Switching ISPHow to switch

Ofcom has switching guidelines

In 2007 industry regulators Ofcom introduced new rules for ISPs to abide by. This means that in theory consumers shouldn't have to suffer lengthy delays or have their broadband service cut off while switching provider.

The rules concern the migration authorisation code or MAC (a 17-18 digit code that identifies your broadband line to your current ISP and the ISP to which you’d like to migrate), which in theory, makes switching faster.

Switching made simple

Before switching you should talk to your current provider. As long as you're outside your minimum contract period, they’ll be keen to keep your custom, and may well offer you a much more attractive deal. If you still want to switch:

Go to the Ofcom website to see if the MAC system applies to your ISP.

If so, ask your existing ISP for your MAC. Make sure you stress you are only asking for your MAC and not cancelling your account; some ISPs will see requesting your MAC as a sign you want to cancel the service.

Your provider should send you the MAC within five working days; it’ll be valid for 30 days from the date it’s issued.

Present your MAC to the ISP you want to switch to. It should process your request and give you a transfer date. Before you switch you may want to consider signing up to a dial-up Pay-as-you-go internet provider; that way if your broadband service is temporarily cut, you’ll still be able to get online.

You can check out which companies had the most very satisfied customers and details of the packages from more than 30 leading broadband ISPs in our broadband reviews.

Points to consider

How long is the tie-in? 

A 12-month contract will make it more expensive to switch.

What download speed do you need? 

2Mbps is ample if you mainly use the internet for surfing, sending emails and downloading the odd music track, but if you plan to watch TV over broadband, download films or participate in online gaming, 8Mbps or more might be best. Check the upload speed, too. Speeds of only 256Kbps could be frustrating if you send big attachments.

What actual speed can you get? 

Advertised speeds are a maximum; the real speed will depend on your distance from the exchange. Ask the provider what speed you can expect before you sign up.

How much does the helpline cost? 

This is particularly important if you're new to broadband; the cost of calling an ISP's technical helpline can vary from free to 50p per minute.

What's the monthly limit? 

5GB should be plenty for browsing and emailing, but if you're planning to download big files, such as movies, or share the service with several users, an unlimited service might be best. If your service is unlimited, ask if there's a fair usage policy.

What happens if you exceed the limit? 

Some broadband ISPs are flexible with occasional overuse, but others charge a fee (often around £2 for each additional GB). Some ISPs may allow you to continue using the service free of charge but will severely limit your transfer speed.