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Broadband switching to be made easier

Ofcom announces new rules to ease the process of switching to a different broadband provider for customers.

A Migration Authorisation Code (MAC) is a special code given to customers wish to switch to a new provider upon request.  The MAC is then given to the new provider and the switch is made with minimal disruption.

Unfortunately, giving the MAC code was only voluntary practice for a provider, leaving some customers with problems when switching.  Ofcom’s research shows that 17 percent of customers have had problems switching.  The new ruling, which takes affect from 14 February 2007, will make it mandatory to provide a MAC free of charge.

Ofcom will also work on MAC code provision in other circumstances, for example if the provider ceases its broadband services.

Tag / Marker on a broadband line

Most of the complaints to Ofcom were to do with a tag, or marker on the line.  The marker indicates that there is a pre-existing broadband connection on the line.  This is normally released by the losing provider, but in some cases it is still present. 

This can occur when a customer moves into a new house for example, but it appears that there is a broadband connection on the line for an old customer.  The new rules aim to ensure that technical issues such as this do not interfere with a customers request to switch.  Ofcom will continue to work with providers to address these problems.  However, there is already a special BT phone number set up to deal with tag removal problems.

Claudio Pollack, Ofcom Director of Consumer Policy said: “Increased competition in broadband has led to falling prices and a wide variety of services.  These new rules are intended to ensure that switching is a quick and easy process for all.”