TBi’s launch of new residential internet service has hit a snag. Customers say Bermuda CableVision has said it can’t assist them in switching their internet provider from North Rock or Transact to TBi.The issue appears to be over an interconnection agreement.It is understood some customers wishing to sign up for the new TBi service and transfer from their existing ISP have complained that they were told by CableVision reps that there’s no agreement with TBi or simply that it can’t be done. Customers with BTC had no issues being transferred to TBi.Customers in Bermuda select either CableVision or BTC for their DSL service and then an ISP for the internet.TBi president and COO Gregory Swan said he was aware of the problem.“We have worked closely with Bermuda CableVision and the physical interconnection is complete,” he told us.“All testing results have been very positive and meet our expectations. We are currently finalising an Interconnection Agreement that is satisfactory to both parties. We hope this can be finalised in the next day or so.“All customers with conditioned line service through BTC have been provisioned and service is up and running.”He added: “Customer response to our offering has been great and we will ensure that the service levels they expect from TBi are met. We made a commitment to Bermuda and we will provide the level of service that our loyal subscribers expect from us.”CableVision gave this response: “The parties remain in negotiations over the necessary interconnection agreement. CableVision expects that the parties will be in a position to interconnect very shortly.“TBi was among the first out of the gate in launching a new service after being granted its long-awaited Integrated Communications Operating Licence, or ICOL.It is offering residential internet Island-wide at no-contract prices, which also include access to TBi’s Wi-Fi zones around the Island.TBi’s 4MB to 10MB plans range from $49.95 a month to $79.95 a month.