If you’re having technical, service or supply problems, or just have a question you want answering, why not write to OurExpert@BroadbandChoices.co.uk
Michael Phillips is product director at BroadbandChoices.co.uk and can help with anything from contractual problems, to giving technical advice or telling you how to speed up those slow movie downloads.
On the subject of migrating, our expert says...
Hi William. Ok, let’s deal with the issue of terminating your contract with Tiscali(www.tiscali.co.uk) first. Moving between one ISP and another ought to be fairly straightforward, but there are various pitfalls that need to be carefully manoeuvred around to avoid attracting extra costs and hassle at migration time.
Migration Pitfalls
Follow these rules to make your migration from Tiscali both pain free and cost free:
• In order to move to another ISP, you need to request a MAC code (I suggest both over the phone and in writing). Requesting a MAC code is vital. Without a MAC code, migration can be troublesome. Moreover, Tiscali will charge you a straight £40 cessation fee if you do not request a MAC code.
• Having requested your MAC code from Tiscali, they should provide you with the code in four days or under.
• Your account with Tiscali will not be terminated until you’ve handed your MAC code over to your new ISP and this has been acknowledged by Tiscali. In essence, make sure Tiscali are aware you’ve used your MAC after your account with the new ISP has been activated, or you could end up paying for two services simultaneously.
• If you terminate your contract with Tiscali early, they will insist you pay the outstanding balance in one lump sum. For example, should you terminate six months before the contract ends, you will then be liable to pay for six months worth of service immediately. Therefore, if you’re so desperate to get away that you don’t intend to see the contract through, don’t terminate the contract any earlier than a month before completion.
• Some ISPs may insist you return their hardware which you had effectively ‘loaned’ from them, which can significantly increase the cost of your migration. Other ISPs (such as Zen Internet(www.zen.co.uk) provide a freepost bag with which to return your hardware.
Free Laptop Deals
Sorry William, but the TalkTalk(www.talktalk.co.uk) deal you’re referring to does not feature a free laptop incentive.
However, that doesn’t stop us looking into the free laptop sector of the market and evaluating some of the current deals on offer.
Contracts associated with free laptop deals tend to be lengthy, most weigh in at 24 months or more. Is it worth signing yourself away for two years just for the free laptop? Let’s compare the AOL(www.aol.com) laptop deal with the TalkTalk deal you’re considering a move to:
Including the out of area loading fee, AOL is now £528.72 more expensive than TalkTalk. The laptop can be obtained for £289.99, so buying a laptop and taking the TalkTalk deal would net you a saving of just under £240.
Choosing the Right Supplier
Employ the correct strategy, and switching suppliers will save you money.
If you already own a wireless router and all the necessary hardware, opt for a deal that doesn’t provide hardware. It may sound obvious, but if an ISP includes hardware in the package, then this ‘free’ hardware will be reflected in the ISP’s tariff rates, and you’ll pay for it somewhere down the line. If you’re already in ownership of the hardware, then why pay for it again?
ISPs are desperate for your custom, therefore you should make them work hard for it. Certain ISPs, such as Zen Internet, will waive their connection fee should you migrate to them. Taking this route would net you a saving of £47.
What Can Your Broadband Connection do for you?
Ascertain exactly what key function you’ll be expecting your broadband and phone bundle to perform and the dilemma of which ISP to switch to becomes a whole lot easier.
For Heavy Downloaders: The Be Broadband(www.bethere.co.uk) ‘Be Value’ and O2 ‘Standard’ packages both benefit from unlimited downloads with no fair usage restrictions, ideal for heavy downloaders.
Telephone Chatterboxes: The TalkTalk 8Mb Talk Global Anytime package allows free calls at anytime (including 36 international destinations).
Good Customer Service: Customer support is fast becoming a key commodity for a number of consumers looking for new service and utilities providers. AOL and Plusnet(www.plus.net) have been commended for their customer service skills in 2008, while the BT(www.bt.com) customer helpline is free.
And Finally…
You may have to fight for your MAC code; a number of ISPs are known to drag their heels when you request a move.
Your ISP may entice you to stay with the promise of special offers and discounts. If they do, and you accept, make sure you ask the ISP to send you details of these special offers in writing, or they may never materialise.
Provide your new ISP with the MAC code as soon as you receive it from the ISP you’re migrating from. This will minimise interruption time and the inconvenience of having no broadband connection.
If you’re not sure what a MAC code is, read our handy guide.
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