Migration Authorisation Codes (MACs)

With more people on-line than ever before, the broadband market is introducing bigger and better deals to attract customers to their services.

If a customer already has a broadband service, it’s usually straightforward to change to a new one. The MAC (Migration Authorisation Code) process allows for a transfer to happen quickly and seamlessly.

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. Companies must also offer at least two methods of providing a MAC (by email, phone or post etc).

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

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

Where the MAC process does not apply, the losing broadband supplier should make arrangements for the ‘tag’ to be removed from the line. This should be done within 10 working days and will allow you to have services with the provider of your choice.

If your provider does not issue your MAC within 5 working days (and you fall within the criteria above), you should follow their complaints procedure. Details of this should be available through their website or customer services.

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Communications Market Report 2010