Broadband switching guide

Common switching problems solved

Switching your broadband provider can get you a faster internet connection, a better service and save you money - which is why hundreds of thousands of people switch every year.

The vast majority of people who switch find the process simple and easy but despite regulation from Ofcom to allow seamless switching between copper wire ADSL providers, new technologies such as local loop unbundling mean that you could still encounter some problems.

Local loop unbundling

There are now nearly 6.5 million local loop unbundled (LLU) broadband lines in the UK - a number that continues to grow. LLU is popular because once providers have installed their own equipment in the local telephone exchange, they no longer have to pay BT Broadband (www.BT.com) to lease the lines - and can pass these savings on to you in the form of very cheap and even “free broadband”.

However, the different type of technology used in LLU connections means that there can be problems if you want to switch back to the BT network and back to a standard ADSL provider, and you won’t get the same seamless switch that you would when using a MAC code between two ADSL providers.

Ofcom is working on an LLU MAC code scheme, but at the moment it’s voluntary and only applies to partial LLU, where your broadband but not your phone line has been unbundled, like a BE Broadband (www.Bethere.co.uk) connection. MAC codes can’t yet be used for fully unbundled providers like TalkTalk Broadband (www.Talktalk.co.uk) or Sky Broadband (www.Sky.com).

If you have to cut off your LLU broadband and then have an ADSL line reconnected, you might have to pay a cease and re-provide fee of up to £60.

If your entire line was unbundled - with both broadband and telephone from an LLU provider - you might also have to pay to be returned to the BT network. BT now offers free line 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.

In some rare cases, customers have even found themselves being charged by two different providers, after they followed the wrong process and their old contract wasn’t properly cancelled.

Unfortunately, although Ofcom has tried to make the switching process easier, it is still difficult to get the correct information on how to switch provider, so make sure you do your research before signing up.

ISPs dragging their heels

Although it is now compulsory for ADSL providers to release MAC codes, allowing you to switch to another ADSL provider without a break in your service, some ISPs have been accused of dragging their heels in an attempt to keep customers.

Your broadband provider cannot withhold a MAC code for the purpose of debt collection, or because your contract hasn’t expired. However, if you are still bound by a contract you’ll have to complete your payments or pay an exit fee.

Your provider has to issue your MAC code within five days of your request but if you’re having trouble getting hold of it, don’t give up. Ask to speak to a manager and inform them that you’re going to write to Ofcom and Which? copying them into the letter.

Read about the Ofcom regulations.

Tagged phone lines

As increasing numbers of people switch provider to take advantage of new, better deals, some lines have been left with a “tag” or “marker”. This happens when a previous ISP hasn’t been fully removed from the line and prevents a new connection being set up.

Despite ongoing efforts from BT, line tags continue to be an occasional problem.

Ofcom, the telecoms adjudicator, advises that customers with “tagged” lines should contact the ISP that they’re switching to. Your “gaining” provider will be best placed to liaise with BT to have the tag removed.

Read more about removing line tags.

ADSL to Cable

Cable connections don’t go through the BT exchanges so MAC codes won’t work if you want to switch from an ADSL provider to Virgin Media (www.VirginMedia.com). This means that you’ll have to be disconnected from your current provider and a Virgin Media technician will have to come to your home to set up your cable internet connection. You might also have to pay a set up fee for this.

Cable to ADSL

If you want to switch the other way; from Virgin Media to an ADSL provider, but no longer have a BT line for your ADSL connection, you might have to pay to have your new line installed.

Slamming

Very occasionally, an ISP might automatically move your connection to a partner company, or change your connection to an LLU line, which is known as “slamming”. While they will notify you in writing, you will have to specify that you don’t want them to do this or they will assume they have your approval - and you could have problems leaving the service again. So make sure you thoroughly read all correspondence from your provider.

Exit fees

Even if you’ve currently got a no contract broadband connectionyou could still face a cancellation fee for leaving the service within the first 12 months. This is to recover the cost of connecting you in the first place and varies from one provider to the next. Migrating customers is cheaper than setting up completely new connections so your exit fee might also be higher if you were completely new to broadband when you signed up.

However, any exit fee you might face will be much less than you would have to pay if you had signed a 12 month contract and wanted to leave early - as you would then have to see out the remainder of your monthly payments.

Read more about no contract broadband.

Service problems

A new breed of providers have emerged in recent years, who will, like O2 Broadband (www.O2.co.uk) assess your broadband service a month after connecting, to see if you’re getting the kind of speeds you should expect for the package you’re on, moving you down to a cheaper, more appropriate plan if you’re not.

However, some people still experience problems with the speed and reliability of their broadband connections, and once you’ve signed a 12 month contract, you might find it difficult to resolve your complaints.

If you do experience problems, you should first get in touch with your new ISP and relay your concerns to them. If the issue isn’t resolved within three months you can then take your complaint to Ofcom (see useful links).

If you feel that your ISP has breached contractual agreements on service you might be able to terminate your contract without paying a cancellation fee. Try the Which? Legal Service (see useful links) for legal advice, or contact us to see if we can help.

Don’t be put off

While you should be aware of these issues, you shouldn’t let them deter you from switching broadband provider. The vast majority of people have quick and seamless switchovers, saving money and getting a much better service in the process.

Michael Phillips, Broadbandchoices.co.uk product director, said: “Switching broadband provider can potentially get you a faster internet connection, better service and it can save you money. Moreover, if consumers shop around, it needn’t mean entering into a punitive long-term contract. Consumers should act now in order to get the best deal.”

Read more about switching broadband provider.

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