Why were new rules announced?
Over 11 million people in Britain are currently using Broadband internet and this figure is growing rapidly. There are many competitive services which provide Broadband to all these users and so it is necessary that users can easily switch over from one company to another to suit their needs. The cost comparison website USwitch has estimated that over 200,000 people move broadband supplier every month.
However, research shows that, in the past, switching has caused much hassle and distress to over 20% of those who have tried. This has concerned both the broadband market and its consumers, as these hassles are stopping people from switching when they want to. Therefore, following a consultation last August, the Office of Communications (Ofcom) has announced that switching to a different broadband provider will soon be made much easier and quicker than before.
What were the problems?
The problems in the past were due to consumers experiencing difficulties in obtaining a Migration Authorisation Code (MAC), which is a unique alphanumeric reference that is necessary for any switching of broadband provider. Often the providers would be reluctant to give the code, and sometimes they even charged the user for it. Ofcom has also received complaints from those consumers who have tried to order a new broadband service after moving home, but could not do so because they were told that there was already a broadband connection on that line. Indeed, 50% of all the complaints made were of this nature.
What are the new rules?
Because of the many complaints, Ofcom has been working with broadband providers to resolve all these technical issues so that switching service can be made easy and hassle-free. The main problem previously was that giving out MACs was a completely voluntary initiative which providers were under no obligation to participate in. Now, Ofcom's new regulations, which have taken effect from from 14th February 2007, mean that all broadband providers must give MACs to all those consumers who ask for them and, in addition, they must be given free of charge. In those cases where the provider does not comply, or where the provider has gone out of business, Ofcom is working to develop a way in which customers can obtain a MAC from another source.
As for those cases where a line is discovered to already have been "tagged" or "marked" after moving house, the new rules will make sure that the responsibility for these tags lies with the broadband providers, and that they must not make it difficult for anyone to switch provider. For example, BT has recently started up a telephone helpdesk where consumers with this problem can phone up and ask for their line to be de-tagged.
Your email address is required so we can verify that the comment is genuine. It will not be posted anywhere on the site, will be stored confidentially by us and never given out to any third party.