Switching providers

Switching broadband providers can seem daunting, as it comes with the worry that you may lose data or your email address that you have with your current provider.

A MAC code can streamline this process making the switch far easier.

What is a MAC code?

Most broadband providers have signed up to a mandatory Ofcom scheme known as General Condition 22, whereby providers give departing customers a MAC code (Migrations Authority Code).

The transfer process involves your current provider giving you a code that your new provider will use to transfer your details swiftly. Using the MAC code also minimises downtime, which would occur if you simply cancelled one broadband connection and ordered another.

What will happen to my service?

At this stage it's important that you don't tell your existing provider to cancel the service immediately. Most providers will automatically cancel your service once the migration to your new ISP is completed. Please check with your current ISP that this is their practice. MACs must be used within 30 days of being issued.

What if they won't give me my MAC code?

Under Ofcom's General Condition 22 firms must provide you with a MAC code, either via email or over the phone within five working days. The only reasons they can withhold a MAC code are if you have already cancelled your broadband connection or if the account holder is deceased.

How do I sign up to Greenbee once I have a MAC code?

You have the option of either signing up over the telephone or online. If you choose to sign up to Greenbee online you'll be asked to enter your telephone number on our sign up pages. When you do, our systems will automatically detect that you already have broadband installed on your line and prompt you for the MAC code. Please enter it and complete your order. You'll receive an email from us confirming your order. It will take us between 7 and 10 working days to switch your broadband service over to Greenbee. However you will still have broadband through your current provider until we switch you over to our network.

Even if you don't have a MAC code when placing your order, you can proceed without it and email it to us later.

The benefit of switching providers in this way is that you won't have to go without broadband!

How can I avoid losing my email address?

Ask your provider whether you can keep your address if you switch from their service. Many providers, like Greenbee, offer you the opportunity to keep your email address for a small annual fee if you decide to leave. Otherwise there are other larger providers such as google and hotmail that will provide you with an email address for free. In this case you might be able to 'route' mail from your old email address to your new inbox.

Greenbee will offer you a new email address, with webmail access when you sign up to Greenbee Telecoms.

© John Lewis Partnership 2006 - 2010