I understand what it implies, but the OP doesn't make it clear where the rules state that the customer must not contact the supplier. In fact I was obliged to tell them they were in breach of contract.

I think these are the rules which apply

In reference to www.thinkbroadband.com/guide/migration.html:

Gaining Provider Led (GPL)

The provider you are moving to should handle the notification of your old provider on your behalf. If your telephone line is with a different provider to the broadband line and you are moving both to the same provider, make sure the new provider is aware they need to notify both providers.

The old provider once notified will send you a letter detailing any outstanding costs e.g. 30 day notice period or any price to pay off remaining months on your contract and what services are being moved. There should be a ten day period for you to notify the provider that the move is something you do not want to go ahead with, or that you never authorised the move. The system will presume you are happy to move if you do nothing.

The process is identical if you just have a telephone line, but ensure the new provider is aware if you want to keep your old number, so they can port it. The new provider should warn you if they are not likely to be able to port a number.

IMPORTANT The old provider is NOT allowed to make you a deal to stay with them or contact you to tempt you to stay. If you are trying to use the threat of leaving to get a better broadband/phone price you need to pro-actively chase the provider yourself before initiating the migration now.

The ten day notification period is designed to avoid slamming, providers will usually post a physical letter, but if they have explicit permission to do so they can email a notification. This question is often asked when originally signing up i.e. can they send the account notifications via email.

If your old broadband and phone are with two separate providers you should get two notification letters.

Any queries about the migration should be directed to the new provider.

I can't see anything there which says you should contact your existing supplier during the migration, except to cancel the migration.

Edited by deleted (Fri 04-Dec-15 00:47:42)

In reply to a post by BatBoy:

I can't see anything there which says you should contact your existing supplier during the migration, except to cancel the migration.

I agree, but equally there is nothing saying you must not contact them.

Why did you contact them?

My broadband wasn't working.

Did your new provider inform you which route will be used for your migration?

There are two ways that the switch should occur 'gaining provider led' and 'cease and provide', the new provider should advise which route will be used for your migration.

I'd have to check Plusnet's letter but http://community.plus.net/forum/index.php/topic,1463... implies .....

So it stopped working due to a fault at the exchange and your broadband has left EE and is now with Plusnet, but Plusnet can't get it working until your phone line also moves over to Plusnet. No-one to blame then, just a fault.

That isn't correct. Plusnet do not need the line.

The fault has been fixed. Plusnet are just being "jobsworth", as far as I can see.

The bb was taken over too early: again Plusnet shouldn't have asked BTO to transfer the service until 7th.