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Broadband switching guide
Switch from a LLU broadband provider
Ofcom, the telecommunications industry watchdog, introduced new legislation this year to make it easier for broadband customers to switch provider and take advantage of new, better deals. However, for the million plus LLU customers, this legislation hasn’t changed much.
What is LLU?
In Local Loop Unbundling (LLU), a provider installs their own equipment in the BT exchange, allowing them to provide broadband direct to the end user. This hardware means that customers can expect faster internet speeds, and Ofcom believes that LLU will bring more competition and innovation to the broadband market.
Why isn’t everyone using LLU?
For one thing, LLU isn’t available to everyone. As more exchanges are unbundled, more people can switch to LLU – some through their current provider, others by switching to an alternative LLU ISP.
Unfortunately, LLU providers have also faced a number of service problems; because it uses a different underlying technology to the more common ADSL connection, switching from ADSL to LLU is not always a seamless procedure – some people have been left without any connection at all for weeks on end. Being a relatively new technology has also meant that a few unforeseen problems have cropped up. Migrating away to other providers has also proved to be difficult for customers.
What is the switching process?
People don’t want to get stuck with a provider that they can’t leave; even if they’re happy with the service they still want the option of being able to switch.
Most people now know what a MAC code is. Migration Access Codes allow customers to switch to a new provider without a break in their connection. The use of MAC codes also means that switching has become cheaper as new ISPs just switch the connection over to their service in the local exchange.
LLU MAC codes do exist and increasing numbers of ISPs are now accepting them. They are in a different format to the traditional codes so not all providers will use them. However, having a LLU MAC doesn’t mean you won’t suffer downtime when switching provider.
If you’re switching from LLU back to non-LLU ADSL, then your new connection will use a completely different technology so you will have to be manually returned to the BT network before your new connection can be set up, and there could be a charge for this.
Even if you want to switch from one LLU provider to another, you’ll still be restricted to those companies currently supplying broadband from your local exchange.
There is no migration process from LLU to cable (www.virginmedia.com)
You also need to be aware that if your entire connection is switched over - that includes your line rental - then your phone line will have to be reactivated by BT if you want to return to an ADSL provider.
BT now offers free installation if you take a broadband and calls package - or a triple play package including BT Vision. Customers taking just home phone with their BT line rental pay £29.99.
But if you live in a new build home, with no line whatsoever, you might still have to pay up to £127.99 depending on how much work needs to be done.
What if my chosen ISP doesn’t accept LLU MAC codes?
The best way to find out if they’ll accept your LLU MAC is to ask them before-hand by giving them a call.
If they don’t, and you definitely want to go with that provider, then your only option will be to cancel and disconnect your LLU line, and then have a new connection set up by your new ISP. You will probably have to pay a connection fee for this and it may leave you without broadband for a period.
Compare Broadband Packages and click on the package name to see if they provide LLU. Check with individual providers to find out if they accept LLU MAC codes.
Comments
Regarding llu - education is when you read the small print before signing & experience is when you don't.
The reason many ISP's are offering below cost intro offers is to get you onto llu & trapping your number.
With 15 years experience in coms my advice to anyone with an unhappy llu situation is bite the bullet & get a new number through your new provider. This is all OFCOM's fault (that & having BT employees, ex BT employees, soon to be BT employees/consultants on the OFCOM board). Only BT can take your number back in & they will tie you into 18 month terms. But if you want weeks of heartache & wasted phone calls ignore me & try to port your old number to your new provider. In the end you will do it as per my advice anyway.
- Dec 10 2010 5:34PM
Unfortunately, this charge is in Virgin Media's terms & conditions, which state:
If you cancel your Broadband Service and either (i) you do not transfer your broadband service to a new provider, or (ii) your new service provider does not use a recognised transfer process to transfer your Broadband Service, you will pay a disconnection charge of £23.50. You will also be charged a disconnection fee of £23.50 if your Broadband Service is terminated by us for non-payment of charges .
This fee is to cover the cease charges that we are required to pay to our wholesale service providers and associated administration costs.
The disconnection fee will not be payable where you are moving home and you have subscribed to Virgin Media's National or Cable broadband services at your new address.
It also states that the charge applies even if your contract has expired.
Hope this helps,
Garnet - May 4 2010 3:02PM
Cancelling?-You will have to pay the cancellation charge if you wish to cancel your services outright
Migrating away to another service provider?-You would have to pay the cancellation charge if your new ISP uses a the LLU (Local Loop Unbundling) technology, if they do not then you are not liable to pay anything (please ask your new ISP if they are on the LLU platform to be sure)"
I assume sky uses LLU, does this mean I will have to pay these cancellation charges. Is virgin correct in charging these? Isn't it a way of minting money in one way or other? - May 4 2010 2:00PM
So I then asked my current provider UWClub/Telecom Plus who I believe obtain their LLU services from OpalTelecom/TalkTalk) for their position and this is the reply
"There is currently no technical procedure in place to transfer broadband services from one LLU exchange to another. You will need to transfer back to BT after which you can then transfer to Talk Talk
As your services are provided on our LLU network, a MAC cannot be issued and is not required".
- Feb 6 2010 4:22PM
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