Broadband switching guide

MAC broadband codes: know your rights

If you’ve ever tried to switch broadband suppliers, you’ll know that you need a MAC (Migration Authorisation Code) from your old ISP to enable the switch. The code identifies your phone line so that the new company can take over. Obtaining a MAC can be difficult, but new rules introduced on February 14th 2007 are making the switching process a lot simpler and fairer.

Old MAC code rules

Under the old rules, every ISP had the option of signing up to the Migration Code of Practice, but no supplier was obliged to provide a MAC if it didn’t want to.

Why change the rules?

The old system meant that you could get a MAC from some suppliers but not from others. So some suppliers were effectively preventing their customers from switching to a different ISP.

While Ofcom was striving to create a broadband market that was fair and allowed customers to benefit from competition between ISPs, this very practical issue stood in the way.

New MAC code rules

• Your broadband provider must supply a MAC on request within five working days, along with its expiry date, and must not charge for this service
• Your new provider must accept a valid MAC.
• Your provider cannot withhold a MAC for the purposes of debt collection, or for contractual reasons
• If you request a MAC inside your minimum contract period you will still be liable for any contractual obligations (including paying subscription charges for your minimum contract period, etc)
• If a MAC cannot be issued, the provider must explain why
• Providers should offer you reasonable assistance in migrating from or to another provider
• The provider must not disconnect a customer’s service if a MAC is requested
• The provider must provide two different ways to obtain a MAC (eg by phone, post, website, etc)
• A provider must re-issue a MAC on subsequent requests if the previous MAC has expired
• Your new provider can still refuse to supply a service for business reasons including credit worthiness
• It is only compulsory for an ISP to provide a MAC for home consumers and small businesses (with fewer than ten employees).

Does this make switching easier?

Yes. When it was not compulsory to provide a MAC, unscrupulous practices by some ISPs were making it extremely difficult to switch suppliers, with the process sometimes taking months and incurring costs.

Ofcom claims that the majority of switches have always been seamless and were carried out with relatively little effort by the consumer, but changing the rules on MACs should give the rest of us a trouble-free switch as well.

Now that suppliers are not allowed to charge for supplying a MAC or allowing a switch, the process will also be cheaper for many customers.

What if I’m with Cable or Bulldog?

If you have a cable broadband connection, it will come through its own phone line, with your ISP’s logo on the main socket. If you want to switch to a new provider, that new provider will have to come to your house and install its own phone line and socket. As you won’t be using the old line and it won’t be taken over by a new company, you don’t have to worry about obtaining a MAC.

What if the supplier still refuses to give me a MAC code?

Ofcom, the industry regulator, expects there to be a few teething problems as the ISPs get to grips with the new rules, but these should not last beyond a few weeks. If you are having trouble, contact the supplier you wish to switch to for advice. They should be able to find out whether there is a specific reason for the delay. If this is unsuccessful, you should complain directly to Ofcom by visiting (see useful links) - Ofcom has the power to investigate and take enforcement action against any ISP found to be in breach of the new rules.

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