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 internet, 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.

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 a massive £50 in 2003; today you can get a 24Mb broadband package from as little as £6.99 a month. 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.

Check out our list of broadband switching offers, which are available exclusively to customers migrating to a new broadband provider.

2. Know your rights

Ofcom’s switching rules work 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 simply pass on to your new provider, allowing your service to be set up without a break in your connection.

Although MAC codes can’t be used to switch between cable and copper wire ADSL providers, or some full local loop unbundled (LLU) providers, all participating ISPs must issue your MAC code within five days of your request.

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, speak to your ISP.

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 and get professional advice first.

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're still within your minimum contract period.

4. Ombudsman Services: Communications 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 Ombudsman Services: Communications, the office of the telecommunications ombudsman. Around 300 telecoms companies are signed up to Ombudsman Services: Communications, 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 Ombudsman Services: Communications get involved.

If your supplier isn’t a member of Ombudsman Services: Communications, 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 too.

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 £51 for a year, 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.

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.

7. Complications

The type of broadband you currently have could limit your choices. If you are currently with Virgin Media (www.Virginmedia.com) or Kingston Communications, then you have a cable connection and will need a “BT” landline installed if you want to switch to an ADSL connection.

There is currently no migration procedure in place if you want to do a full LLU to LLU swap, which means that it can take longer to switch.

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 heavy downloading. Click here to read our article on the hidden costs of broadband.

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.

Also, if you're a technophobe and want to get through to a UK-based call centre when you have a technical problem, make sure you check out where your new supplier’s technical support and customer service is based.

10. Talk to us

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

Use our broadband comparison calculator to find the best deals in your area. You can also find detailed information on each service by clicking on individual package deals to find out more about broadband speeds, download allowances and any hidden costs.

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