ISP And Phone Number Change

[Scream]

A neighbour of mine recently changed their landline number due to bogus and neusince calls. Anyhow while updating contact details with banks etc with the new number they thought they would better call Wanadoo to let them know of the new number.

The guy on the phone stated that he will do this but it will cost £25 and they will have no broadband for up to 10 days.

Their broadband is working perfectly so they don't know why they will have no broadband for up to 10 days and the £25 charge.

He did mention though that if they cancelled their contract and took out a new contract in a different name, there would be no £25 fee but still the cut off period.

What are your thoughts on this as you would think that if BT made sure the broadband was working on the new number, that would be it.

 

[tolien]

When they change number, everything gets ceased (including the ADSL) - if the ISP gets advance warning, they can cancel the cease.
Sounds like Wanadoo's treating it as a move though, not just a renumber...

 

[Scream]

But from what I've been told, BT told them that when they change the number they will sort the broadband out so that it will continue. I presume they do the change at the exchange hence why they still have broadband and the number was changed nearly a week ago.

The guy at wanadoo was told that its just a number change and the address still stays the same.

 

[tolien]

The folks they spoke to at BT won't be able to do anything with the ADSL service.

 

[Scream]

Even though their new number has been in use now for a week or more and the old one is gone, and their ADSL is still going strong with the new number, the connection will be terminated at any day?

Or will this only happen if they contact Wanadoo again and confirm that they wish to change their number?

The way it stands is, the broadband is working with the new number so why contact Wanadoo and end up with out broadband for up to 10 days?

 

[tolien]

the connection will be terminated at any day?

Quite possibly - ADSL doesn't (really) care about the phone number...

Or will this only happen if they contact Wanadoo again and confirm that they wish to change their number?

From the way you described it, Wanadoo have got it wrong (surprise) and think you want to move house - not that you've already got a renumber.
This link (bet it breaks before long) kinda backs that up:

We can transfer your broadband connection to your new location or telephone line if you've had your service with us for a minimum of one month, however please ensure that your new BT line has been activated before you call to transfer your broadband service. A moving charge of £25 (including VAT) will be applied for this service.

(my highlighting)

The way it stands is, the broadband is working with the new number so why contact Wanadoo and end up with out broadband for up to 10 days?

It's how long it'll continue to work, if there's a cease been put in for it.

 

[Scream]

Will the ISP know if a cease has been put on the line?

If there is, then they will have to get a new package sorted with Wanadoo or if they want to shift eleswhere.

Its no good waiting till the ADSL stops and then going to sort it out.

 

[tolien]

They should do.