BT backs Ofcom's migration plans

BT has hit out at a report in yesterday's Times that accused it of "vigorously resisting" the telecoms regulator's plans for allowing customers to change broadband providers more easily.

The report suggested that BT was opposed to Ofcom's proposals to make it compulsory for ISPs to provide customers with a migration authorisation code (MAC) if they wish to change to another provider.

Earlier this year, Ofcom stated that it had decided to investigate reports from broadband users who were frustrated by difficulties they had encountered when trying to change broadband provider.

MACs are essential to the migration process and though Ofcom said that in the majority of cases of people switching broadband provider there were no real problems, there was a minority of instances where 'serious and disruptive' problems arose. These issues were the result of providers being reluctant to provide MACs.

A broadband provider might be resistant to providing a MAC in certain circumstances, for example when a customer owes it money for services or hardware provided. Currently, there is no law that makes it compulsory for ISPs to issue the MAC, though this is what Ofcom wants to see. An honourable agreement is all that there is in place concerning the issuing of MACs, meaning Ofcom has no effective way of reprimanding providers that don't play ball.

Ofcom embarked on a consultation process over the summer, giving concerned parties the chance to respond to its proposals. The deadline for responses passed on 5 October, and BT issued a report that day. In it, BT declared that "in principle, BT supports Ofcom's proposal to introduce a new General Condition to mandate the use of the MAC process by all Service Providers offering DSL and SMPF services."

However, buried deeper in the report, BT voices concerns about the cost and practicality of Ofcom's proposals.

"It should not be the role of the wholesale broadband Service Provider... to supply a MAC to an end user with whom they have no relationship," the report states. One of the reasons it cites for this is because "the implementation costs and processes that would need to be put in place are likely to be prohibitive".

But BT denies the charge of "vigorously resisting" the proposals.

"To suggest we are in some way not co-operating with MAC or consultation is just ridiculous. We are fully committed to the MAC process - we want to make sure customers who choose to switch can do so without fuss," a BT spokesperson said.

"BT thinks MAC is best enforced rigorously at the Retail level because this is where the customer has the contact and the relationship with their provider. The alternatives have some practical drawbacks - but we've said there should be a review after the compulsory process has had a chance to bed in," he continued.

http://www.bt.com/
http://www.ofcom.com/

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