Transfers of calls

Transfers of calls and narrowband lines

41. As we explained in the introduction, these transfers to and from BT are  subject to industry-agreed processes (which also apply to transfers between other  providers). We will of course comply with these processes. If you transfer from BT, we will send you a standard letter confirming the transfer, [the content of which has been agreed with Ofcom] and the industry (and you will receive a corresponding letter from the provider to which you are transferring). Our letter will also include a BT number for you to ring if you believe you have been slammed.

42. If you transfer to BT, we will send you a letter by first class post within 5 days of accepting your order. The letter will include details of the service and the lines to be transferred, the date for provision of service, and information as to how the contract may be terminated once service has begun. You should also be aware that under the industry-agreed process, you are allowed to cancel your order without charge up until shortly before the transfer is due to take place. This right applies regardless  as to whether you are a residential customer or a business customer, and is quite separate from any legal rights you may have to cancel.