In reply to a post by MHC:

Except in this case the ISP has said "broadband order has been cancelled by BT as they will only allow one order to progress at a time ..."

For all we know Zen placed the line rental order first without the LORN, resulting in the subsequent broadband order being cancelled. If the OP placed a line rental order prior to the broadband order then fair enough, but I doubt that happened.

Edited by Oliver341 (Wed 08-Jul-15 11:58:01)

I emailed Zen customer services two days ago and also the CEO and so far have not had a reply from either regarding the mess Zen has made about the switch.
Today a letter arrived from Zen with the direct debit details and low and behold they have made a horlicks of this as well.
I will now wait until the beginning of next week to see if Zen contact me and sort things out and if not will cancel the switch to make sure I stay well within the 10 day cancellation timescale.
Any views about an ISP that can provide a decent service would be appreciated.

Are you meaning the new migration system 10 days? If so, fine.

Yes I do mean the new migration system.

Are you sure? Surely Zen shouldn't have placed any orders within the 10 days period of the new migration process as this time is to allow people to say they didn't do the order.

My understanding is that under the new system no MAC is required and if you decide not to go ahead with the switch for whatever reason you can and you are notified by your old supplier that a switch has been started.
In my case I did not need a MAC. I have had the letter from my current supplier telling me of the switch and my right to stop it, so yes I am confident it is the new system that is in place.

In effect, the other way round Ian. It's the gaining provider placing the order that triggers the letters and starts the 10 days.

Edited by RobertoS (Fri 10-Jul-15 10:19:19)

Duh. Of course it is - I think I must have fallen asleep there - forgot that it is the actual placing of an order that triggers the letter and the 10 day countdown.

I shall chastise myself for an elementary mistake.

And, for clarification, it's 10 working days.

That is correct it is 10 working days and that is what I was told by Zen.