A MAC code, (Migration Authorisation Code) is a code like a serial number that identifies your broadband connection in a telephone exchange. When you switch between broadband providers the old broadband provider passes it on to the new provider and they pass it on to an engineer to simply switch your connection across in your local telephone exchange.

Whilst it's not essential to have a MAC code to switch between broadband providers it makes it a whole lot quicker and easier. If you don't have the MAC code it means your broadband has to be disconnected, located by the new provider and then reconnected again. This process takes up a lot of time and hassle.

A number of broadband providers have signed up to the MAC code voluntary scheme supported by Ofcom. By signing up they have made a committment to send a MAC Code within 5 working days and the broadband providers who switch the customer are committed to switching them in 30 days or less, (the MAC codes are out of date after this time anyway).

You can see who's signed up here: http://www.ofcom.org.uk/advice/codes/bbm_cop/

We want to expose broadband providers who are MAC code offenders and make it hard for people to switch. Tell us your MAC code nightmares and name and shame the broadband providers who don't provide them and have caused you the most hassle or even resorted to dirty tactics to prevent you from switching, (this also includes providers signed up to the MAC code scheme as well).

We'd like to create a league table of the biggest offenders and when we've got enough information behind us we're going to publish our results in the media, (if you want to be a case study then please indicate in your post).

So come on then who's first?

Regards

Jason Lloyd
Broadband Channel Manager
moneysupermarket.com

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Jason Lloyd
moneysupermarket.com
0800 298 5770

" We're here to help you find the best deal and avoid the pitfalls through sharing knowledge and experiences."

Well by looking at the Talk Talk thread it seems that we've got at least once disgruntled Talk Talk customer who had problems with their MAC code.

As far as I'm aware Talk Talk are not a part of the voluntary code of practise to issue MAC codes or even use them to switch customers.

If anyone else has had any similar problems with their MAC code and their broadband providers let us know?

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Jason Lloyd
moneysupermarket.com
0800 298 5770

" We're here to help you find the best deal and avoid the pitfalls through sharing knowledge and experiences."

Well the good news is Ofcom have announced their intention to make the use of MAC Codes compulsory for all broadband providers.

http://www.ofcom.org.uk/media/news/2006/08/nr_20060817

For the consumer this is fantastic news, it means that they want the broadband industry to adopt the code of conduct to make it easier for consumers to switch their broadband connection, either from one provider to another or if they move home.

It's great news for the industry but not good news for those providers who are currently not signed up to the MAC Code of Practice.

Keep naming and shaming and letting us know of any provider who has been out of order with MAC Codes because sometime soon their actions could be illegal.

Jason Lloyd

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Jason Lloyd
moneysupermarket.com
0800 298 5770

" We're here to help you find the best deal and avoid the pitfalls through sharing knowledge and experiences."

I've been trying to get my MAC code from TIscali now for about a month, every time I phone up (on 0845 077 4488) I'm put on hold for around half an hour til I give up. So not only are they still charging me for Broadband I don't want, my phone bill is massive!

Tiscali are terrible for everything. I gave up trying to get a MAC off them in the end and just decided it would be quicker to have the internet cut off and then reconnected. It took ten days all in all to change to AOL

Tiscali have or are in the process of porting the majority of their customers to their ill fated LLU network. Of course, no-one was informed of this plan.
As well as the poor performance of the network itself, you'll not be pleased to learn that as yet there is no automatic migration path from LLU to LLU or BTw IPStream/DataStream.
Therefore, your options are severely limited (To about two ISPs) even if Tiscali were to issue you with a MAC.

Apart from Tiscali is there anyone else who is willing to share their experiences of dealing with MAC code problems?

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Jason Lloyd
moneysupermarket.com
0800 298 5770

" We're here to help you find the best deal and avoid the pitfalls through sharing knowledge and experiences."

