Thanks all is now resolved, having said 20 days initially I took the above advice and said I would make a formal complaint to Ofcom, the 20 days then became 5, Nothing after 5 days so back to them and the answer was "we meant 5 working days not including week-ends" we shall send it to you by email---it arrived the following day by snail mail with a letter asking once more why we wanted to change, "we were one of the first UK ISPs we are great etc."