Telecoms regulator Ofcom has proposed changes to make it
easier for users to transfer between broadband service
providers.
Ofcom has received complaints from customers who have found it
difficult to obtain a Migration Authorisation Code (MAC) from their
current supplier.
A MAC is required to switch broadband providers; without a MAC,
customers find it more difficult to change provider and may find
themselves without a broadband service while the transfer goes
through.
The MAC process is part of a voluntary industry initiative. This
means that providers who make it difficult for their customers to
obtain a MAC are unlikely to be in breach of any formal
obligations, limiting Ofcom’s ability to take action to protect
consumers.
Ofcom therefore proposes to introduce regulations that will
apply to all providers of telecommunications services, which will
make it mandatory for broadband service providers to supply
customers with MACs on request, and to comply with a specific
process for doing so.
Ofcom will also work with the industry to develop a process for
customers to obtain a MAC from another source if their own
broadband provider is unable or unwilling to comply.
Ofcom has also received complaints from users who have tried to
order a new broadband service - for example, when moving location -
only to be told that they are unable to do so because there is
already a broadband connection on that line.
Ofcom says it will work with broadband suppliers to resolve the
technical and organisational issues that currently prevent some
users from switching providers or signing up to broadband
services.
The deadline for responses to Ofcom’s proposals is 5 October.
The proposals can be found at
www.ofcom.org.uk