Ofcom's advice on your next step

Problems with your internet service -
Problems switching between Internet Service Providers

Unable to switch ISPs

There are various ways you can move between different Internet Service Providers. (see http://www.ofcom.org.uk/consumeradvice/internet/service/switch/)

In general, the most reliable way to get accurate information and advice on the process you can use is by contacting the service provider you are considering moving to (the ‘gaining provider’). They will be able to advise you of the correct process to follow based on the best information available to them.

In most cases, in order to switch between broadband service providers, you will require a Migrations Authorisation Code (‘MAC’). However, it is important to note that the MAC process does not apply in all situations (see http://www.ofcom.org.uk/consumeradvice/internet/service/switch/)