 |  | By Adam Mitchell Staff Writer Friday, 16 November 2007 |
The cost of breaking contract:
Competition among broadband providers is fierce, with most providers now stipulating minimum contract periods of 12-18 months. The cost of switching within this period tends to remain ambiguous, until you want to do so.
Almost all of the major suppliers have the same clause in their ‘Terms and Conditions’ about terminating the service before the end of the minimum contract period, which is along these lines:
‘You can leave the service any time during your contract, although you still must pay all the remaining monthly charges until the end date of your contract.’ (i.e If you had a 12 month contract and want to leave after 5 months, you must pay the equivalent of 7 monthly charges).
Some broadband providers also go as far to say that they reserve the right to collect the payment in one lump sum payment! Whereas others also request additional severance for the equipment they provide.
In short, it’s an expensive process, so don’t break contract unless you absolutely have to, or can afford to.
Getting out of your contracts:
The biggest reason for wanting to change your broadband supplier, after any financial incentive, is likely to be disappointment with the service they have provided. Being bound to a contract with a supplier you unhappy with can be incredibly frustrating and costly. However, if you are adamant that you have been treated unfairly there are things you can do. Follow our step-by-step plan to make yourself heard.
1. Keep records of everything
If you have been treated poorly by customer service, get a name and record what was said. If you have problems with connection, note down when, how long and how often. The more evidence you can collect the stronger your case for breaking contract will be.
2. Don’t stop calling
Large corporations could never respond to and remedy every single customer discrepancy, even if they wanted to. Many people phone up in a huff but then calm down and give up. Even if your complaint is more legitimate than the rest you will still fall among the hoards unless you persevere. Keep calling, write emails, send letters. Keep copies of all correspondence.
3. Contact Otelo or Ofcom
Once you have amassed some information and evidence to support your grievance, write to Otelo (the Office of Telecommunications Ombudsman). This is a voluntary service, of which only approximately a 3rd of broadband operators are members. However, if your supplier is a member, Otelo will give you a voice, as the service, although free for the public, will cost the company being investigated.
If, the company you are with aren’t registered members of Otelo then you can still contact Ofcom to complain.
4. Go to the media
If all else fails then get in touch with the media. If you search hard enough you are almost bound to discover a young and enthusiastic reporter keen to voice your complaints.
What is a MAC code?
MAC (Migration Authorisation Code) is an alphanumeric code that can be used to identify your broadband in a telephone exchange.
On Valentines Day 2007 Ofcom felt the love for the customer, by forcing broadband providers to supply a MAC code to the customer for free!
What this means in practice, is that you no longer have to cancel you current broadband provider and begin a contract with a new one – no more juggling the changeover between the two companies, paying two bills or loosing weeks of internet time – instead you request a MAC code from your current provider and pass it on to your new supplier, who will then seamlessly exchange your broadband with very little or no loss in connection.
Note: This service is only available if you are switching between ADSL broadband providers.
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EXTORTIONATE prices, hours on hold, slow download speeds... In the past we may have settled for some glitches with our ISP, but not anymore! Since the broadband boom there is no reason to accept second best when someone else out there is willing and able to provide a better service at a better price.
When it comes to changing your broadband provider, there are essentially 3 types of switch:
- ADSL to ADSL
If your current Internet connection is provided via your phone line and you plan to change to a different company that also provides it’s connection through the phone line.
- ADSL to Cable or Cable to ADSL
If you currently receive your broadband through your phone line and want to switch to a provider that offers broadband via cable, or vice versa.
- Dial up to Broadband
If you have an old ‘dial up’ Internet system and want to upgrade to Broadband.
Switching from an ADSL to ADSL connection in 5 simple Steps:
1. Check the contract
Most broadband providers will tie you in to a contract of 12 to 18 months and will usually request a month’s written notice, for termination at the end of this period. If you try to leave whilst still in contract you will normally have to pay a penalty. This varies between suppliers, but with most of the larger broadband providers you will still have to pay the monthly charges for the remainder of your contract period.
2. Get a MAC code from your current provider
Assuming you have adhered to your contractual obligations then you will need to tell your supplier you’re leaving and request a MAC code (see the sidebar for details on MAC codes and why you need them), but DO NOT CANCEL YOUR ACCOUNT, as you need your broadband connection to stay open and you may even be charged a fee if you disconnect.
3. Choose a new provider
Check out our comprehensive list of all the main players in the broadband world to see what service suits your needs.
4. Sign up with your new provider
Call your new provider to setup your new account (this can often be done online). Inform them of the MAC code you received from your previous supplier and they will make the change for you.
5. Cancel your previous account
The process is complete. The MAC code allows your existing supplier and new supplier to switch your service almost seamlessly with very little downtime. However, it is still worth calling your old supplier to ensure that your previous account has been cancelled.
Switching from ADSL to Cable (and vice versa):
As you are transferring between two completely different technologies, the process isn’t as simple and seamless as it is with a MAC code. However, it should still be relatively painless providing you know what to expect.
ADSL to Cable:
Firstly, don’t presume that cable broadband will be available to you. The current cable broadband network is only available to roughly half the UK’s population, so check your address online before going any further. Assuming that cable is available in your area you can contact the company who should arrange for an engineer to come round and install all the necessary equipment. Once in place the broadband will then take roughly a week to activate, so you may want to hold on to your current ADSL provider until your new broadband is up and running.
Cable to ADSL:
If you currently have cable broadband and want to change to an ADSL service, then you will have to make sure there is an active BT line at your property. This could prove to be a stumbling block, as having one installed will cost roughly £120. On top of this, you will also need an ADSL modem, although this will more than likely be provided free by your new broadband provider. Other than this, once again it is just a case of trying to merge the timeframe of installation of the new supplier with disconnection of the old, to try and prevent downtime or avoid paying for two services.
Switching from Dial-up to Broadband:
This is almost as easy as switching from one ADSL provider to another, as most dial-up services have no minimum contract period and some are on a ‘pay as you go’ basis. Assuming you are not tied to any contract and you are aware of the protocol of cancellation then you only need to choose a new broadband package – ADSL or Cable is up to you – and try to come to a compromise on closure of your previous package and installation of your new one (or if you are on a ‘pay as you go’ service you may wish to keep it running concurrently, just in case).
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