New rulings should ease the pain of switching provider -- could you switch and save?
Although switching energy providers can be a piece of cake (many of us have done so more than once, in fact) the same is sadly often not the case when it comes to broadband.
More than three quarters of all internet connections in the UK are through broadband (a fast, permanent internet connection). Indeed, the UK market has become so lucrative that there are now over 30 companies battling for their share of the market.
Unsurprisingly, such competition has forced prices down, meaning that many of us have found the deal we signed up to a couple of years ago no longer competitive. So the obvious solution is to switch providers.
Unfortunately, while this sounds easy, the reality is often more troublesome. While providers should be making the process of switching relatively easy for their customers, many drag it out over many weeks, and some even charged their customers for moving.
Ofcom (the independent regulator for the UK's communications industries) has received thousands of complaints from people trying to move, where, in some cases, the process has proved so frustrating that potential switchers have simply given up.
Migration Authorisation Code (MAC)
One of the main culprits causing the delays is the Migration Authorisation Code (MAC). This code is the 17-18 alphanumeric identifier that your old provider needs to issue you with, in order for you to leave. You must then pass the MAC to your new supplier, so the line you are using can be identified. The MAC should also allow you to use your existing connection while the switch takes place -- without it and you could be left with no broadband.
Unfortunately, as MACs have been issued under a voluntary arrangement in the past, some broadband firms have delayed issuing the codes, dragging the whole switching process out for the consumer. And to make things even more frustrating, not all broadband providers use the MAC system, meaning that users had to wait for days or weeks until their line was "cleared" before they could sign up with a new supplier.
New rulings
Fortunately, things have now changed. New rulings that came into force yesterday mean that all broadband providers must now use the MAC system, and supply a MAC within five working days of being asked for it. Once the MAC has been received, the new firm must try and switch the customer to their service within 30 days, and inform them of the exact date that they will be connected.
What's more, broadband firms are no longer allowed to charge their customers for issuing a MAC, or to switch provider. Any firms that continue to try to put obstacles in the way of consumers trying to switch could face heavy fines from Ofcom.
Switching provider of any service should never be difficult. I did a quick poll to find out which Fools in the office have switched broadband provider, and what their experiences were. Interestingly, while some found their switch over to be relatively painless, taking two weeks with no interruption of service, others have experienced horrendous delays of over two months, having to make numerous phone calls to chase their providers along the way.
Hopefully these new rulings will make the switching process easier - they will certainly make broadband firms more accountable to their customers. If you're thinking of switching in the near future, here are some tips to hopefully make the transition a smooth one:
Tips for changing supplier
- Check your contract. Some suppliers will charge if you switch before 12 months are up -- and some specify 18 months. You may find it's worth your while to wait until your minimum contract period expires.
- Contact your supplier to check whether it can give you a more competitive offer -- it may be able to match the deal you've found.
- If you still wish to switch, tell your provider. It should then supply you with a MAC within 5 working days. If it takes any longer, complain to Ofcom.
- Give your old provider's details and MAC to your new supplier and ask for a connection date. It should change your connection over within 30 days of receiving the code.
If you have any problems with your switch, you can always lodge a complaint with Ofcom. While it doesn't resolve individual cases it does track trends -- so if one supplier is seen to be a repeat offender it can investigate.