ISDN line to a broadband enabled phone line. This will cost about £50 and is paid directly to BT.
redcare	A BT security alarm system that contacts the emergency services using a telephone line based signal.	Contact your alarm system supplier and ensure that a redcare Modem Compatibility Device is fitted, then re-order broadband.
red abc, redcare isdn and redline	Variants of the redcare service that provide monitoring and management information.	Remove service and re-order broadband or order a new phone line for broadband.
FeatureNet 5000 services	Virtual phone management system that provides companies with telecommunication and data services over a Virtual Private Network (VPN).	Install a new telephone line for broadband.
Meter Pulse Facility	Virtual phone management system that provides companies with telecommunication and data services over a Virtual Private Network (VPN).	Install a new telephone line for broadband.
PBX switchboards or AUX lines	Telephone systems and services commonly found in medium to large businesses.	Install a new telephone line (not on the PBX/AUX) for broadband.
Caller Display Unit – CD 50 and CD 1500	Device used to display the number of incoming calls.	Remove device then re-order broadband or install a new telephone line for broadband.