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Author Topic: Moving providers - should I inform the "losing" provider in advance?  (Read 1201 times)


  • Kitizen
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  • Posts: 1000


As in the subject, when I shift my services is it advisable to let the existing provider know in advance, rather than deal only with the new provider?   I don't want the shift to get held up because they need to confirm back to me, but nor do I want to give them any excuse to terminate the service prior to the shift.   

Tony S


  • Kitizen
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  • Posts: 2362
Re: Moving providers - should I inform the "losing" provider in advance?
« Reply #1 on: December 08, 2015, 12:48:48 PM »

I don't think so. All communication for the migration should be with the gaining provider.


  • Kitizen
  • ****
  • Posts: 3267
Re: Moving providers - should I inform the "losing" provider in advance?
« Reply #2 on: December 08, 2015, 04:08:51 PM »

Here is the process (extracted from ISPreview site).
The New Switching Process (Approx. Length: 10 Working Days)
1. A consumer contacts their new / chosen (gaining) ISP and requests to switch. By starting this process the consumer is also beginning an automatic cancellation of the old service with their existing provider.
2. The gaining ISP begins the order process by using the customer’s existing telephone number and postcode, which is sent to an electronic gateway for validation.
3. At this point if the postcode and phone number details are incorrect (i.e. they must be an EXACT match) then they won’t be validated and the order would be rejected (Openreach performs this test on BT’s national UK telecoms network, while for consumers in Hull it would be KC that does the check).
4. The old (losing) ISP is notified of the switch via the electronic gateway mentioned in no.2.
5. The gaining ISP sends out a Notification of Transfer letter to the customers address. This letter will be sent by normal post, unless the customer has explicitly agreed to receive the correspondence electronically (e.g. email).
6. The losing provider sends out a similar switching letter to the customer, albeit one that includes information about any exit fees or other issues that may impact your service (e.g. the possible need to return your old ISPs bundled broadband router). Ofcom states that there is a “prohibition on marketing statements / representations” during this period, which means the losing provider cannot use special offers or discounts to entice you into stopping the switch.
7. Should the consumer change their mind then, with effect from the start of this process, they will have a minimum of 10 working days to contact the new (gaining) ISP and stop the switch.
Meanwhile consumers who fear that they’ve become a victim of slamming (i.e. being switched without your knowledge or consent) should instead contact their existing (losing) provider, which will use Ofcom’s Cancel Other process to stop the order going ahead. Consumers are also advised to contact the gaining provider too.
8. If no cancellation is received within the 10 day transfer period then the service is officially switched.

If you tell the losing provider first, there is danger that it will take action that will stop your service, and cause you and the receiving supplier problems; delay in getting you new service up, and loss of phone number.