Broadband Service Provider - Tenant Issue

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  • Ring4Tee
    started a topic Broadband Service Provider - Tenant Issue

    Broadband Service Provider - Tenant Issue

    My new tenants have tried to sort out there broadband with the supplier for the previous tenants. the previous tenants took out a contract longer than their tenancy agreement and the provider is refusing to provide a new service to the new tenants until the previous tenants have cancel there agreement (there is an associated exit fee). The previous tenant have now stopped communicating. The new tenants have sought advice, from me, and I'm not sure what I can do to help. Does anyone have any advice please?

  • alex1
    replied
    Originally posted by JK0 View Post
    Interesting. I recently changed from using a Speedtouch 330 modem to a 'Brightbox' supplied by Orange.

    The speedtouch required username & password to be recorded on my computer, the same as with dialup.

    The Brightbox needs neither, as far as I can see. Are you saying that Orange encoded my username & password in its ROM before sending it to me?
    Different ISPs authenticate in different ways. Some require you to use a username and password specific to your account, which you may have to enter manually or which may be configured on the router before it’s sent to you. Some use a username and password that’s the same for all subscribers. Others just use your phone number to authenticate.

    I’m not familiar with the Brightbox in particular but https://ee.co.uk/help/help-new/home-...ernet-settings suggests it does have a username and password specific to you, which appears to be configured automatically when you set it up. Some posts on their forums suggest that it starts with a default username and password and EE then remotely log in to the router to change it to your specific one (it’s extremely common for routers provided by ISPs to allow the ISP to remotely configure and update them in this way).

    Returning to the original question: reading the links that 45002 posted, it appears that the new ISP should be able to sort this (though tenacity may be required). Only thing the landlord might be able to do is to supply any requested proof to the ISP that the previous tenant no longer lives there.

    Leave a comment:


  • nukecad
    replied
    Originally posted by JK0 View Post
    The Brightbox needs neither, as far as I can see. Are you saying that Orange encoded my username & password in its ROM before sending it to me?
    Yes, Orange/EE do this with Brightbox routers.
    There's usually no need to enter your broadband username and password as these are already set up.
    https://ee.co.uk/help/phones-and-dev...admin-password

    Brightbox routers are exclusive to Orange/EE and they already have your account and landline details so are able to programme that into the particular router box that they send to you.
    You just plug it in and wait a few minutes for the connection to be made.
    (Brightbox routers are 'hardwired' to only connect to Orange/EE, (@fs) so you couldn't use one on TalkTalk say).

    There are three passwords that are needed for any router.
    1. The DSL username/password that connects the router to your internet service. (Provided with your broadband account, or in your case programmed into the router).
    2. The router admin username/password that allows you to change the settings on the router itself. (Usually found on a card/sticker).
    3. The wifi password that allows devices to connect to the router by wifi. (Again usually on the card/sticker).
    It's that first one that you will not have for the existing BB service tied to a particular landline.

    I suppose the big question here is why you can't have more than one BB service/account on the same line at the same time, especially with fibre?
    You'd have to ask Offcom about that, but I suspect it's because of copper connections not being able to handle that, and it's not something you would normally want anyway.

    Leave a comment:


  • JK0
    replied
    Originally posted by nukecad View Post
    That wouldn't work, you still need the password to connect the router to the ISP/DSL. (Internet Service Provider/Digital Subscriber Line).

    The information on the router is only for connecting other devices to that router, which you can do but you will just get a message like this, and when you open the network login page you won't have the neededpassword for the subscriber line, only the original subscriber will have that:

    Capture.GIF
    Interesting. I recently changed from using a Speedtouch 330 modem to a 'Brightbox' supplied by Orange.

    The speedtouch required username & password to be recorded on my computer, the same as with dialup.

    The Brightbox needs neither, as far as I can see. Are you saying that Orange encoded my username & password in its ROM before sending it to me?

    Leave a comment:


  • nukecad
    replied
    That wouldn't work, you still need the password to connect the router to the ISP/DSL. (Internet Service Provider/Digital Subscriber Line).

    The information on the router is only for connecting other devices to that router, which you can do but you will just get a message like this, and when you open the network login page you won't have the neededpassword for the subscriber line, only the original subscriber will have that:

    Capture.GIF

    Leave a comment:


  • sam_cat
    replied
    Originally posted by theartfullodger View Post
    He probably doesn;t have the router or, even if he did, the info to use it (ID, password, wireless key ...).
    Just grab one off ebay.. The account information is auto-negotiated on connection, wifi details are usually printed on a sticker on the bottom (certainly for the big suppliers).

    But not sure if that would (in the eye of the supplier) mean that you are taking on the contract... I would certainly hide it and deny everything if I went down that path.

    Leave a comment:


  • theartfullodger
    replied
    He probably doesn;t have the router or, even if he did, the info to use it (ID, password, wireless key ...).

    Leave a comment:


  • sam_cat
    replied
    So previous tenant is still under contract for broadband to the property?
    Broadband is still being provided to the property?

    What is stopped the T from using the existing broadband service until this is resolved?

    Leave a comment:


  • jpkeates
    replied
    Originally posted by MdeB View Post
    Anyone know why it is not like other utilities, where a new occupier gets a fresh start?
    Because electricity, gas and water contracts are legislated into being, so that use of the utility creates a deemed contract.

    That doesn’t apply to telephone or broadband use and supply.

    Leave a comment:


  • nukecad
    replied
    Originally posted by MdeB View Post
    Anyone know why it is not like other utilities, where a new occupier gets a fresh start?
    Unlike other utilities broadband service has a specific, contracted, end date for supply to that property.
    And it comes via a dedicated phone line.

    Before that end date the BB provider can't disconnect that supply, or switch it to someone else, without being in breach of contract.
    The contract needs to be terminated, either by agreement with the existing customer or at the date it ends.

    While the dedicated line is subject to that contract no other company can access it either.
    (Although it should be technically possible to have 2 different, seperate, BB feeds down the same line, especially with finre, it would need more sophisticated (more expensive) routers and just isn't done in practice).

    Another option:
    The tenant or LL could have a second phone line (copper of fibre) installed, but of course that comes at an extra cost.

    Leave a comment:


  • MdeB
    replied
    Anyone know why it is not like other utilities, where a new occupier gets a fresh start?

    Leave a comment:


  • nukecad
    replied
    Originally posted by theartfullodger View Post
    T will have to use mobile BB in meantime.
    If T has a smartphone with data included in their plan then they can 'tether ' their phone to their computer or TV, either by wire or wifi (some TVs can also connect by bluetooth).
    https://www.verizonwireless.com/arti...ne-on-your-tv/

    I frequently tether my phone to my laptop by USB cable to use the 3G/4G signal when the landline broadband is playing up.

    If you set your phone to be a portable wifi hotspot more than one device can connect at the same time.

    It's surprising how many smartphone users don't realise that it can also be used as a mobile internet router/hub for other devices.
    And if you have unlimited data on your phone plan then no need to pay any extra.

    Leave a comment:


  • leaseholder64
    replied
    Virgin Media don't use the same infrastructure, so I would assume that you could use them.

    Leave a comment:


  • Ring4Tee
    replied
    thank you for your replies

    Leave a comment:


  • theartfullodger
    replied
    Ofcom

    T will have to use mobile BB in meantime.

    Leave a comment:

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