[Bamboozled]

I've got a tricky problem and I'm pretty baffled.

I've beeen trying to switch from Vispa ADSL to BT Fibre. I signed up to BT over the phone when they rang at the end of August.

• The first switch was due to take place on 11Sep but was cancelled by Vispa.
• BT reordered it and the second attempt was due for 14Sep but it was also cancelled by Vispa.
• I rang Vispa's customer services number and was told they needed a letter giving 30 days notice before the switchover date. I explained that after ordering a migration with BT it takes them a lot less than 30 days before they attempt the switchover. Vispa's rep said that once they received the letter they would allow the migration to go through.
• BT's third attempt was due on 25Sep but Vispa cancelled again two days before. Royal Mail says they received the letter a week earlier.

I'd looked up the Ofcom guide for broadband switching and it makes no mention of needing to give 30 days notice.

You only need to contact the provider you wish to switch to, who will notify your old provider of the intended transfer - you do not need to cancel your contract with your old provider.

The Vispa Knowledgebase article: How do I cancel my account with Vispa?

Remember, we do not charge you to close your account, if you have used a MAC to migrate your service to another supplier, and any contract period has expired

If you have requested, and used a MAC to migrate (transfer) your service to another supplier, then you simply need to give us 30 days’ notice in writing to close the account, after placing an order with your chosen supplier, using the provided MAC. We'll then close your account 30 days from the date we receive your request, and issue a final invoice, taking payment via the payment method we hold on file.

If there is no open migration order when we receive your request to close your account, we will place a cease order against your service (chargeable), so please make sure an order has been placed with your new supplier, and you have been provided a migration date, before requesting account closure.

When you click the link from the Vispa Knowledgebase menu it returns a 404 because there's a rogue '?' in the URL. Your average customer couldnt reasonably be expected to be able to access that page.

I cant see that I've done anything incorrectly or why I should need to have provided a letter giving Vispa 30 days notice. I have a rolling contract. The information on Vispa's site is clearly out of date, makes no mention of the GPL process and instead refers to the system it replaced where you had to use an MAC. Are Vispa operating outside the new rules brought in by Ofcom in June or have I missed something?

I sent a complaint email to Vispa (worded very similarly to this post) on 25Sep and havent heard back yet. BT are making a fourth transfer attempt on 9Oct.

BT phone support is terrible and they don't give out support by email, although a mod on the BT forum gave me a link to webchat with a small UK based team. They were helpful and seemed to be the first person to understand the problem, but there's a limit to what they can do if Vispa keep cancelling the transfers a few days before they're due.

Does anyone have any suggestions for my next move?