MAC migraine continues for broadbanders trying to switch

A year after compulsory regulations were introduced to improve the experience for the 260,000 consumers switching broadband every month a new study, by independent price comparison and switching service uSwitch.com, reveals that the new rules are failing to deliver the results they set out to achieve. Over the last year, nearly four out of ten requests for a MAC code have not been fulfilled within the mandatory five day period, and more than one in seven requests have simply failed to materialise.

The mandatory Code of Practice was introduced by Ofcom on 14th February 2007 in response to complaints that companies were refusing, delaying or even charging to supply a MAC code - required by any customer wishing to move to a new broadband service. However, the findings show that the targets introduced - for broadband firms to supply consumers with a MAC code upon request, free of charge and within five working days – are not being hit.

The uSwitch study reveals that less than half (46%) of broadband switchers received a MAC code the first time they asked for it and nearly one in four (24%) had to chase their provider at least once. In contrast, of those who switched before the Code of Practice was introduced, in February 2007, just 13% had to chase their provider to receive their code. Furthermore, before the regulation just 11% of requests for a MAC code failed to materialise, since the regulation this has increased to 14%.

uSwitch.com is calling for:

All consumers to receive a MAC code within five working days

No consumer to have to chase their current supplier for their MAC code

Regular checks by the regulator and reporting across the broadband industry to ensure the MAC Code of Practice is followed

Suitable deterrents to be put in place to ensure suppliers adhere to the Code of Practice.

Steve Weller, Communications Expert at uSwitch.com, comments: “It’s disappointing that despite the mandatory Code of Practice being introduced, providers are still dragging their heels at the customer’s expense. MAC codes not only enable customers to move to a new broadband service quickly and smoothly, but they ensure that bills from the old supplier stop. They are so vital that some companies actually refuse to sign new customers up if they don’t have a code. Ofcom needs to address this issue as a matter of urgency and come down hard on providers failing to deliver a MAC code. If this means issuing financial penalties then so be it.”

Weller continues: “Prices have fallen 36% over the last four years and the average household can now save over £100 a year by switching. What’s more, speeds are now faster than ever. With so much to gain, it would be a scandal to see an inadequate MAC code process putting consumers off from moving to a better deal.”

For more information visit uSwitch.com.