If you are considering changing broadband provider then read our impartial
guide below on how to make the change and avoid the pitfalls.
Speak to your broadband provider
Ask for a better deal - One of the most important things to consider
is that it's not always necessary to change provider to get a better deal.
Some of the best deals on the market are those offered by existing
providers to stop you leaving. In the same way that mobile phone
companies offer you better deals to stop you leaving, so too will
your broadband provider.
Many broadband customers have not switched because they have been
offered a better deal to stay with their existing provider or they
are tied into an on old, uncompetitive deal.
It's important to speak to your existing provider and tell them you're
considering changing provider - especially if you know you're on an
uncompetitive deal or you've experienced poor customer service.
As you are better informed about the market and the small print of
your contract you should feel in a confident position. They may
offer you a new deal there and then. Consider what sort of new
deal they have offered and decide whether you want to stay on
with a better deal or change provider.
Be aware that if you decide to accept their new deal they will
reset the minimum contract period as if you were a new customer
(ie back to 12 or 18 months).
If you're not happy with the deal they have offered you, then you
can turn it down and ask for your MAC (your existing provider now
has to give it to you within five working days).
Cancellation teams - Once you have asked for your MAC you
will often be put through to what is known as their retention or
cancellation team. Its aim is to prevent you from changing provider.
The team will have a wide range of tactics to do this such as
offering you a better deal or explaining that they can't generate
a MAC for technical reasons (this is in fact a lie - any ISP can
generate a MAC irrespective of whether they're LLU or not).
When you get to this stage, be aware they will try everything they
can to stop you from switching or giving you your MAC. If you've
decided you want to change remain firm and ask for your MAC - be
aware they cannot hold your MAC but it may take them a few days
to give it to you.
If they don't give you your MAC within five working days then they
are breaking the Ofcom regulation around changing provider.
Refer to the MAC code of conduct - In some cases your existing
provider will tell you they cannot provide you with a MAC. This is
more likely to happen when a customer is changing from one LLU provider
to another.
It is a myth that LLU providers cannot issue a MAC to enable a
customer to move to another LLU provider - it can be done by any
broadband provider. It is more down to the fact that providers
have not agreed a process by which they can send new customers
to each other, or they don't have the systems in place to cope
with it.
Refer to the MAC code of conduct and say that they are contravening
the regulation and you will inform Ofcom about this regulatory
breach. Depending on the provider and their policies it might
persuade them to issue you with a MAC more smoothly.
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 a record of the calls that you made to customer services - who
you spoke to and how long you had to wait. Check the call charges
before you call customer service or technical support and keep your
phone bills as a record of the total call charges.
This information might be crucial evidence if you want to cancel
when you are still within your minimum contract period.
