Introduction

If you are unsatisfied with your current broadband provider than this article will help you to take a wise decision on switching.

Better to discuss with current provider

Nowadays the market has become more competitive and this has made the companies to work harder to keep their customers. You can just talk to your current provider and ask for a better deal. The problem is likely to be sorted out. For your information, the cost 1MB connection has drastically come down from £50 during 2003 to £10 in 2008. Therefore, it is likely that the current provider will be willing to offer you the latest deal if asked.

New Rules by Ofcom on switching

With the introduction of new rules, OFCOM has curtailed the rogue practices by some ISPs who effectively prevented customers from migrating to new ISPs by not issuing MAC code. The following are the salient points of the new rules:

• The existing broadband provider must supply a MAC on request by the customer within five working days, along with its expiry date, and must not charge for this service
• The new provider must accept a valid MAC.
• The existing provider cannot withhold a MAC for any reason like debt collection, or for contractual reasons
• If the customer requests for a MAC inside the minimum contract period the customer will still be liable for any contractual obligations (including paying subscription charges for the minimum contract period, etc)
• The provider must explain the reasons to the customer if a MAC cannot be issued.
• Providers should offer the customer reasonable assistance in migrating from or to another provider
• The provider must not disconnect a customer’s service if a MAC is requested
• The provider must provide two different ways to obtain a MAC (e.g. by phone, post, website, etc)
• A provider must re-issue a MAC on subsequent requests if the previous MAC has expired
• The new provider can still refuse to supply a service for business reasons including credit worthiness
• It is only compulsory for an ISP to provide a MAC for home consumers and small businesses (with fewer than ten employees).

Basic requirements for switching

? You must obtain a MAC (Migration Authorisation Code) code from the existing provider and pass on to the new provider allowing them to set up your service without a break in your connection. .

? The MAC code is not applicable to services delivered by cable, such as Virgin Media (Earlier name NTL:Telewest). If the current provider has not signed up to the Migration Code, the contract must be cancelled first before going for a new service. Thus you may go without service for some time.

? Ensure that you are free of your contract obligations even if the current provider is signed up to the Migration Code of Practice.. Else you may have to incur a cancellation fee.

? Verify the details of your warranty. Your supplier, who had earlier made a service agreement, might have breached the same. If so, you might be able to terminate your contract with them on these grounds, but make sure that you keep a copy of the agreement..

Take a note of every problem and keep it safe

When ever you experience a problem with the current service, make sure that you keep a record. Take a screen grab of the error message or maintain a detailed written log. Also maintain a diary of calls made to customer services with details of the person contacted and the duration of interaction. If you make calls, please note that the calls made to premium or 0870 numbers can be expensive. It may be seen as an example, that 10 calls for 10 minutes at 15p per minute is £15. The calls made to customer service centres can range from free, up to £1 a minute, so check first and keep your phone bills as a record of the total call charges. You can use this as an evidence if you want to cancel the provider even when you are with in your minimum contract period.

Contact Otelo or Ofcom and report your problems

If you cannot resolve your issues with ISP then you are free to write to the Otelo, ombudsman of the office of the telecommunications, when you come across trouble with the existing service provider. The service is free for the general public and the expenses will go to the supplier. Hence you will be taken seriously if you involve the ombudsman. Even if the supplier is not a member of Otelo, you can still write to the Ofcom, who are the independent regulators in UK. Always make it a regular practice to send a copy of your complaints to Ofcom or the ombudsman to the head of customer services of your supplier. The customer services may then resolve the issue quicker than formal complaint from Ofcom/Otelo is processed.

Go to media, if you are helpless

If you feel that you are helpless there is a way to approach media involved. You may like to contact some advisers on broadband services like SimplifyDigital (0800 531 6395) who may help you in this direction.

Be careful on hidden costs

Now the broadband providers have brought their headline prices to an all-time low. Wherever you look around you’re surrounded by offers of free broadband and free line rental - you can even get free laptops and games consoles when you sign up to one of a new breed of super-long broadband contracts. But be careful lest you will end up paying far more than expected.

It is advisable to thoroughly verify the new offers to which you want to switch. There may be hidden costs. For example if you opt for a cheap or “free” broadband deal, it is just possible that the offer might have limited down load facility. If you have to go for big downloads frequently, then the payments may exceed your present rates with the current provider. Hence take in to account the quality of service you will be getting from the new provider and analyse the offer with that of the current provider..

Better to do a research of different services

It is not only the cheap monthly charge, when it comes to broadband, but also there are many other factors that affect the total cost. So make sure that you do your own research and read customer reviews before entering in to a new contract. Use the broadband comparison services available in the internet to make a list of all the service providers available in your area. Read the individual package deals of the providers that will enable you to locate a most favourable provider.