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Migration and Home Mover FAQ

I want to switch broadband providers how do I do it?

Switching providers is commonly known as a migration, and for the vast majority of broadband providers (namely those using ADSL or ADSL2+) it is simply a case of:

  1. Decide which ADSL/ADSL2+ provider you wish to move to.
  2. Ask existing provider for a Migration Authorisation Code (shortened to MAC usually).
  3. Present the MAC to your new provider who will look after the migration from that point on.
  4. A MAC is valid for 30 days from when it was generated, so you do not have to use it the same day as it supplied, but remember it may be a day or two old by the time you get it.
  5. On the day the migration happens, which is usually within 5 to 10 days of when you gave your new provider the MAC you may notice your broadband stop working for a short period, and then your existing login will not work. At this point alter the username and password used by your broadband hardware to the one supplied by your new provider.
  6. Once you have migrated and everything is working, ensure that your old provider has stopped billing you, and sort out any final payments that may be required.

How quickly should I get my Migration Authorisation Code (MAC)?

Since 2007 broadband providers are required to provide a MAC within 5 working days of you asking for it. Not all broadband migrations require a MAC, so check whether you need one to change provider at all.

What are the rules governing migrations?

In February 2007 Ofcom announced General Condition 22, which provides rules for how migrations should take place. A summary of the rules can be read here.

How do I know if I need a MAC to migrate?

The Migration Authorisation Process does not apply to every form of broadband, cable broadband from Virgin Media and the various wireless broadband solutions do not use the MAC process. The general rule is that if your broadband provider is using ADSL/ADSL2 or ADSL2+ to connect you then a MAC code will be available, the variations to this rule are fully unbundled connections.

A number of providers use fully unbundled connections including TalkTalk, Tiscali and legacy Bulldog connections. Confusion is possible because these providers do use connections where a MAC is available and is the preferred method of migrating.

I think I am on an unbundled connection, can I get a MAC?

The answer is probably, two types of unbundling exist.

Some broadband providers purchase wholesale services from companies such as C&W or Tiscali (there are others), and this means even though the people you pay your broadband bill to do not have their own hardware in the exchange your line may be unbundled. One example of a provider using this method is Eclipse who utilise shared unbundling via Tiscali Wholesale.

I want to move to TalkTalk, but they say I don't need a MAC, is that correct?

If TalkTalk has unbundled your telephone exchange, then since they use a fully unbundled service to provide their broadband and telephone services you do not need a MAC.

Migrating to a fully unbundled line is simply a case of telling your new broadband provider that you want to move to them, and the new provider will arrange everything. After the migration has happened it is very important to ensure your old provider knows you've left and the final bill needs to be settled.

I have my telephone line rental with Sky and use their broadband, is this a fully unbundled service?

Sky only use a shared unbundled service at this time. Thus to switch providers they should be able to supply a MAC.

Sky actually use Wholesale Line Rental (WLR) or Carrier Pre-selection (CPS) to provide their Sky Talk products. This means the telephone line remains connected to BT kit at the exchange but billing and customer support is all handled by BT.

My broadband provider is asking whether I'd like to cease my broadband connection when I ask about migrating, what do I do?

The broadband provider should avoid ceasing a broadband line at all costs, and suggesting this method rather than a migration is not the best practice.

A cease order will result in broadband being removed from your telephone line, and may lead to a delay of a week or more in getting broadband back again.

Ceases used to be free, but to encourage broadband providers to use migrations they are now charged £18.50 for every cease, and some providers pass this cost onto you.

I have a fully unbundled service, but want to switch broadband providers, what do I do?

The key thing to remember is that with a fully unbundled service both the broadband and telephone products are unbundled. This has often made switching provider difficult.

The best method is to decide who you want your broadband and telephone service with (they could be the same provider) and assuming the broadband is not another fully unbundled service the following applies.

If you are moving to another fully unbundled product, then simply talk to the new provider who will arrange everything.

I have telephone and broadband services with the same provider, and want to move them both to someone else, how do I do this?

Telephone and broadband from the same provider has become very common as a way of saving money, assuming you are not on a fully unbundled service, then a process known as Sequential Orders is the best way of switching both products.

I don't have any form of unbundled ADSL, how do I migrate?

If your broadband provider does not use any form of unbundling (LLU), then switching provider is easy, just use a MAC to switch providers.

Providers that do not use unbundling are likely to be using a BT Wholesale product, known as BT IPstream or BT Datastream. If reading up on migration, you should be aware that switching providers where they use a BT Wholesale service is equivalent to switching between two shared unbundling providers.

