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The most talked about subject on our
broadband forum is users
looking for advice on how they can switch broadband
provider. The reason why it's so hard operates on many
levels but it's mainly down to the very nature of switching
itself, which is fairly complex.
For this system to work more effectively, Ofcom and the ISP
industry have created a voluntary code of conduct to enable
switching called the MAC Code of Conduct. A MAC code
(Migration Authorisation Code) is a 10 digit/letter code
created to identify your broadband connection. The MAC code
is generated by your existing ISP who pass it to you and you
in turn pass it on to your new ISP who then pass the MAC
code on to BT. A BT engineer then uses the MAC code to
locate your broadband connection and switch it over to the
new ISP.
Of course your first port of call should be our
broadband comparison tool
at moneysupermarket.com to ensure you've located a better
deal before you begin the process of switching.
Here are a few simple tips to make it as easy as possible to
switch broadband supplier:
·
Check the small print
- Always check the small print of any terms and conditions
of an existing broadband provider before you switch. This is
really important, as there are sometimes hidden costs inside
the agreement you could be unaware of. Every ISP has some
form of cancellation fee policy and it pays to check to make
sure whether you have to pay them. Switching might be free
if you're outside the minimum contract period (usually the
first 12 months).
· Work
out the cost of cancellation against savings -
If
you're inside a minimum contract period you usually have to
pay the remainder of the contract period in monthly fees if
you want to switch. With products that have no minimum
contract you will still have to pay a fixed charge in the
first 12 months. In some cases you can save more money by
switching to a competitive broadband deal now and paying off
the cancellation fee anyway. Try to calculate the cost of
cancellation against any potential savings by switching
provider as it might save time and money by switching inside
the contract period and paying the cancellation fee.
· Be
better informed / empowered
- Our advice is before you tell your broadband provider you
want to switch make preparations beforehand. A good starting
point is be better informed about the market and the kind of
tactics that might be used to prevent you from switching.
Visit online forums and read about the experiences of others
who have switched from your ISP. Visit the BT website -
http://www.broadbandswitch.bt.com/ as they have a
fantastic microsite set up to help people understand
switching and make the process easier - they also list the
relevant phone numbers of each ISP from where you can get
your MAC code.
· Check
for MAC code availability
-
Many
consumers don't check beforehand where to obtain a MAC code
from their existing ISP and when they do actually need one
they're surprised to find they can't get it or don't know
who to contact and that causes delays. If you can, find out
exactly who you need to contact at your ISP to obtain your
MAC code even if you don't need it straight away as it
should speed up the switching process. The BT website -
http://www.broadbandswitch.bt.com/ has a list of phone
numbers for ISPs you can call to obtain your MAC code.
· Request
the MAC code / cancellation teams
- Once you know who to contact for your MAC code and you
feel fully informed about any potential issues/experiences
from other customers, contact your broadband provider to
request your MAC code. One thing you need to be aware of is
that when you ask for a MAC code, ISPs will often refer you
to what is known as their retention or cancellation team.
Their aim is to prevent you from switching and not supply
you with your MAC code.
Retention teams have a wide range of tactics they employ to
do this such as offering you a better deal or explaining
that they can't generate a MAC code for technical reasons
(this is in fact not strictly true, any ISP can generate a
MAC code if they want to). When you get to this stage, be
aware they will try everything they can to stop you from
switching or giving you your MAC code and remain firm.
· Refer
to MAC Code of Conduct
- In some cases your ISP will tell you that they cannot
provide you with a MAC code. Check the Ofcom website to see
if your ISP is part of the MAC code scheme:
http://www.ofcom.org.uk/advice/codes/bbm_cop/
If your ISP is listed when speaking to your ISP quote the
MAC code of conduct, say that your ISP signed up to it and
that means that they must issue you with a MAC code within
five working days or they're contravening the agreement they
signed up to.
· Keep
a record of everything
-
It
sounds fairly obvious but make sure you keep a record of all
correspondence with your ISP, as this can sometimes be
useful if you're in dispute with them for whatever reason.
· Keep
dialogue going with your ISP
-
The
important thing to remember is that the ISP you are with has
control of the broadband connection into your home. They can
make it hard to switch to another provider if they want to.
You may not like them but it's always a good idea to keep a
positive dialogue going with your ISP as it will be easier
to switch to a new provider.
· Try
to be patient
-
Resolving technical problems or switching broadband provider
can take time - this isn't something that can always be
resolved quickly since most ISPs are reliant on BT engineers
to make the necessary technical changes to fix problems or
switch between providers for their customers. Being patient
will help; you will get the service you need eventually.
· Pass
on the MAC code within 30 days
– If you do manage to receive your MAC code make sure you
pass it on to your new ISP within 30 days. MAC codes expire
after 30 days and they become useless after that time
period. If your MAC code expires you need to get your
incumbent ISP generate a brand new MAC code if you want to
switch. You may even have to pay for a new MAC code to be
issued, in effect paying to switch provider.
· LLU
MAC Code problems
– Some ISPs who are LLU providers claim they cannot issue
MAC codes for LLU to go back to the BT Wholesale network and
that you need to start a new contract with BT first and
switch with them. This is not true, BT have a system in
place to accept MAC codes from LLU providers switching back
to BT, so keep persisting.
· Only
turn to BT as a last resort
- If for whatever reason your ISP refuses to issue a MAC
code and they become hostile, (i.e. they don't respond to
your requests any more) the last resort in these situations
is to contact BT and ask them to disconnect your broadband
connection and reconnect it with the new ISP you want to
switch to. This process will mean a complete loss of
broadband service for several weeks and it should only be
used as a last resort. However, in some cases this can be
the only way to switch broadband.
Print
off this guide and when you decide to switch follow these
simple steps. Also remember to take a
thorough search of the market
before you move and listen to recommendations from friends
and family to ensure you're switching to a reliable
provider.
Hopefully these tips will put the power in your hands.
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