Plusnet use underhand tactics to block migration

Having recently moved house and endured the hell of interupted service from Plusnet, for which I was charged 5.85 to move, they now say there is a further deferred charge of £47 which reduces by 20% pa which will be due if I want a MAC code. Is this legal as it was never made explicit that such a charge would be made. Any changes such as this have to be arranged over the internet, rather than by human contact and it is difficult to understand quite what is going on. If your intrenet conncection goes and you need support you are completely unable to do anything as the telephone support (not free) has a fourty minute queue while your phone bill goes through the roof waiting for at best rushed and cursory service.

Had I know of this 'hook' I might have opted to cancel my service altogether (on one months notice)

Bert Clayton

Hi Jason - My mac code expires very soon and I still haven't decided on another ISP. What I want to know is, if I don't use my mac code by the expiry date, what will happen? Will my account be suspended, in which case, will I not be able to be to connect to the internet? A prompt response from you would be appreciated. Many thanks.

Hi Sara

If you don't use your MAC inside the 30 day expriy period it means that your connection will stay with your existing provider and you would need to get a brand new MAC code to switch to someone else.

I hope this helps?

Jason

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Jason Lloyd
moneysupermarket.com
0800 298 5770

" We're here to help you find the best deal and avoid the pitfalls through sharing knowledge and experiences."

Thanks Jason for your reply - does this mean it won't be suspended? I can just keep using my current ISP? I just wondered what my current ISP meant by 'your account will be suspended if you don't use your mac code by the expiry date'. So, you're saying I will be able to use my service still? Thanks.

Unsure what policies your ISP has in place in terms of how they deal with people who have decided to switch and received their MAC code, but technically speaking if your MAC code expires your broadband connection is still with your existing provider so switching it back on again is easy.

Jason

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Jason Lloyd
moneysupermarket.com
0800 298 5770

" We're here to help you find the best deal and avoid the pitfalls through sharing knowledge and experiences."

Hello there!

Well, the time has come for me to jump on the 'name and shame' bandwagon! And yes, what as surprise....! Its TISCALI!!! This isp is an absolute nightmare! They have obviously come up with a policy to stem the tide of withdrawing masses from their services! I have written; i have emailed; i have called and called and called their MAC and Cancellation line with not so much as a single human voice to greet me! I CANNOT get through to anyone! Its obvious that they are deliberately ignoring customers. They just dont want the 'exodus' to continue! Is it still a long, drawn out ordeal to phone BT, get them to disconnect ADSL, reconnect ADSL, etc? Do you really lose internet access for 2 weeks? And does anyone know if it costs a lot for BT to do that stuff? I'm seriously considering it anyway, because, at the moment, i feel i am a prisoner in the Tower of Tiscali!! They just wont let me go!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Help, please!

TISCALI avoid them like the plague

completely cynical system of refusing to send MAC code by email

then long phone a call to unhelpful telephone line

then more excuses about " certain exchages"


finally offer a MAC code after 4 weeks so that it has expired before it can be used

eventually agree by letter to cancel the servic...takes 10-15 days

then guess what...can only get another department to lift the ISP marker fron BT line after 10- 15 days


all of this can run to 90 days by which time the new ISP provider has closed the facility down due to 90 days lack of use...


Tiscali are a scandal and disgrace ;would rather bank with Cosa Nostra with Machiavelli as the manager...at least you know yr being ripped off

Tiscali are a cancer of a company and would not advise a even G Bush to use them.

Least trustwothy than S Hussain

will be sending this to OFCOM

That is just shambollic! How they get away with it is beyond me!

On the point of 'reporting to offcom', i tried this! What a nightmare that proved to be too! If you have any joy on working out just how the hec you report a company for disgraceful business practise, i'd be keen to hear back! I followed all the steps they tell you and ended up with nothing! So i ended up reporting 'Offcom' to Offcom!! I just sent them an email complaining about their complicated complaints procedure! Needless to say, i've heard nothing back....

Has the world gone mad!??