Ofcom investigates the dirty MAC brigade

Are broadband providers making it unnecessarily hard for customers to switch to rivals?

Ofcom has started a consultation process to find out how easy it is for consumers to switch broadband providers, the telecoms watchdog announced this week.

The move is a response to complaints from consumers who have found it difficult to change their service providers, and specifically those who have found it hard to obtain a “Migration Authorisation Code” (MAC) from their current supplier.

To switch providers, consumers should have a MAC code, otherwise the changes may be very difficult, said Ofcom. Problems can arise because MACs are a voluntary industry initiative, which makes it hard for Ofcom to enforce their provision.

Using the example of someone moving home, Ofcom said that in many cases they would be unable to sign up for a new connection when there was already an existing one on their telephone line.

To solve the problem Ofcom is proposing new regulations to force service providers to give out MACs on request. It said that it would also work with ISPs to develop a process whereby the user cold get a MAC from another provider if their ISP refuses to comply with such requests.

The deadline for responses is 5 October, and details of the consultation can be found on the Ofcom web site.