Broadband Switching Guide

• Introduction
• Advantages and disadvantages of changing provider
• Things you need to consider before switching
• Switching broadband provider
• How to resolve issues related to switching?
• Telephone numbers of ISPs to get MAC

As broadband providers come with newer and better products everyday, customers have more genuine reasons to switch now than before. There is also significant number of customers who are quite fed up with the quality of service offered by their current providers. According to PC Pro's survey, only two-thirds of broadband customers in the UK would like to renew their service contract with their current broadband service providers.

Unreliable connection, slower speeds and poor customer service are not new to UK broadband market and often become trigger levels of switching behaviour of broadband customers. However, when it comes to switching broadband, not many of them are ready to switch as they still think that switching broadband is a complicated process that may lead to long delays, additional costs and unforeseen difficulties.

On the contrary, changing broadband provider has become easier and quicker than most of us imagine. It is all about knowing your switching rights and taking a few precautions before you switch your provider.

Our switching guide will provide you all information on migratory process and Ofcom's new regulations related to Migration Code (MAC) so you can switch in easy steps. We also give you advice on what should be done when everything you do simply does not work.

To help you to get MAC numbers, we have also provided the telephone numbers of broadband providers.

In the next page, we will look into the pros and cons of changing broadband provider.

More facts

• Theoretically speaking, it may take 10 days for an ADSL service provider to activate the service, while it is 7 days for cable broadband service.
• When you switch to ADSL from cable broadband, you need to check the availability of BT lines in your area.
• Likewise, if you switch to cable from ADSL, the Virgin Media’ cable network should be available in your area.
• The best way to avoid downtime when you switch between these different technologies is to keep either of these services until the new line is activated

Here are some of the benefits of switching a broadband provider

• You can save money by signing up with a provider who offers cheaper deals.
• You can often get free hardware or many freebies or even free broadband and this could be for limited period. For instance, PlusNet or TalkTalk.
• You may get high speed broadband services by switching to providers like Be, Sky or UK Online.
• You may also get UK based customer support or free telephone support that may add value to your money such as packages from O2 broadband provider.
• You could have found more reliable broadband services in your area offered by another provider after browsing through broadband comparison charts, expert reviews and consumer reviews.

When you change your broadband provider, you may also come across a few problems such as:

• If you are switching between different broadband technologies, for instance, from ADSL to cable broadband or vice versa, there could be downtime -from hours to a few days.
• Moreover, in many cases, you will have to pay hefty installation fees towards phone lines, cable or ADSL modem etc.
• If you are in the middle of the contract and you want to move to another provider, you may have to incur the cancellation fee depending upon your current service.
• When you switch between ADSL broadband providers, you need to get MAC number from your current provider and give it to your new service provider. Although Ofcom’s new regulations have instructed the ISPs to issue MAC code to their customers within five working days and complete the switching process within 10 working days, there could be delays and longer downtimes cannot be ruled out.
• If more customers switch to the same deal you have chosen, your new provider may not move to their service as quickly as you expect.
• If you have problems with getting MAC code, the switching process often involves complaining to Ofcom or Otelol or even initiating legal process against your provider.

In the next page, we will get into some important facts before switching

More facts

• The UK telecom watchdog, Ofcom implemented new rules related to Migration Code in February, 2007.
• Within six months, the number of MAC related complaints has significantly reduced and Ofcom decided to extend the voluntary MAC code practice by UK broadband providers for another six months.
• All major ISPs in the UK have agreed to voluntary Migration Authorization Code (MAC) practice, however,
• Ofcom's new MAC policy is neither applicable to LLU service providers nor to the cable broadband provider, Virgin Media.

Switching broadband has been so common in recent times as UK broadband market offers infinite choices to the switchers. Seeing new deals that come with attractive features, many often make quick decision on switching ignoring the pitfalls involved in the process. Moving to new package makes little sense unless you are convinced that your current deal is not worth continuing while making sure that the chosen package is good in long run.

Service of my provider is good but I want to upgrade my package or I want a cheaper deal

Most broadband providers allow their customers to upgrade their package to get better speeds or usage. While you will pay the additional cost, your old contract will either terminate or continue depending on the provider. The main advantage of upgrading with your provider is that the downtime is bare minimum.

Broadband prices have fallen so sharply in recent years that all ISPs make their prices more competitive to retain their customers. See whether your current provider has recently launched any cheaper deals or announced special offers. Or simply browse the broadband comparison sites to get the latest information on the product line of your provider.

When you switch from ADSL to cable broadband or vice versa, you are actually jumping from technology to another. You get ADSL broadband via telephone lines so when you switch to cable broadband you will be moved to cable network. For that, you will have to cancel ADSL service and sign up to Virgin Media. The one-off installation charges and modem cost also differ with Virgin Media.

When you switch from cable to ADSL and need to install BT phone lines it would cost around £120 while you may get an ADSL modem free or within £30 depending on the new provider.

To avoid downtime, you may order one service even before another service is terminated. However, make sure that overlapping period is not too long. So, ask your provider to tell you the termination date while canceling the service.

