The communications regulator has received complaints from
consumers who have found it difficult to obtain a Migration
Authorisation Code (MAC) from their current broadband supplier. A
MAC is required to switch broadband providers; without a MAC,
consumers 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 new 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 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 consumers who have tried
to order a new broadband service – for example, when moving home –
only to be told that they are unable to do so because there is
already a broadband connection on that line.
The deadline for responses to Ofcom’s proposals is 5th October
2006.
