MAC law hasn't helped switching

Rules introduced one year ago to help customers switch their broadband supplier haven't worked as well as they could have, according to uSwitch.com.

The price-comparison service has claimed that the introduction of a law compelling ISPs to provide a migration authorisation code (MAC) within five days to any customer who requests it has not been effective.

A MAC is required by a new provider to set up a broadband service for a customer, so it can take control of the line and make sure the customer doesn't receive bills from their old ISP.

But many providers aren't sticking to rules laid down by industry regulator and are failing to provide the MAC within the required timescale.

According to uSwitch.com, less than half of broadband switchers it questioned received a MAC code the first time they asked for it and 24 per cent had to chase their provider at least once.

Steve Weller of uSwitch.com, said: "It's disappointing that despite the mandatory Code of Practice being introduced, providers are still dragging their heels at the customer's expense. Ofcom needs to address this issue as a matter of urgency and come down hard on providers failing to deliver a MAC code. If this means issuing financial penalties then so be it."

Last week, a separate survey from Broadbandchoices.co.uk found that many people in the UK were scared to change ISP as they had no confidence in the MAC process.

However, Ofcom reports that since the law was changed it has seen less complaints about the switching procedure.

"In the 12 months since the introduction of this General Condition and the opening of Ofcom’s enforcement programme to ensure compliance with this condition, the number of MAC-related complaints received by Ofcom has fallen, from 825 in March 2007 when the programme began to 517 in January 2008," said Ofcom in a statement.

Have you had trouble switching broadband provider? Have your say at www.webuser.co.uk/forums.

www.uswitch.com
www.ofcom.org.uk
www.broadbandchoices.co.uk