OFCOM Guidelines on Switching

Switching between suppliers - General

There are numerous descriptions for changing suppliers, terms most commonly used by service providers are ‘transfer’, ‘switch’ or ‘migrate’. However they all mean the same i.e. that you wish to change service from your existing service provider to another.

If you decide to switch your services to another service provider, it is reasonable for you to expect your chosen provider to transfer your services quickly & seamlessly with minimal downtime. You should clarify this with your chosen supplier to determine precisely when the switch will take place and whether any downtime is likely to be encountered

Consumer protection mechanisms are also built into the switching processes to help protect you from any mis-selling and to allow the opportunity for you to change your mind if you so decide, taking account of any contractual obligations which may apply.

One of the following 2 consumer mechanisms will apply depending on the set-up of your current services and whether you are seeking to switch just your broadband or both your telephone services (i.e. line rental & calls) & broadband services at the same time.

There are various ways you can move between different internet service providers (ISP), depending on

the set-up of your current services
whether you are intending to switch just your broadband service
whether you are intending to switch other services at the same time either as a ‘bundle’ (i.e. Broadband + phone ‘line rental’ + phone ‘calls’) or as separate services to different service providers.
which type of network infrastructure you are moving from and to

Migration Authorisation Code (MAC) Process

A MAC is a unique code, identifying a particular line

The code consists of four letters always beginning with L followed by between seven and nine numbers, a slash, and five alphanumeric characters (e.g. LAEM1234567/1F6HT)

Where the MAC process does apply (and your new ‘gaining’ provider will advise you), the process to switch works as follows:

You must first contact your existing service provider and ask them for a MAC. They have an obligation to give you one. You should not ask for your service to be stopped;

Your existing service provider must provide the MAC to you within five working days. The MAC is valid for a period of 30 days from the date it is issued;

You should then present the MAC to your new ‘gaining’ provider of your choice that you want to switch to. Your gaining provider will then process the request to migrate and inform you of the transfer date;

If you are having problems switching between ISPs because of problems obtaining a MAC from your existing supplier, please see Ofcom complaint process

Letter facilitation process

This process generally applies if you are looking to move both your broadband and telephone services at the same time. The process works as follows: -

you will first need to contact your new provider and inform them that you would like to switch to them;
you will then receive two ‘advice of transfer’ letters – one from your existing telephone service provider and one from your new ‘gaining’ provider, advising you of the details of the switch, and giving you an opportunity to cancel if you have changed your mind or have been mis-sold or slammed, taking account of any contractual obligations which may apply;
you do not need to contact your existing telephone or broadband provider;
Your new service should commence approx. 10 days from the order being placed. You should find out from your new ‘gaining’ provider whether there is likely to be any downtime or loss of service during the transfer process.

Data provided from the Ofcom website, please go to Ofcom for more information