What is a Migrations Authority Code (MAC Code)
The process of migration works by means of a migration authorisation code
(“MAC”) which customers obtain from their existing provider and
give to the new provider they have chosen. Customers need to follow three
main steps:
Obtaining your MAC from your Existing Provider
A customer wishing to change their service provider must first contact their
existing service provider and request a MAC (customers should not request
the service be ceased). A Migrations Authority Code is issued by your current
internet service provider (ISP). This code is used then to authenticate the
migration request from your current (Old) ISP to your new ISP and it's purpose
enables the migration between your old & new provider a much simpler
and quicker process for you.
You shouldn't need to cancel your account with your current ISP as it may
result in broadband being cancelled on your telephone line with unwanted & inconvenienced
downtime, as this would make it difficult for you to transfer your service
and you would need to order broadband from scratch. Let the ISPs do the hard
work for you. It wouldn't be surprising if your current provider tried to
entice you with a free upgrade to keep your business.
It could take anything from approximately 7 to 14 days in total to change
to your new provider, though the new provider will try & complete this
as quickly as possible for you and varies from one ISP to another.
As a suggestion get an estimate from your old ISP. Your new ISP should provide
you with a date for the transfer of the service.
Receiving your MAC from your Existing Provider
The existing service provider (Old ISP) will send the MAC to the customer
within 5 working days. The MAC is valid for a period of 30 days from the
date that it is issued.
Passing on the MAC to the New Provider
The customer must then present the MAC to the provider they wish to migrate
to. The gaining provider will then process the request and inform the customer
of the transfer date.
Once this has all, hopefully seamlessly, gone through and the new ISP network
have confirmed to your old ISP that your connection has been transferred,
your new ISP should make the necessary arrangements to prevent further subscriptions
being debited from your old ISP.
Customers' Rights and Obligations
Under the terms of the code:
- The existing / current service provider cannot unreasonably refuse to
issue an authorisation code and may only withhold a code if:
- the request is not made by the account holder or
the account holder is deceased
- the contract has already been terminated and the
connection ceased
However, the existing service provider must explain the reasons and supply
information on how to appeal against the decision;
- The existing / current service provider cannot withhold an authorisation
code to enforce debt collection or contractual rights.
However, customers are not freed from contractual
obligations they have entered in to with their existing service provider,
for example customers will have to honour the remaining term of an existing
contract or pay early cancellation fees, if applicable. An existing service
provider will still be able to take reasonable action to enforce their
contractual rights even after a customer has migrated to a new service
provider.
Service Providers Covered by the Code
Individual service providers should advise on whether the code of practice
applies to their customers & maybe a question you should address before
commencement of applying for a new service, whether or not you have an existing
service already to prevent complications down the line
The code of practice is only relevant to broadband services which are delivered
by certain types of BT access lines. It is not relevant to services delivered
via cable.
As already mentioned the code of practice is a voluntary measure between some,
but not all, ISPs offering broadband access. Internet Service Providers who
have signed up to the code as of 5th May, 2006 are:
*AAISP, AOL, BlueLeaf Internet Limited, Brightview Internet Services Ltd,
BT, Bulldog, Care4free, Community Internet, Dark Marketing Ltd, DCi Broadband),
Demon, Dial Start, Easynet, Eclipse Internet, EFHBroadband.com, Entanet,
Euro1Net.com, Exa Networks, Fast.co.uk, freenetname, Global Internet, ic24,
Internet Central, InterViVo Networks Ltd, LCC Communications Ltd, Madasafish,
Net Access, Netplan Internet Solutions, Nildram (Accent UK), NTL Freedom,
PIPEX Internet, Spitfire, Telefonica UK, Tiscali UK Ltd, Totalise, Uniworld,
Virgin, VNL, Waitrose.com, Wanadoo UK plc, Your Site Here, Zen Internet.
Please note this list may change at anytime and the inclusion or omission
of any providers should be verified by yourself.
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