ISPs taken to task over migration codes

New rules come into force today that make it easier for consumers to change their broadband supplier.

The rules, which were created by telecommunications regulator, Ofcom, in December last year, follow a number of complaints from customers who said that they were being prevented from easily switching broadband provider.

Now internet service providers (ISPs) must hand over migration authorisation codes (MACs) free of charge within five working days when a customer wants to change provider.

This has been a problem in the past because ISPs have either dithered over handing over these codes or charged consumers for the privilege. This fee has now been scrapped provided a customer is not tied to a contract.

Another ongoing problem has been tags or line markers. These tags indicate a specific telephone line is already being used to provide a broadband connection, and if not removed it prevents a new service being set up.

While this sometimes occurred through error, all too often it was down to negligence and a way to make it difficult for a customer to switch their broadband service quickly to an alternative supplier.

"The new rules will also make it the responsibility of all broadband providers to ensure that technical and operational problems do not hinder consumers," said a spokesman for Ofcom.

Any ISP breaking the rules will be fined up to 10 per cent of its turnover.

See also
2006 in review: Don't forget your MAC this winter
Watchdog sinks teeth into ISPs

Like this story? Spread the news by clicking below:

 del.icio.us     Digg this     reddit!