As anyone who has made the switch from dial-up internet connections to broadband will tell you, broadband is wonderful - fast and reliable access to the internet whenever you need it at a fixed price. What more could you ask for?
However, it is likely that at some time you will want to change to a different broadband provider. This could be because your current ISP isn’t providing the level of service your organisation requires, but is equally likely to be because another provider offers faster connection speeds or a better price. Whatever reasons you might have for changing ISP, the process is the same.
Please note this article discusses switching ADSL broadband services. The process may be different for organisations using cable, wireless or some other types of broadband connection.
Throwing the switch
If you already know which ISP you want to switch to, the hardest part of the switching task is already complete. If you haven’t yet decided, have a look at the section labelled Choosing a Provider in the knowledgebase article Getting Connected to the Internet, and read about a few providers on ADSL Guide.
Once you have made a choice, get in touch with your current ISP, and explain that you wish to change providers and you require a MAC number. Make sure to explain that you do not want to cease your connection, but that you are looking to transfer to a different provider.
A MAC number is an administrative code used to identify your DSL connection and verify that you have genuinely asked for a transfer. MAC stands for Migration Authorisation Code.
Armed with your MAC number, call up the new ISP and tell them you wish to avail your organisation of their splendid services and will be transferring your connection from another ISP. At this stage, they will ask you if you have a MAC code. Being forewarned, you already have it. Aren’t you glad you read this article?
MAC code handed over, your new ISP will let you know how long before your connection is transferred (usually around ten days). When this time comes, all going smoothly your internet connection will go down. Twenty minutes or so later, the connection should come back, this time with your new faster, cheaper, rockin’ ISP. Fantastic!
When things go wrong
Did I just write something about things going smoothly? In the majority of cases, the process above describes exactly the way things work — but of course, sometimes things don’t go smoothly, do they?
Problems can arise at a number of stages, which can make the procedure less straightforward than it should be.
Your ISP may not be as forthcoming with that MAC number as they might. A phenomenon known as “Tag on line” might mean your new ISP is unable to make the transfer even with the MAC number. Additionally, delays and faults can arise during the process of actually making the switch.
Give me my MAC!
A relatively common complaint is that a broadband provider will not provide a MAC number. ISPs know that without a MAC number, switching means losing your ADSL connection, and waiting for the other provider to set up a brand new connection – this can mean a month without an internet connection. Faced with this choice, many customers will prefer not to switch at all.
They may have an array of excuses for not being able to provide your MAC – ask them to supply these in writing. If they won’t do this, you can be confident that they are playing games.
It is for this very reason that OFCOM are currently investigating making it compulsory for ISPs to issue MAC numbers to customers who request them. It is likely that this will be the case from some time in 2007.
If you are having trouble switching now, this isn’t much comfort. You can check to see if the offending ISP is signed up to the voluntary code of practice on Broadband Migration at, and if they are, remind them of this. If they persist in refusing to hand over your MAC, and do not give a satisfactory explanation, you may have to stick with them, or risk the downtime of a non-MAC expedited switch. Should it come to this, you may want to complain to Ofcom and CISAS (the Communications and Internet Services Adjudication Scheme). You may be able to receive compensation.
Tag on line
Another problem that can arise, even if you have been issued with a MAC, is the phenomenon known as ‘tag on line’. This means that when your new ISP tries to set up the connection on your phone line, their systems are warned that an incompatible service exists on the line. Often this is a mistake, but until it is rectified, you will not be able to switch providers. Information on what to do about Tag on line can be found on Ofcom’s website.
Things to think about when choosing a new ISP
Will I be able to switch ISPs easily in future?
When talking to a prospective new ISP, ask them their policy on issuing MAC numbers – you may want to switch ISPs again in the future. In addition, that an ISP is happy to issue MAC numbers shows they are confident you won’t actually want to use one!
Is this new offer really the best deal?
Work out the Total Cost of Ownership over the first and second years of any new deals. Often ISPs will give a large discount for the first few months of service. When the price goes back to normal, you may find you pay more than you would have with someone else. When making comparisons, always calculate how much the first and second years will cost.
How long will I be signed up for?
Many ISPs ask you to sign up for a specific time – usually a year or eighteen months. They may offer a discounted price to customers who do this. If you are not given the choice, make sure that you can get out of the contract if the ISP does not deliver the service they promised.
The vast majority of broadband transfers go smoothly, and with any luck, you will experience no difficulties. Managing the process should minimise your risks. With any luck, switching broadband provider will be a rare, but pleasant, experience.
About the author
Lasa Information Systems TeamLasa Information Systems Team provides a range of services to community and voluntary organisations including ICT Health Checks and consulting on the best application of technology in your organisation. Lasa IST is responsible for maintaining the ICT Hub Knowledgebase.
