If you are considering changing broadband provider then read our impartial
guide below on how to make the change and avoid the pitfalls.
Making the change
Pass on the MAC within 30 days — If you do manage to receive
your MAC in time make sure you pass it on to your new provider within
30 days. A MAC will expire after 30 days and they become useless
after that time period. If your MAC expires you need to get your
existing provider to generate a brand new MAC if you want to switch
- and they may charge you for it.
Keep a 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, they can also terminate your
existing broadband service so you don't have any until the new
provider is on your phone line. You may not like them but it's
always a good idea to keep a positive dialogue going with your
existing provider, as it will make the process easier.
Try to be patient — Resolving technical problems or changing
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 change between providers for their customers. Being patient will
help; you will get the service you need eventually.
Do not try to get BT to speed up the process - they can't get you
your broadband connection any faster. The provider you are changing
too should be able to give you an estimated connection date; they
are the ones who are responsible for delivering your new service
so it's worth following up with them.
Dealing with a hostile provider — This is a situation where
you're in dispute with your existing provider and it can be for
various reasons. In most cases when a provider has become hostile
it is more difficult to communicate with them (ie if you want to
obtain your MAC to change provider they may make it more difficult
for you to get it).
The best thing to do is be patient and understand the process of
changing provider is difficult. If you try to be as friendly as
possible to your existing provider it will make the process of
changing easier.
Ultimately as the customer they know you have the right to change
provider whenever you like - the system is in your favour, although
you might have to pay a fee to change provider. However, if you treat
them in a hostile manner they could be hostile to you.
It pays to work with rather than act against an existing provider, as
they will be more helpful to you, which should speed up the process
of changing.
Know your rights — If you cannot change provider it's worth
understanding your rights as a consumer. The 1979 Sale of Goods Act
is perhaps the most relevant piece of legislation in relation to
broadband services.
It protects consumers by ensuring that:
-
Goods/services are of 'satisfactory quality' - products must
last a reasonable time and be free of defects.
-
Goods/services are 'as described' - a trader or advertisement
must honestly describe the product. If, for example, you buy
a broadband product that doesn't deliver what was advertised
you have a case.
-
Fit for purpose - products must do what the supplier says they do.
If you buy something that doesn't meet any of the conditions stated
above it's your right to demand your money back from the trader
(ie the service supplier), not the manufacturer, wholesaler or
importer.
Consumer Direct is a free service provided by the Government. They
offer clear practical consumer advice via their website or over the
phone: 08454 040506.
If you're sending in a written complaint or appeal against a provider
it is always a good idea to send a copy of your complaint to the
head of customer services at your supplier as well as the customer
service contact.
If it gets to the stage where you need legal advice, Which? Legal
Service offers a cost effective legal service for £12.75/quarter.
It can give you good advice about consumer law so you know where
you stand when you go back to your provider.
Ofcom & Otelo — If you are still having problems with your
provider you can write an open letter to Otelo, the office of the
telecommunications ombudsman. Otelo was set up to investigate
complaints made by telecommunications customers, but Otelo's remit
covers only 33% of the broadband market who have signed up to it.
The service is free for members of the public, but it will cost
your supplier money to be investigated, so you will be taken more
seriously if Otelo get involved. Please bear in mind that they
will only start to take notice if several customers say the same
thing as opposed to individual cases.
If your supplier isn't a member of Otelo, you can still write to
Ofcom, the independent regulator for the UK, for help.
Only turn to BT as a last resort - If for whatever reason
your ISP refuses to issue a MAC because they are hostile, (ie 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 for several
weeks and it should only be used as a last resort but in some
cases this can be the only way to switch broadband if you can't
get the MAC.
The new MAC code regulation should prevent this from happening
as providers are now bound by regulation to issue you with a MAC
and change your broadband connection over within 30 days.
However, with problems around changing between LLU providers you
might still have to turn to BT for help.
Contact us
We are here to help you as much as we can.
We offer an impartial broadband advisory service over the phone
about how to change provider that is open 9-6pm Monday-Friday
(except bank holidays):
Call us on 0800 298 5770 (calls are charged at a local rate).
You can ask our broadband expert any question about the broadband
market, best deals or how to resolve any problems you might have
with changing provider. Ask the Expert is available any time and
we normally respond to your questions within 24hrs.
You can download a PDF version of this guide here:
