Broadband-switching hassle-makes many give up

Many broadband customers still find the process of switching ISPs so complicated that they give up. According to new research. Price-comparison service Broadbandchoices .co.uk claims that some broadband customers are still on "poor-value, outdated packages" as a result, despite industry watchdog Ofcom introducing rules to make the switching process easier back in 2007. To change provider, customers need to request a MAC (migration authorisation code) from their old ISP and give this number to the new provider so a seamless and speedy transition can be made.


However, Broadbandchoices.co.uk found that only 17 per cent of switching customers had been immediately provided with a MAC when  they asked for it, with nearly two-thirds having to wait for up to one week.

"The purpose of introducing MACs was to empower consumers to exercise their right to shop around for a better deal - but this hasn't translated into reality." said Michael Phillips, product director at Broadbandchoices co.uk. "Under our current process, the A 'losing' provider can drag their feet, and in some cases put the customer off switching altogether."

The research echoes a report issued by Ofcom in September 2010 that claimed 45 per cent of broadband customers thought that switching provider was too difficult. Ofcom plans to publish a set of proposals aimed at making the process easier in the spring of 2011.


What is a Migration Authorisation Code?
A Migration Authorisation Code, or MAC, is a code of 17 to 19 digits that is used to authenticate a migration request from your current ISP to a new provider. Once you request a MAC, your ISP should provide it within five days, according to Ofcom's regulations. The MAC remains valid for 30
days and there is no charge for its provision.

This type of MAC should not be confused with a MAC (Media Access Control) address, which is a unique number used to identify computers connected to networks.


www.broadbandchoices.co.uk