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Switching Problems
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.
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 ADSL providers, new technologies such as local loop unbundling mean that you could encounter some problems.
Local loop unbundling
There are now more than 3.5 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 BT (www.BT.com) exchange, they no longer have to pay to lease the lines - and can pass these savings on to you in the form of “free broadband” from the likes of TalkTalk (www.TalkTalk.co.uk) and “free line rental” from Tiscali (www.Tiscali.co.uk).
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 a seamless switch as 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.
If you have to cut off your broadband and then have it reconnected, you might have to pay a cease and re-provide fee of £58.75
If your entire line was unbundled - broadband and telephone from an LLU provider - then you might also have to pay BT up to £124.99 to have a standard phone line reinstalled too.
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. In recent research, BroadbandChoices.co.uk found that an alarming 46 per cent of call centre operators gave the wrong information regarding LLU switches - so it makes sense to contact both the provider that you’re leaving, and your new provider on which process to follow.
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 seem to be 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.
You 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.
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 Wholesale, line tags continue to be a problem.
If after 20 days, your new provider has failed to have the tag removed, you’re entitled to contact BT Wholesale yourself on 0800 169 0934. This line has been set up to deal specifically with this issue. They don’t normally deal with the public so only call them if you genuinely have a tagged line.
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 £30 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 broadband to go through, BT will charge up to £124.99 to reconnect you, and again you’ll have a break in your broadband connection as you wait to have your BT line installed and be connected to your new ADSL provider.
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 getting back off that 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 connection, you 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 £12.75 with EFH Broadband (www.EFHbroadband.com) if you had migrated over, up to £58.75 for broadband first-timer leaving Namesco (www.Names.co.uk).
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.
A new breed of providers are starting to emerge, who will, like O2 (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 extreme 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 your broadband connection. The vast majority of people have quick and seamless switchovers, saving money and getting a much better service.
A recent ICM survey for BroadbandChoices.co.uk (January 2008) showed that switching worries about lengthy contracts and service quality were preventing 78 per cent of non-switchers from saving as much as £141.60 - while a further 29 per cent simply “couldn’t be bothered”.
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 for 2008.”
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