In the next page, you will find switching process explained in easy steps and tips to make it faster.

More facts

• With some packages, you will be required to give one to three months notice period before you switch or upgrade. For example: Be Unlimited and Be Pro.
• Most broadband providers automatically upgrade you to higher packages when your usage frequently exceeds the specified monthly download limit.
• You can also upgrade your connection to high speeds with other providers but that usually involves longer downtime and higher additional cost.
• Virgin Media's cable network is mostly available in urban areas of UK and has coverage of over 60 percent of UK while BT lines have penetrated 99.8 percent of areas in the UK.

If your current provider use ADSL and you want to move to another ADSL provider, the process is quite simple and this is how you can switch to a new broadband provider:

When you sign up to a minimum contract length (usually 12 months), the terms and conditions you have agreed to will oblige you to pay a cancellation fee in case you leave before its expiry.

Check all the important details of the contract with your current provider such as contract length, notice period and cancellation fee etc.

MAC or migration authorisation code is a unique number that you have to get from your provider and give it to your new provider so that you will have uninterrupted service until you are moved to the new service.

Under the new regulations passed by Ofcom, MAC is made mandatory and ISPs must issue MAC to their customers on request. MAC is free and your provider should issue it within five working days from the date that you made your request.

When your new provider receives your MAC, it should move you to its service within a month from the date of receipt of MAC. On most occasions, your new broadband provider will switch you to its service within this time frame. Your new provider will also let you know the exact date of the activation of your connection.

The MAC that you have obtained from your current provider is valid for 30 days from the date of issue. You need to find a new deal/provider within this period. Once MAC is passed to your new provider, it may take ten days for switching to be completed. You will not suffer any loss of service and downtime can not be more than 30 minutes. However, do not cancel the existing service in the meantime.

In case you have not used your MAC within 30 days, it gets expired and you need to request for new MAC from your provider.

Despite the new regulations on MAC code, nearly half of the customers have not received MAC within five working days, according to a report. Sometimes it takes weeks for some customers.

In the next page, let's us see what can be done when your current provider drags the switching process.

More facts

• Before Ofcom made MAC mandatory for all ISPs, MAC was issued to customers under a voluntary agreement by UK broadband providers. There were also ISPs who did not sign to MAC system that left many customers without service for weeks.
• According to uSwitch report, more than 230,000 broadband customers change their broadband providers every month to jump on a cheaper deal.
• The recent report from Ofcom shows that more than 80 percent of switchers found moving to new provider simpler and easier and did not face problems during switching process.
• More than one-third of customers would not change broadband providers just to avoid the problems involved in switching.

One of the main problems that you may face during switching is that your current provider might delay issuing your MAC that you have to pass it to your new provider. Under the new migration rules of Ofcom, a broadband provider should issue MAC to its customers who wish to switch.

Many providers may not allow you to switch when you are under contract. In that case, your complaints against its low performance or poor service should be accompanied with solid proofs.

Still, if you have problems with getting MAC or frustrated by the long delays, you can complain to Otelo and Ofcom, the two main telecom regulators of the UK.

Here are some of the independent bodies that you can approach whenever you are having problems with your provider:

Ofcom is an independent telecom regulator of UK telecom industry, established under the Office of Communications Act 2003. Ofcom is responsible for safeguarding the interests of consumers of telecom industry that includes internet and broadband. It also issues consultations to the industry and address the complaints that it receive from consumers.

If you want to complain to Ofcom, just visit its web site where you can find step-by-step guide to help you to express all your problems and concerns.
http://www.ofcom.org.uk

Office of the Telecommunications Ombudsman or Otelo also offers free independent service to resolve the issues between consumers and broadband providers. Currently, there are more than one-thirds of broadband providers who are members of Otelo If your ISP is a member of Otelo, you can complain to Otelo online. You can visit its website and just follow the complaining procedure.
http://www.otelo.org.uk

ISPA UK or The Internet Service Providers Association is a trade association of broadband providers in the UK. Its membership is voluntary and its members are required to follow the ISPA code of conduct fair trade practice. Currently there are over 100 ISPs who are members of ISPA.

If your provider is an ISPA member, you can complain to ISPA. You can find all information on how to make a complaint with ISPA on its website:
http://www.ispa.org.uk

Promoted by Trading Standards Institute (TSI), Trade Standards Central provides information and advice on resolving issues with your provider. If your broadband provider is neither the member of ISPA nor a member of Otelo, you can contact TSC office in your local area. Or just visit its website to get advice
http://www.tradingstandards.gov.uk/

BillMonitor, the UK's most comprehensive and only Ofcom accredited mobile site, designed by Oxford mathematicians to help you save money on your mobile phone bills
www.billmonitor.com

If you are still having problems with your ISP, there is still hope left. You may contact Citizens Advice in your local area
Or you may contact Consumer direct on 08454 04 05 06.

Below find the list of customer service telephone numbers of broadband providers in the UK.