Moving house can be a stressful time, with so much to organise and move, it can be easy to overlook the smaller things – such as your broadband internet service.

Moving home is a good time to have a think about your current broadband provider. Are you happy with the service you’re receiving? Does the current broadband package still suit your needs or are there better broadband deals available?

Whether you decide to remain with your current broadband supplier or decide to switch to another supplier altogether, the following information guide will walk you through the steps you’ll need to take to transfer your current broadband service to a new address or to switch to a new broadband service entirely.

Getting Started With The Move

If you’re happy with your current broadband provider and simply want to move the existing service and package to a new address, then you’ll first have to establish whether your current provider offers their services at your new location.

To check this, simply enter your new postcode into one of the following search boxes by clicking the link to your current provider.

Please note: In cases where your current broadband provider doesn’t operate at the new address, you may need to switch to a broadband provider that does. You can find more information on switching broadband providers below.

If the postcode lookup confirms that your current services are available in your new area, and you’re happy with your current provider, then you’re ready to move forward with the switch over.

Beginning The Move

In order to transfer your broadband services you will need to call up your current provider and speak to them about orchestrating the switch. The customer services number for your ISP can be found here.

Before contacting them, make sure you have the following information at hand:

• Date of the move
• New telephone number
• New post code
• New house number

Your broadband provider will then be able to make arrangements to have your service ready and working for when you make the move. Planning ahead and getting the arrangements in place before you move will help to minimise any inconvenient waiting times and temporary loss of connection.

Switching To A New Broadband Provider

If you’re current broadband provider doesn’t operate in your new area, or perhaps you’re just not happy with the current service you’re receiving, then it might be time to start looking for a new broadband provider!

Don’t worry though, switching broadband providers is a very straightforward process, and here’s how to do it.

Thanks to some new Ofcom regulations that were brought in back in 2007, switching broadband providers is now a lot easier and simpler to achieve. But before we get started with the switching process, it is important to first establish what type of home broadband you currently have – ADSL or Cable.

If you’re not sure which of the two you currently have, then don’t worry it’s easy figure out. If you have a service that uses a BT telephone line, then you are using ADSL. If however you have a service that required new wires to be installed in your home and replaced your old BT number with a new one, then you are using a Cable provider.

Things To Consider When Switching

Before we get started with the information on switching providers, here’s a few points that you should bear in mind, both before and during the change.

• It is important to check the terms and conditions of your current broadband service. Be on the lookout for any cancellation small print and possible charges. If you are currently still in a 12-month contract, you may find the cancellation fee a deterrent to switching if you’ve not passed the end of your contract already.
• As you’d expect, the switching process does differ slightly depending on the broadband provider in question. But it is worth noting that the new provider will be especially motivated to help guide you though any possible difficulties you may run into.
• Ofcom is the UK’s telecommunications regulator, and is on hand to make sure that broadband provider changes operate smoothly and without altercation. If you encounter issues switching from an old provider then it may be worth getting in touch with them.

Switching From One ADSL Provider To Another

If you currently have an ADSL service (broadband delivered via a BT telephone line), then the easiest and most common way to switch to a new ADSL provider is done by using a MAC number (Migration Authorisation Code).

As previously mentioned, new Ofcom regulation means that your current broadband provider is obliged to offer you a free MAC on request, with all providers required to ensure that no such technical or operational issues stop you from switching providers.

Switching To Another ADSL Provider Using A MAC Number

The Migration Authorisation Code or MAC is a series of numbers and letters that your current broadband provider will supply you with on request. By law the ISP must provide you with your MAC within 5 days of your initial request (most providers will supply the code instantly – others within 24 hours).

When contacting your current provider to request the MAC number it is important that you dont cancel the service. The process of obtaining a MAC and using this method is that your new provider will use the code your given and manage the the broadband switching process themselves directly with your old broadband provider.

If you encounter any issues in receiving your MAC, or if the code doesn’t work, then you are entitled to contact the broadband industry regulator Ofcom for help in resolving the issue.

Step 1 – Contact Your Current Provider
Contact your current broadband provider and request a MAC key. Usually at this point your provider will offer you a better deal, which in some cases can include a free speed upgrade. If this was your main reason for switching in the first place then this may be worth considering.

When calling, it can be worthwhile pointing out that cost is a factor in your decision to move, as often you will offered a number of deals and offers to keep you as a customer.

Don’t feel pressured into making a decision on the spot, you can always take their information and call them back later after you’ve compared their offer with the pricing of your new broadband provider.

Step 2 – Receiving Your MAC Number
You MAC key will be provided to you often within a few days, but please note that the code is only valid for a period of 30 days. If you fail to use it within that period of time then you’ll have to request a new one.

Step 3 – New Broadband Provider Sign-up
Once you’ve received your MAC key from your current broadband provider you are now able to setup with a new broadband provider. During the signup process you will be asked to enter the MAC key that you’ve received from your old provider, most broadband providers will let you do this through their online signup forms.

Step 4 – New Broadband Service Activation
After successfully inputting your MAC number and your new account details, the new broadband provider will inform you of when you can expect the new service to start. The switchover should be seamless, although there may be a few minutes of downtime between switching connections.

Switching Between Cable & ADSL Broadband

ADSL broadband and cable broadband (Virgin Media), are two completely seperate broadband technologies. Because of this, should you wish to switch from either ADSL to Cable, or Cable to ADSL, you simply need to just cancel one service and subscribe to the other.

Unlike switching between ADSL providers, cable broadband can’t use the MAC system, but you’re new provider will still be required to help facilitate your move all the same.

First of all you need to contact your existing broadband supplier and find out how much notice (if any) you need to give, and to cancel your existing service. From there you can call up your new provider and schedule the new installation to coincide with that date. To help minimise any loss in connection, you can always just time it so that your ADSL and cable services overlap slightly which ensures you’re never without an internet connection.

Ofcourse there is no rule that says you need to cancel your original broadband service before the new one is installed, although this will mean that you’ll be paying for two services  over this period of time.

MAC Code FAQ

The use of MAC codes can be confusing for customers new to broadband, so here’s a list of the most frequently asked questions to hopefully get you up to speed on the MAC code switching process, and what to do if you encounter any problems.

What is a MAC code?

MAC stands for Migration Authorisation Code, and is a unique 17-18 digit alphanumeric code that your new broadband provider will need in order to identify both your broadband line at the exchange, and to transfer your service over to them.

A MAC code is issued by your old broadband provider and is usually supplied with 6 to 10 days. Your unique MAC code will contain all the essential information that your new provider needs to switch your broadband service over to them.

I have Cable Broadband, can I switch using a MAC code?

No. The process of switching with a MAC number is only applicable for switching broadband providers using BT phone lines. In order to switch between different ADSL broadband providers you will need to be using a BT home phone line for your broadband connection.

I’m having difficulty obtaining my MAC code, what can I do?

The majority of broadband service providers require a call in order to supply you with your MAC code. More often then not they’ll also use the call to offer you service discounts and deals in order to persuade you to stay on as a customer.

If you’re having difficulties getting your MAC code, or have not received the code, then you may wish to register a formal complaint through UK regulator Ofcom.

Ofcom regulations state that a broadband provider must provide a MAC code and may not charge for it. But also that the code must be supplied within 5 days.

How much downtime should I expect when using a MAC code?

The amount of down time will vary from provider to provider, but there should only be down time of approximately 20 minutes during the transfer of service.

List of all the major UK broadband providers

Here’s a concise list of all the major broadband service providers in the United Kingdom, along with their corresponding customer service telephone numbers.