Ofcom's advice on your next step

The Internet -
Ofcom Broadband Speeds Voluntary Code of Practice

If you want to change your ISP you should take the following steps:

• You must first contact your existing service provider and ask them for a ‘MAC’. MAC refers to ‘migrations authorisation code’. You should not ask for your service to be stopped.
• Your existing ISP will send the MAC to you within five working days. The MAC is valid for a period of 30 days from the date it is issued.
• You should then present the MAC to the ISP you want to switch to. Your new service provider will then process the request and inform you of the transfer date.
• You should find out from your new ISP whether there is likely to be any downtime or loss of service during the transfer process.

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Please note: We do not investigate individual consumer complaints. However, we record and monitor complaint levels. If we identify an area of concern we may raise the matter with the management of the company directly.

The information you provide will be used for monitoring purposes. We will not respond to you about your individual complaint.

Ofcom has recently published a voluntary Code of Practice for fixed-line ISPs that requires them to provide customers with an accurate estimate of maximum line speed at the point of sale. For further information on the Code of Practice, including a plain English summary and FAQs, and to find out which ISPs have signed up, please click the link below.