Migrations Authorisation Code (MAC) Broadband Migrations Process
A1.1 The Communications Provider shall, at the request of:
- an End-User of the Communications Provider; or
- another Communications Provider who acquires a Broadband Service from the Communications Provider
issue a MAC for a Broadband Service where the Broadband Service is a service to which the MAC Broadband Migrations Process applies.
A1.2 The MAC Broadband Migrations Process applies to the supply by the Communications Provider of all DSL services, with the exception of those DSL services that are required to be migrated by means of a process that relates to the supply of a Fixed Line Telephone Service supplied in conjunction with the DSL service.
A1.3 The Communications Provider shall take reasonable steps to validate the identity of an End-User who has contacted the Communications Provider to request a MAC for a Broadband Service, before issuing a MAC to the End-User.
A1.4 The Communications Provider shall provide its End-Users with two or more of the following contact methods:
- telephone numbers;
- e-mail address; and
- postal address,
for the purposes of an End-User contacting the Communications Provider to obtain a MAC.
Issuing MACs to End-Users
A1.5 The Communications Provider shall communicate the MAC to the End-User in writing by letter and/or by e-mail within five working days of receipt of the End-User’s request save for A1.6.
A1.6 Where the Communications Provider has issued the MAC to the End-User over the telephone (including details about the MAC validity period and expiry date and the Broadband Service to which the MAC relates), the Communications Provider is not required to communicate the MAC to the End-User in writing.
A1.7 The written response (e-mail or letter) to the End-User containing the MAC shall clearly indicate:
- the MAC (or MACs);
- the MAC validity period and expiry date; and
- the Broadband Service(s) to which the MAC(s) applies.
A1.8 At any time prior to the expiry of the MAC validity period, the Communications Provider shall remind the End-User of the MAC if requested by the End-User.
A1.9 Where a MAC has already been requested and provided, the Communications Provider shall not impose any limits on the number of additional times an End-User may request the provision of a new MAC in relation to the Broadband Service, following the expiry of any other MACs.
A1.10 The Communications Provider shall issue a MAC to the End-User free of charge.
Refusal to issue a MAC
A1.11 The Communications Provider shall only refuse to issue a MAC to their End-User if:
- the Communications Provider has, by taking reasonable steps, been unable to validate the identity of the person requesting the MAC as the End-User;
- the Broadband Service contract has already been terminated;
- a MAC which is still within its MAC validity period has already been requested and issued by the Communications Provider in relation to the Broadband Service; and
- the Communications Provider has already submitted a Cease Request for the Broadband Service; and
- the Communications Provider is unable to obtain a MAC from a Broadband Network Communications Provider.
A1.12 Where the Communications Provider is unable to, or refuses to, provide a MAC to the End-User, the Communications Provider shall provide the End-User with a clear explanation of why the MAC has not been provided.
Cease requests and notice to terminate a Broadband Service
A1.13 The Communications Provider shall not issue a Cease Request for the Broadband Service unless the Communications Provider has established that the End-User does not wish to transfer the Broadband Service to another Communications Provider.
A1.14 The Communications Provider shall, when issuing a MAC, confirm to the End-User that any previous termination by the End-User has been revoked, and shall ensure that any current or pending termination actions are cancelled.
MAC validity and migration dates
A1.15 The Communications Provider shall not terminate the Broadband Service on account of the MAC validity period expiring unless the Communications Provider has received notification that the End-User’s Broadband Service has been migrated to another Communications Provider.
A1.16 Where a Customer provides a MAC within its validity period, together with a request to effect a transfer of the Broadband Service to the Communications Provider, the Communications Provider shall proceed with the migration and inform the Customer of the Default Migration Date.
A1.17 The Communications Provider shall, at the request of a Customer up until one Working Day prior to the Default Migration Date:
- accept a request to extend the Default Migration Date to a later Migration Date (“Requested Migration Date”), provided the MAC validity period has not expired within five days of the Requested Migration Date; or
- cancel the Default Migration Date or Requested Migration Date.
Erroneous MAC migrations
A1.18 The Communications Provider shall provide a recovery process so that in the event of an erroneous migration effected by way of a MAC, the End-User’s Broadband Service can be restored to the original Communications Provider with minimum disruption.
Information about the MAC Broadband Migrations Process
A1.19 The Communications Provider shall publicise the availability of the MAC Broadband Migrations Process to End-Users, including providing the following information:
- an explanation of how the MAC is used to facilitate the transfer of a Broadband Service to another Communications Provider;
- details of how an End-User may request a MAC from the Communications Provider, such as telephone, email and postal contact details;
- reasons why the Communications Provider may not be able to issue a MAC;
- details of the complaints handling process for complaints about a failure by the Communications Provider to issue a MAC;
- alternative migration options for an End-User if the Communications Provider cannot issue a MAC for the Broadband Service;
- the default Migration Date that applies when a MAC is provided to the Communications Provider by a Customer for the purposes of transferring the Broadband Service to the Communications Provider; and
- any options available to the End-User to request a Migration Date later than the Default Migration Date.
A1.20 Publication of the information set out in A1.19 above shall be effected by publishing the information on the Communications Provider’s website, and by sending a copy of the information if so requested by an End-User.
Complaints about the MAC Broadband Migrations Process
A1.21 The Communications Provider shall handle complaints from End-Users in relation to a decision to refuse, or a failure by, the Communications Provider to issue a MAC, as part of its existing complaints handling processes.
Broadband Network Services
A1.22 Where the Communications Provider provides Broadband Network Services, the Communications Provider shall also ensure that it:
- effects the transfer of a Broadband Service on the Default Migration Date, unless a later Migration Date has been requested by the Communications Provider for the transfer to be effected;
- notifies the Communications Provider who formerly provided the Broadband Service of the date that the transfer has been effected to another Communications Provider; and
- has a process that enables an erroneous service migration effected using a MAC to be reversed, so that the Broadband Service can be restored to the original Communications Provider who requested the MAC.
Advice and complaints
Your fixed line, mobile and internet
Our job is to make sure that phone companies treat you fairly.
Our advice and monitoring forms
TV and Radio Programmes
Are you concerned about a programme you have seen on television or listened to on the radio?
Find out how to complain
TV and Radio reception problems
The BBC are responsible for investigating complaints of interference to domestic radio and television.
Advice and how to report a problem
Stay up to date
The Communications Market
The Consumer Experience