• Introduction
• Official ISP Complaint Handlers and Procedures
• Unofficial ISP Complaint Handlers and Legal Counsel
• Common ISP Complaints and Advice
• Helpful ISP Complaint Tips

1. Difficulty Gaining a Broadband Migration Authorisation Code (MAC).

Ofcom’s General Condition 22 (GC22) rule mandates that all UK broadband ISPs must supply a Migration Authorisation Code (MAC) within 5 working days of request and free of charge. This means that customers cannot be held to ransom (prevented from leaving) by their ISP for any reason. MAC’s are separate from any disputes, financial or otherwise, that you may have with your ISP.

What does a MAC actually do?

A MAC enables a consumer to switch from one broadband provider to another with minimal disruption to the broadband connection (downtime of just a few minutes or hours). The code consists of four letters always beginning with L followed by between seven and nine numbers, a slash, and five alphanumeric characters (e.g. LAEM1234567/1F6HT).

Once issued a MAC will only last for 30 days before expiring; a small administrative charge may be applied if you make a second request from the same ISP; MAC’s should only be requested after you have decided to move and we recommend contacting your ISP about such a decision first to discuss it (they may offer a discount to retain your custom).

Be aware that the MAC system applies to a majority of broadband ISPs that operate off the standard telephone line system (usually administered by BT), which includes almost all DSL (ADSL etc.) based providers. You cannot request a MAC from broadband satellite, wireless, Mobile Broadband or cable providers as they run off physically different infrastructure.

A note about unbundled (LLU) ISP migration?

Unbundled broadband providers are those that have been allowed to install their own kit in BT’s telephone exchanges, which gives them more freedom and control to deliver unique services and pricing; free from the incumbent operators limitations. Be aware that many ISPs mix and match different platforms, thus you will have to ask the ISP directly about your line first to find out what platform you’ve been put on. However, MAC’s apply to some LLU ISPs as well, albeit with a few caveats:

Fully Unbundled Lines (MPF)

Fully unbundled ISPs, such as Bulldog and parts of Tiscali UK, Orange and TalkTalk’s network, take total ownership of the voice line and broadband service. MPF lines are not yet fully covered by Ofcom’s migration rules, thus while they have no problem taking inbound (you joining them) migrations, you may experience issues when trying to leave.

Some bundled (voice and broadband) ISPs will let you request a Linked Order Reference Number (LORN) method, which allows migration from an MPF ISP and gets both services back online sooner. However ISPs rarely make this clear unless you contact them directly and ask about it first.

The other solution for leaving is to contact BT and ask for a "return to donor" or "reverse migration", which will get you back on BT's network free of charge. It will take a few days for BT’s database to update, but after that you should be able to order a new broadband ISP; expect a few days outage. Be aware that you can’t have your line rental on one MPF and broadband on another ISP, they must both be with the same one.

One significant caveat of moving back onto BT’s network is that the operator will attempt to lock you into a new 12 month contract, which can cost upwards of £70 to escape. Some ISPs, such as Sky and TalkTalk, now offer new line installations that may mitigate some of this hassle, though a new connection fee can still apply. In this situation it may be better to keep your line rental with BT for 12 months and put your broadband with another ISP. Just be sure to swap your line rental elsewhere before they automatically lock you in for a second yearly contract after the first 12 months are up.

In extreme cases you could be left without a voice and or broadband line for up to two weeks while a new line order is processed. This is rare.

Shared Unbundled Lines (SMPF)

SMPF ISPs, such as part of Tiscali UK and Sky Broadband’s network, are very similar to MPF but have more migration flexibility because BT retains control of the voice line. It should thus be easy to get a MAC and migrate back to most ISPs on BT’s platform (some still don’t take LLU MAC’s – ask first) with only a few minutes or hours downtime; you may need to use the MPF methods above if you plan to move from an SMPF to MPF ISP line.

Annoyingly some ISPs may refuse supply or delay the release of a MAC, despite being obligated to do so; this is against the rules. We would strongly recommend that you follow our ‘Official ISP Complaint Handlers and Procedures’ guidance to get the problem resolved and inform Ofcom about it ASAP.

In certain extreme cases, such as when the ISP has closed down or become unreachable, then Ofcom’s rules state that the consumer is allowed to pursue the matter with the ISPs supplier (e.g. Aquiss is supplied by Entanet, Fast.co.uk is supplied by NetServices etc.). This is somewhat dependent upon you knowing who they are – a catch22. Try asking around on helpful ISP forums like ours.

IMPORTANT: Remember, if you have both your broadband and voice line rental with a single ISP then migration could become more complicated. Always consult your chosen ISP first to find out what platform they have and how they recommend proceeding. Some ISPs will allow you to move both, albeit with some downtime, but others won’t.

2. Tag on Line (Broadband Connection Ownership Conflict).
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3. Slamming (Mis-Selling).
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4. Serious and Persistent Declines in Broadband Speed.
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5. Frequent and Lengthy Broadband Connection Problems.
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6. Billing and Cancellation Errors.
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7. Unreachable Customer Support Departments.
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8. Lengthy Critical Service (Email, Website Browsing etc.) Outages.
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