I am moving out of my home and want broadband as soon as possible in my new home, what do I do?

The first thing to decide is whether you want to use your existing broadband provider at your new home. If you do not then what you should do is tell your old provider to cease your broadband by the date you are due to move out, and then order broadband from new at the new property. If you do the alternative of moving your old provider to the new home and them migrating you may find yourself stuck in a lengthy contract, and the probability of it going wrong are much greater.

The process for ordering broadband and a telephone line at a new home (this process applies even if the new home does not have an active telephone line) is outlined below:

  1. Liase with existing occupier and make sure they have arranged to move their own broadband or will be ceasing it. This avoids what are known as TAG issues.
  2. Contact your new provider(s) and link the telephone and broadband orders by using the Simultaneous Provide process.
  3. When using a Simultaneous Provide you will be given a Linked Order Reference Number (LORN) and you should give this to the other new provider, i.e. if your telephone provide gives you the LORN give it to your broadband provider when placing the order.
  4. VERY IMPORTANT: It is important that when you first place the order with each provider that you ask for the Linked Order Reference Number, once an order has been placed you cannot link the two orders together.
  5. When you move in the telephone line will usually be up and running first, but there is a risk the broadband order will fail and this is likely if the previous resident did not move or clear their broadband from the line.
  6. If the broadband order fails, the broadband provider should wait three days and check whether the old TAG has cleared from the line and if it has not the broadband provider is responsible for liasing with the TAGS helpdesk to resolve the tag.

I have been given my new telephone number, but the availability checkers say my broadband will be very slow?

Until a telephone number is actively in your name at an address it will not provide accurate estimated broadband speeds.

If possible obtain the telephone number of the line that is in use at the property currently, or ask them what speeds their broadband connects at.

I have moved home and the telephone is all in my name, but the online checkers say I cannot have broadband?

If the previous resident had broadband then do not panic, upon taking over a telephone line it can take the online checkers a few days to update.

Broadband providers should still be able to place an order if you explain the situation.

The online checkers say a very slow speed is available, but the previous resident got a lot faster?

The online checkers take time to update, sometimes a week or more when the person whose name the telephone line is in has changed. This can result in slow speeds being estimated on the online checkers.

If you can find out from the previous resident what their actual broadband speed was, you should be able to achieve the same.

The online speed estimators where you put in your telephone number or postcode do nothing to actually limit your broadband speeds. If the checker is wrong your broadband modem will still negotiate the best speed possible for the parameters that have been set.

My broadband provider is saying I need to pay them money before I can have my MAC, can they do this?

A short answer NO. A provider must provide a MAC if it is available even if you owe them money, any money or contractual obligations should not stop you changing provider.

If leaving a provider while within their minimum contract term you are liable for any charges as set out in the products terms and conditions.

If you have left a provider and dispute the charges they say you owe them, follow our target="_blank">'http://www.thinkbroadband.com/guide/resolving_a_problem.html'.

I have moved, but my provider is telling me that someone is camped on my line, what do I do?

The phrase 'camped on the line' is used to describe a situation, where you have moved into a property and took over the telephone line, but the old broadband is still active.

Your broadband provider should wait three days for the tag to clear and place a broadband order after this. If the tag fails to clear then given proof that you have taken over the telephone line they will arrange for the old broadband to be removed.

How do I find out which broadband provider the previous resident was with?

Prior to 2008 you would have to chase the old broadband provider yourself, or contac the TAGS helpline directly. In 2008 the systems have altered to make things simpler, and now it is the job of your new broadband provider to chase this situation up, and remove the old broadband service.

I want to change my telephone line rental provider, will this affect my broadband?

Switching the company who you pay your telephone line rental to will not affect the broadband, provided that the broadband and telephone are not a fully unbundled service (e.g. TalkTalk).

To move line rental provider, simply contact the new provider. One note of caution, if this new provide has telephone and broadband bundles make it clear that you DO NOT want their broadband. They should not be able to remove your broadband, unless it is a fully unbundled product, and even then they should have your permission.

I am moving into a home with no telephone line, and TalkTalk say I have to call BT to get a line installed, won't this be expensive?

This is likely to expensive on two counts, to get BT Retail to install a telephone line will cost around £125 and carry a 12 or 18 month contract, and to move to TalkTalk inside this contract period will cost an extra £70.

TalkTalk should actually be able to arrange a new line install via Openreach who actually look after the telephone lines.