With broadband prices having gone down by 36% in the last four years, speeds on the increase and savings of up to £100 available to the average householder, we are always being urged to look into switching provider. If, however, you are one of the 260,000 people per month who change provider, you are quite likely to have discovered that it is not the painless, hassle-free process that you might hope for.
In order to take advantage of the best deals around and switch seamlessly, you need a MAC code from your supplier. Indeed, some providers will not accept your business without this. A MAC code (standing for Migration Access Code) is a 17 to 18 digit alphanumeric serial number which identifies your broadband connection within the local exchange. It allows a seamless transfer of provider, meaning that you do not need to wait weeks without broadband or have an engineer call. In some cases it also saves you having to pay a connection charge. However, getting this number from your current provider is easier said than done.
A code of practice was introduced last February governing the issue of the MAC code but instead of making things easier for the consumer, it appears to have had the opposite effect. The new guidelines were for a MAC code to be given free of charge to the customer within five working days. Prior to the new code of practice, 13% of customers had to ask more than once for the code and in 11% of cases, the code never materialised. In the last year, however, a staggering 46% of customers have had to chase their provider up at least once, and 14% have completely failed to get the code at all. Only 40% of customers have received the code within the five working days laid down by the new rules.
A spokesman from uSwitch.com has called on Ofcom to “come down hard on providers failing to deliver a MAC code”, issuing financial penalties if need be.
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