Rules around changing over ISP? BT have messed up

[Vanilla]

So I was going with BT phone and fibre Internet. All was due to be installed on the 4th December.

Last week they send an email to say they were putting back the install till the 19th December! I called to protest but they were insistent it couldn't be done earlier. I even went to cancel - still couldn't move it back.

So along comes the 4th and we get a message from BT saying the phone line has been moved over! Great! Unfortunately the fibre was still to be installed in the 19th.

The issue is our Internet has now gone because the phone line has
Moved over. We will have no Internet for two weeks.

What's the general consensus? I thought the new provider had to do everything to ensure no break in service

The least they could have done is to do both on the 19th
But it seems they just want to get you moved over ASAP regardless of what happens

 

[bremen1874]

In this case aren't the line provider and the broadband provider different effectively companies? The bit of BT that's going to be providing the broadband is as much at the mercy of BT Openreach as any other ISP.