Switching broadband provider to be made easier

bbb_uk

From 14th February 2007, broadband providers will be obliged (no longer voluntary) to provide MAC's on request and without charge.

Press-Release:

Ofcom today announced new rules intended to ensure that customers are able to switch to a different broadband provider quickly and easily. This follows a public consultation published in August.

Ofcom’s research reveals that while 83% of UK internet users who have switched provider found it easy to do so, a significant minority have encountered problems.

Making switching easier
A Migration Authorisation Code (MAC) is a unique alphanumeric reference that enables customers to switch broadband provider smoothly and with minimal disruption

Without a MAC, customers can be left without broadband for some time while the transfer is made. Previously, MACs formed part of a voluntary code of practice supported by a number of broadband providers. However, Ofcom is receiving an increasing number of complaints from consumers who find it difficult to obtain a MAC from their provider.

Therefore, from 14 February 2007, General Condition 22: Service Migrations will require broadband providers to supply consumers with a MAC upon request and free of charge.

Alternative sources of MAC codes
Some retail broadband providers have been unable to supply their customers with MAC codes when they request them. This might be because the wholesale provider that supplies the broadband service refuses to hand over customer MACs until a contractual dispute with the retail provider has been resolved.

The new rules will mean that all wholesale providers must provide MAC codes to their customers – the retail broadband providers - upon request, regardless of any dispute.

In other cases, consumers have been unable to contact their provider to obtain a MAC code; when the retail provider has exited the market, for example. To remedy this, Ofcom will continue to work with industry to identify an alternative mechanism to release MAC codes to consumers. It expects to consult on further proposals to that effect next year.

Resolving broadband sign-up problems when moving house
More than half of all complaints made to Ofcom for any reason between September 2005 and 2006 related to what is known as tag, or marker, on the line. This refers to instances when consumers wish to sign up to a new broadband service – after moving into a new home, for example - but cannot because there is, or appears to be, a pre-existing broadband connection already registered to that telephone line in the name of a previous resident.

A more robust MAC process – as described above - will go some way to relieving the problem. The new rules will also make it the responsibility of all broadband providers to ensure that technical and operational problems such as tag on line do not hinder consumers’ ability to switch.

Ofcom will continue to work with all broadband providers to address the root causes of tag on line. BT has set up a telephone helpdesk to support those with a marker on their line and will aim to remove tags wherever possible, or offer consumers advice where it is not able to remove the tag.

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.”

Summary can be read here and the full statement (93 pages in .pdf format) can be read here.

normanmark

Finally some progress, looks good! My only concern is how they're going to enforce ISP's to give the MAC. They might conjure up any excuse under the sun ie. 'system problems' in not giving the MAC.

bbb_uk

It's important to note though that the new regulations don't apply to all ISP's.

This isn't because Ofcom are being funny but because of technical difficulties between some ISP's and their underlying supplier of broadband access and the different methods used.

Lugh_Chronain

Net firms that put obstacles in the way of customers keen to switch could face heavy fines from Ofcom.

According to Ofcom it is down to the customer of ISP’s to complain to them [Ofcom] for the rules to apply with full force.

Ofcom says "We can track trends and if there is one provider that is a repeat offender we can investigate." Breaching the new conditions could land broadband suppliers with a fine of up to 10% of their turnover.

Milarky

'MAC code'! Hmm [28,700 hits in the UK on Google] - another example of 'RAS symdrome' for the collection.....