TalkTalk has denied ISP industry allegations it is stealing thousands of customers from competitors every month.
BT-owned outfit PlusNet has led other ISPs in accusing TalkTalk of "slamming" - migrating broadband lines to its network without permission from the subscriber. PlusNet estimated 2,500 broadband customers were being "stolen" by TalkTalk every month, and is preparing a formal complaint to regulators.
A TalkTalk spokesman said: "Whether through a systems or human error...we can't say it never happens, but it's certainly not something we set out to do.
"It's not seen as an ongoing problem at anywhere near the levels being bandied about by some people."
TalkTalk said migration without a MAC code could have occurred because of its MPF full unbundling technology, where both the ADSL and voice line are transferred from BT. It said its policies mean the broadband should not be moved without express permission when it bags a new home phone line; voice only customers' ADSL should stay put.
A statement from the Carphone Warehouse-owned telco added: "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." ®