Moving from one broadband provider to another has long been an arduous task. Happily, the process has just become a lot easier, as David Crookes explains
What's happened?
On 20 June, the UK’s communications regulator, Ofcom (www.ofcom.org.uk), introduced new measures that allow broadband and landline customers to switch providers in a faster and more straightforward manner. Rather than jump through hoops to cancel one contract and begin another, you now only need to contact one company, who will make all the arrangements for you.
Why have things changed?
Ofcom’s research found that the process of changing an internet and phone provider was too confusing and too time consuming. It also found that some suppliers have been offering a poor service, which left users saddled with a slow broadband connection they couldn’t get out of unless they paid a cancellation fee. Ofcom wants to make the industry more fluid, so consumers can save money and receive services that meet their expectations. For this to happen, the system needs as few barriers in place as possible, hence the creation of ‘one-touch’ switching.
What are the new measures?
To move from one provider to another, you now only need to contact the company you are moving to. The new provider is then responsible for handling the entire switching process. It will send out new equipment, make the necessary amendments to your telecommunications line and start your new contract on a given date. Ofcom says this streamlines the switching process. The changes affect both broadband and landline services that use BT’s Openreach network (or KCOM in Hull).
Will I need to call my existing provider?
No. This is the beauty of the new system. In most cases (and we’ll come to the exceptions in a moment), you won’t even need to speak to your old provider. This is a great improvement over the old method which, in theory, required two calls to your existing ISP: one requesting a Migration Authorisation Code (MAC) and another a couple of weeks later to cancel the contract once the new one had begun. In practice, it often entailed making more calls, and Ofcom’s research found that the process of migrating services was significantly more difficult for customers to follow when an existing provider had to be contacted.
Why was the old process such a hassle?
One of the biggest headaches was the risk of delays. The Ofcom MAC Code Regulation 2007 explicitly states that internet providers have to issue a MAC code within five working days of request, regardless of any dispute, but polls showed that as many as a third of customers were waiting longer. Reports of people begging, pleading and even threatening ISPs to get them to hand over their MAC were regarded by Ofcom as unacceptable. Thankfully, those days are gone.
But what about the MAC?
You don’t need to worry about it now. Although the MAC (which consisted of a long set of letters and numbers) contained special identifiers about your telecom line and phone exchange, your new ISP can now sort out all those details with your old provider without you getting involved.
So how was I able to switch in May without a MAC?
Ofcom introduced its changes on 20 June, but not all broadband switching prior to that date required a MAC. A growing number of companies -including Sky and TalkTalk - are “fully unbundled”, which means they have added their own equipment to BT’s copper lines to give them exclusive use of the connection. As a result, they have long been able to offer a “gaining-provider led” switching service, which means they have been able to take complete control of the full migration process. Ofcom's new system is based on that same gaining-provider led approach.
Will this make the process cheaper?
Yes. MACs had to be used within 30 days, after which you’d have to ask for another, and ISPs were within their rights to charge for subsequent requests. The new system will also cut down on numerous, lengthy phone calls. However, there could be some hidden costs. Some people looking to switch may get a surprise bill because they are still within a contract period. It’s important to read through your existing contract to ensure you’ve passed the minimum period, otherwise there is a risk of being hit by early cancellation charges.
Are there exceptions to 'one-touch' switching?
Yes. If the services you are moving between use different physical infrastructures then, as well as contacting the new provider, you need to call your existing ISP and let them know you are switching and cancelling. That’s because Ofcom’s changes do not apply to switches to and from ISPs that offer cable, fixed wireless, satellite or fibre broadband. This means that when moving from a cable network such as Virgin Media to one that uses BT copper cables, there will be more chasing around. There are some benefits to this, though: you can choose when one service ends and the other begins. And because the infrastructures differ, you could even overlap the contracts to ensure that you’re not left without internet access.
Could I be switched without my permission?
Sadly, that is possible. The fact that people are not directly cancelling their existing ISP contracts could lead to an increase in ‘slamming’ - the practice of being switched without your knowledge or consent. Adrian Kennard, the director of broadband provider Andrews & Arnold (aa.net.uk) has already expressed concern about this. As a result, his company is offering migration protection that automatically rejects companies seeking to switch customers without their permission. Additionally, ISPs must keep a record of migration requests, including phone recordings, which should iron out most problems.
Will we see a rise in broadband switching?
Generally, people up to now have felt that switching could be a major hassle, so most of us will feel more confident about making a move with the new rules in place. In the past, the process of getting a MAC could often be frustrating, and customers could be vulnerable to bullying by pushy salespeople attempting to get leavers to stay. There was also the worry that there may be a gap of a few days without broadband provision. By putting the responsibility on the new provider, the process should be smoother.
SWITCH YOUR BROADBAND
Here are the steps you need to follow to switch your broadband and phone provider under Ofcom’s new guidelines.
• Contact the ISP you wish to switch to and let them know you want to sign up to a new contract.
• Give the new provider your telephone number and postcode. This will be used for validation purposes and to let your existing ISP know that you are switching.
• You should now receive a ‘Notification of Transfer’ letter, either through the post or by email.
• Read the letter carefully. It will list whether you are only switching your broadband or whether you are also transferring other communications services. It will also include an estimated migration date.
• You’ll receive another letter, this time from your existing provider. This will detail any penalties for leaving such as exit fees and whether any equipment needs returning.
• If you change your mind, you have 10 working days to let the new ISP know that you wish to remain with your existing provider. After 10 days, the switching process goes ahead.