Broadband switching guide

Switch broadband provider - 10 Tips

Whether you’ve had poor service, an unreliable connection or are just tired of paying too much for your ISP, switching broadband provider can save you money and get you a better service. Simply follow our 10 tips to get the most out of your broadband.

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Switching Tip 1. Ask for a better broadband deal

It may seem obvious, but simply asking your current provider for a better deal could be the answer. As the market continues to become more competitive, companies have to work harder to keep their customers.

The average 1Mb connection cost £50 in 2003; by the end of 2005 it was only £16. So if you’ve had your contract for some time, chances are that you could get the same thing for a lot less just by asking for it. You never know, so try your luck and ask for the latest deal.

We have also listed Broadband switching offers, which are only available for customers that are migrating from an alternative broadband provider.

Switching Tip 2. Know your rights

New Rules: Ofcom has recently updated the rules for customer that wish to switch broadband providers. The changes have been made to stop rogue practices by ISPs that, in some cases, have left customers without a broadband connection.

Find out what the new broadband switching rules mean for you.

This switching agreement between providers (Ofcom Schedule 22) works to fairly facilitate the “migration” of customers from one supplier to another. Your current provider will issue you with a Migration Authorisation Code (MAC), which you then pass on to your new provider, allowing them to set up your service without a break in your connection.

Your ISP is now obliged to provide a MAC code so you can switch. The code is not applicable to services delivered by cable, such as Virgin Media (formerly ntl:Telewest). See Ofcom’s website for more information on the Migration Code (see useful links).

If your provider isn’t signed up to the Migration Code you will have to cancel your current contract before you can set up a new one. This means that you will have a break in your service and will either have to go without, or return to dial-up until broadband has been reinstalled in your home.

Check: Are you free of your contract obligations? If you have signed a contract you have to see it out or incur a cancellation fee, even if your current provider is signed up to the Migration Code of Practice. If you’re unsure of your contractual duties, contact us and we will check for you (note that this is not legal advice).

Check: Read the details of your warranty – has your supplier made a service agreement they may have breached? If so, you might be able to terminate your contract with them on these grounds, but make sure you read the small print.

Switching Tip 3. Keep a log

If you’ve been having trouble with your broadband connection, make sure that you keep a record each time you experience a problem. Take a screen grab of your error message, or keep a detailed written log.

Keep a diary of calls made to customer services; who you spoke to and how long you had to wait. Calls to premium or 0870 numbers can be expensive – for example, 10 calls for 10 minutes at 15p per minute is £15. Call costs to customer service centres can range from free, up to £1 a minute, so check first and keep your phone bills as a record of the total call charges.

This information may be crucial evidence if you want to cancel when you still within your minimum contract period.

Switching Tip 4. Otelo and Ofcom

If you are having service problems and want to switch provider but are having trouble doing so, you can write an open letter to Otelo, the office of the telecommunications ombudsman. 33 per cent of ISP providers are members of the body, which was set up to investigate complaints made by telecommunications customers. While the service is free for members of the public, it will actually cost your supplier money to be investigated, so you will be taken more seriously if Otelo get involved.

If your supplier isn’t a member of Otelo, you can still write to Ofcom, the independent regulator for the UK, for help.

It’s always a good idea to send a copy to the head of customer services at your supplier.

Switching Tip 5. Keep up the pressure

Being on hold for long periods of time and then getting nowhere can be disheartening, but don’t give up. Ring regularly, stay cool and don’t be abusive.

Make sure that you are well organised and have your facts to hand – you could also offer to post factual evidence of your problems.

For £12.75 a quarter, you can get easily accessible, reliable legal advice from the Which? Legal Service, so you can make sure you know your rights before relaying them clearly to your service provider.

Switching Tip 6. Make yourself heard

If none of this works get in touch with the papers. You can also send us details of your problems at advice@broadbandchoices.co.uk – we may be able to get our contacts in the media to help lobby.

But make sure you have your facts straight before you get the media involved.

Switching Tip 7. Complications

The type of broadband you currently have could limit your choices. If you are currently with Virgin Media or Kingston, then you have a cable connection and will need a mobile or landline if you want to switch to 3G or ADSL MAX.

If you want to do an LLU to LLU swap you will find that there is no migration procedure in place and that, having invested heavily in LLU technology, your supplier will try to hold on to you.

Switching Tip 8. When is 'free' really free?

Before you switch, make sure you have checked out any hidden costs in your chosen package. If you are considering a cheap or “free” broadband deal, take into account the quality of service you will be getting. Your new contract might also have a download limit which could mean that you to end up paying more than your monthly rate for big downloads. (Click here to read our article on the Hidden costs of broadband).

Switching Tip 9. Think about service

There is more to broadband than a cheap monthly charge. Consider the opening hours and costs of the call centre on our calculator.

For example, TalkTalk have recently come clean about over-stretching their customer service operation, so make sure you do your research and read customer reviews before committing to a contract.

Using the Broadband comparison search on BroadbandChoices.co.uk you can find a list of all the service providers available in your area. You can also find detailed information on each service by clicking on individual package deals.

Switching Tip 10. Talk to us

If you have any questions about switching, email advice@broadbandchoices.co.uk or call us.

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