Switching Broadband Providers

For millions of broadband
users who may be tempted by a better deal from another provider, the fear has always been that of being stuck in an “internet-less limbo”, waiting until their new service is switched on.

Thankfully, changes to the way switches take place have dramatically improved the situation.

On 14 February 2007, Ofcom introduced a code of conduct for moving between broadband service providers called the MAC Code of Conduct.

If they wish to switch, broadband customers need a Migration Authorisation Code (MAC). The Migration Authorisation Code is a 17 to 19-digit unique identifier code consisting of both letters and numbers.

MACs usually begin with "BBIP", "FTIP", "BBDS", or "BBDP", and consist of 4 letters, 7 numbers (sometimes up to 9), a forward slash, 2 letters, 2 numbers, and 1 final letter.

Once requested, your internet provider should provide you the MAC code within 5 working days. This code will then be valid for 30 days in which the customer may switch broadband providers. While it should not take any longer than 10 working days to switch your broadband, there is no set limit imposed on broadband providers to switch you to a new provider and it can take up to 5 weeks.

Your internet service provider cannot refuse your request for a MAC code and must not charge you for the code either. This was introduced to help ease the process of switching your broadband and also allowing the switch to be done in just a few hours resulting in a temporary loss of internet.

The only exceptions for refusal are as follows:

• The account holder does not comply with standard checks by the ISP
• A contract is already terminated
• The MAC has already been requested
• The ISP has already submitted a cease request
• The ISP is unable to obtain a MAC from ISP whom customer is switching to

These rules were set by Ofcom, although, some broadband providers have been known to bend the rules just a little.

This has led some questions about whether some broadband service providers try and make it as difficult as possible for you to switch.

Even though broadband providers must comply with the rules, most providers will try to convince you to stay. They may question you about who you wish to move to and your reasons why and single out comparisons between themselves and their competitor in an attempt to hold on to you as a customer.