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Switch Broadband Provider

Switching or migrating to a new broadband provider is a common task that should be a straight forward process. However unfortunately over the last few years many people have reported problems trying to leave one internet service provider and sign up with another. The ISP's are naturally happy to welcome new customers but less pleased to lose one to the competition. Happily today this is rarer and ISP's should have a process in place to make switching as easy as possible.

What is a MAC code

In early 2007 Ofcom announced new rules that require broadband providers to supply consumers with a Migration Authorisation Code (MAC) upon request and free of charge.

A MAC code is a unique alphanumeric reference that identifies your ADSL connection. The MAC code enables broadband providers to perform your switch in a smooth and timely manner with minimum downtime to your internet connection.

The MAC process

  1. Contact your provider and ask for a MAC. Don't cancel your service.
  2. Your provider will generate the MAC code and give it to you within 5 days. It is valid for 30 days from issue.
  3. Give the MAC code to your new broadband provider who will then process your request and inform you of the activation date.
  4. There should only be about 20 minutes downtime during the switch over.

The MAC code process works best when switching between ISPs who are part of the BT Wholesale network. Switching from or between ISP's who have unbundled exchanges (LLU) can be more problematic. However every ISP should be able to generate a MAC code even if they initially suggest they cannot.

A MAC is not available for a cable broadband connection.

Cease and re-provide Process

This process of changing broadband providers is generally used when a seamless MAC process is not possible. Cease and re-provide essentially means you cancel the service from your current ISP (there may be cancellation fees due) and then order a new one from the gaining ISP. A cease order will take around 5 days to complete and then another 10-14 days for your new account to be activated. This will obviously involve a considerable time without a broadband connection.

Before you switch

First thing to do is check your existing contract for any cancellation fees that may be payable if you end the contract. This is reasonably likely if you are looking to switch within the first 12 months. If a fee is payable you can calculate whether it is still viable to switch now or wait a little longer.

Use our broadband checker service and broadband deals pages to choose your preferred new ISP.

Understand that your current ISP is unlikely to want you to leave their service and join a competitor. So when you ring and ask for a Migration Authorisation Code they will often have a specialized team of people whose job is to persuade you to stay with them. This can work to your favour if they offer to reduce the price or increase the speed of your current deal and you are willing to give them another go.

Switching between ADSL and Cable broadband

Cable and ADSL broadband services operate over totally separate equipment and technologies which can make switching between the two simpler. The best approach in this case to limit the amount of downtime for your internet connection is to run the two services in parallel. Sign up to the new ISP and wait until it is installed successfully before canceling your current service. That way you can make sure you always have a working broadband connection.