Migration Authorisation Codes (MACs)

It’s become much easier to switch broadband providers in recent years.

One of the reasons for this improvement in switching was Ofcom’s introduction of mandatory Migration Authorisation Codes or MACs.

A MAC is a unique code which identifies a particular line and enables customers to switch ISPs smoothly and with minimal disruption.

How to switch

Once you have decided you want to change broadband provider, use our template letter to help you with the switching process.

However, it’s important to remember that you need to operate within the terms of your existing broadband contract.

Most broadband contracts operate for a fixed term (12 or 18 months, for example), and users can be charged for prematurely ending the contract.

It is therefore important to check the terms of your contract before entering the switching process.

The MAC process

Under Ofcom regulations, where a consumer or small business (with 10 or fewer employees) wishes to change broadband provider, a MAC must be issued within 5 working days of request.

The MAC – which is valid for a period of 30 days – consists of four letters beginning with L followed by between seven and nine numbers, a slash, and five alphanumeric characters (e.g. LAEM1234567/1F6HT).

You should present the MAC to the ISP you want to switch to and it will then process the request to migrate and inform you of the transfer date.

The service should then be transferred seamlessly and with little or no disruption of service.

Refused a MAC?

However, there are some circumstances where the ‘losing’ broadband supplier can refuse to provide a MAC. These are:

• the broadband supplier cannot confirm they are dealing with the named account holder
• the broadband service has already been disconnected or is in the process of being disconnected
• the broadband supplier has already issued a MAC and it is still valid
• the broadband supplier is unable to obtain the MAC from their own supplier
• the broadband service is supplied through a full Local Loop Unbundling package

However, if any of these apply to you, your broadband supplier must make this clear.

How to complain

If your provider does not issue your MAC within 5 working days, use our template letter to complain to them about the problem.

If your problem is not resolved you can submit your complaint to an independent Alternative Dispute Resolution (ADR) scheme.

Ask your provider for a ‘deadlock’ letter so that you can refer your dispute to the relevant scheme.

Or, if more than eight weeks have passed since you first made your complaint you can contact the ADR directly.

At the moment Ofcom has approved two ADR schemes – CISAS and Ombudsman Services: Communications.

Your phone company will tell you which scheme it is a member of, or you can use our ADR checker.

Watch our video guide to telecoms complaints

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