Switching Broadband Providers Hampered By MAC Codes

Brits wanting to switch broadband providers have encountered delays in getting a MAC (Migration Authorisation Code) code.

Switching broadband provider is a straightforward process, however a third of those who have changed provider in the last year have encountered delays in getting a MAC code, research by moneysupermarket.com has found.

The delays could be costing broadband users up to £143 per year, according to the price comparison web site.

A MAC code is a 17 or 18 digit alphanumeric code that includes information such as details of your current exchange, type of line and other identifiers that assist your new broadband provider switch your service to them without any downtime. You obtain your MAC code by phoning your current provider.

Ofcom regulations introduced in 2007 force all broadband providers to issue a MAC code within five working days, however the research has shown that 34 percent of people failed to receive their MAC codes within the allotted time.

Four percent of those who responded to the survey found the process too complicated and decided to stay with their current provider even though it may be costing up to £143 more per year.

Mike Wilson, broadband manager at moneysupermarket.com, finds the delays in MAC code issuance unacceptable, as he says:

“I can’t see why delays occur; the providers should have a simple process in place. The fact that customers give up on swapping to a better deal solely because of MAC problems is not acceptable, people are loosing out on big savings.”