Author Topic: How to change Broad band supplier  (Read 994 times)

Offline LizzieL

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How to change Broad band supplier
« on: Thursday 20 September 18 17:42 BST (UK) »
A friend of mine wants to change her broadband supplier but the old supplier won't let her. She has been completely without broadband for 4 weeks and can't even access her email. Anyone any advice?
Berks / Oxon: Eltham, Annetts, Wiltshire (surname not county), Hawkins, Pembroke, Partridge
Dorset / Hants: Derham, Stride, Purkiss, Scott, Sibley
Yorkshire: Pottage, Carr, Blackburn, Depledge
Sussex: Goodyer, Christopher, Trevatt
Jersey: Fowler, Huelin, Scott
Essex/Herts: Livermore, Holgate, Law, Day, Myson, Boyton
Norfolk/Suffolk: Stone, Alexander, Tipple, Ingate

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Offline cristeen

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Re: How to change Broad band supplier
« Reply #1 on: Thursday 20 September 18 17:47 BST (UK) »
Maybe go down the route that the current supplier is in breach of contract as no service has been provided for a month
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Offline groom

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Re: How to change Broad band supplier
« Reply #2 on: Thursday 20 September 18 17:55 BST (UK) »
Unless she has a contract with her present provider that still has time to run, they can't stop her from changing. Due to recent changes the responsibility for managing the switch lies with the provider to whom a customer is switching.

https://www.uswitch.com/broadband/guides/switch/
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Offline Mart 'n' Al

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Re: How to change Broad band supplier
« Reply #3 on: Thursday 20 September 18 17:59 BST (UK) »
Try this link.  It is now driven by the new provider.  It is nothing to do with your old  (current) provider, as long as you honour the terms to which you agreed.

https://www.moneysupermarket.com/broadband/change-provider/

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Offline Tickettyboo

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Re: How to change Broad band supplier
« Reply #4 on: Thursday 20 September 18 18:02 BST (UK) »
Unless she has a contract with her present provider that still has time to run, they can't stop her from changing. Due to recent changes the responsibility for managing the switch lies with the provider to whom a customer is switching.

https://www.uswitch.com/broadband/guides/switch/

If she is still in contract then she can still switch, but would have to pay the current supplier a fee for early termination. However, as it seems they have been unable to provide a service for such a long time, that fee could, and should, be waived.
https://www.broadbandchoices.co.uk/guides/help/broadband-consumer-rights

The information on that site may help to find out how to resolve the problem.

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Offline LizzieL

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Re: How to change Broad band supplier
« Reply #5 on: Thursday 20 September 18 18:54 BST (UK) »
She doesn't know whether the contract has any time left to run. It is unlikely as it was set up by her husband a few years ago, but he has since died. She doesn't know what his password was, so has never received any bills for broadband or phone. When she phoned the supplier (non UK call centre) they were extremely unhelpful and told her the bills were sent to her husbands email account which she has no access to because she doesn't know the password
Berks / Oxon: Eltham, Annetts, Wiltshire (surname not county), Hawkins, Pembroke, Partridge
Dorset / Hants: Derham, Stride, Purkiss, Scott, Sibley
Yorkshire: Pottage, Carr, Blackburn, Depledge
Sussex: Goodyer, Christopher, Trevatt
Jersey: Fowler, Huelin, Scott
Essex/Herts: Livermore, Holgate, Law, Day, Myson, Boyton
Norfolk/Suffolk: Stone, Alexander, Tipple, Ingate

Offline PaulineJ

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Re: How to change Broad band supplier
« Reply #6 on: Thursday 20 September 18 19:00 BST (UK) »
She just signs up with a new provider.
They sort it out with the existing supplier.

She can also cancel the direct debit/continuous authority from her end
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Offline LizzieL

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Re: How to change Broad band supplier
« Reply #7 on: Thursday 20 September 18 19:04 BST (UK) »
She has signed up with new supplier, but they can't sort it out because the account with old supplier isn't in her name, it's in her late husband's name
Berks / Oxon: Eltham, Annetts, Wiltshire (surname not county), Hawkins, Pembroke, Partridge
Dorset / Hants: Derham, Stride, Purkiss, Scott, Sibley
Yorkshire: Pottage, Carr, Blackburn, Depledge
Sussex: Goodyer, Christopher, Trevatt
Jersey: Fowler, Huelin, Scott
Essex/Herts: Livermore, Holgate, Law, Day, Myson, Boyton
Norfolk/Suffolk: Stone, Alexander, Tipple, Ingate

Offline Midase

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Re: How to change Broad band supplier
« Reply #8 on: Thursday 20 September 18 20:05 BST (UK) »
Contact the supplier again and ask to speak with the bereavement team and explain to them what the problem is. She will probably then have to send a covering letter with a copy of her husband's death certificate (not a photocopy). She should then eventually be able to get access to the account and reset passwords and billing etc.