MAC codes still a thorn in the side for switchers

Despite increased regulation from Ofcom, people are still finding MAC codes (Migration Authorisation Code) the main obstacle in switching broadband providers according to a new survey from the UK's leading price comparison site, moneysupermarket.com.

The report shows two in five (41 per cent) of those requiring a MAC code have had problems switching broadband providers due to this process - the biggest problem being time delays. As a result, millions of broadband customers are failing to search for a better deal, potentially missing out on huge savings as broadband prices have fallen over 14 per cent in the last 12 months.

According to regulation set out by Ofcom, broadband providers must provide a code within five days of the request, yet the survey reveals over half (51 per cent) of switchers have experienced delays greater than five days - over one in four (27 per cent) have experienced delays of two weeks or more.

James Parker, broadband manager at moneysupermarket.com, said: "Ofcom have set out clear mandatory regulation on MAC codes but time delays clearly remain a huge issue for the majority of switchers.

"I can't see why delays occur; the providers should have a simple process in place. Delays over two weeks are simply not acceptable - consumers may be put off switching and end up sticking with their current deal to avoid the hassle, potentially loosing out on big savings."

The latest Ofcom consumer experience report shows the number of complaints to Ofcom regarding MAC codes had fallen last year compared to 2007, but MAC code complaints still accounted for three per cent of all telecoms complaints made to Ofcom in 2008.

Parker continues: "Although MAC code complaints to Ofcom have fallen, they still rose significantly in January, February and March 2008, a time when most people are looking to switch. This speaks volumes. Although providers have improved their track records for MAC codes there's clearly still plenty of room for improvement.

"The survey also reveals four in five (86 per cent) have not switched broadband provider in the past 12 months, meaning a huge amount of people could be missing out on big savings.

"There are some great deals about at the moment and people need to shop around, it also pays to consider bundling all your services - this could result in significant savings on your landline, broadband and TV package."