Switchers still finding MAC codes to be a major issue

According to a new survey from a leading price comparison site the biggest obstacle currently facing customers looking to switch broadband providers is still obtaining MAC codes (Migration Authorisation Codes), despite an increase in regulation from Ofcom.

Two out of every five, or 41 percent, of users that require MAC codes have found this process to be the cause of problems switching broadband providers, with time delays being the biggest issue, according to the latest report. Millions of customers are missing out on potentially massive savings as the price of broadband access has dropped more that 14 percent in the last year because they are failing to look for better deals as a result of these MAC issues.

Even though broadband providers now have five days in which they must provide customers with a code, after new regulations laid down by Ofcom, the survey has found that 51 percent of people looking to switch have had to wait for more than five days and 27 percent have had to wait for two weeks or longer for their MAC codes to arrive.

A spokesman for the comparison site said “Ofcom have set out clear mandatory regulation on MAC codes but time delays clearly remain a huge issue for the majority of switchers. I can’t see why delays occur; the providers should have a simple process in place. Delays over two weeks are simply not acceptable – consumers may be put off switching and end up sticking with their current deal to avoid the hassle, potentially loosing out on big savings.”

It was shown that the number of complaints regarding MAC codes made to Ofcom had dropped last year when compared to 2007, in the most recent Ofcom consumer experience report, however, out of all the complaints made to Ofcom in 2008 the complaints regarding MAC codes still accounted for 3 percent of this total.

The comparison site spokesman continued “Although MAC code complaints to Ofcom have fallen, they still rose significantly in January, February and March 2008, a time when most people are looking to switch. This speaks volumes. Although providers have improved their track records for MAC codes there’s clearly still plenty of room for improvement. The survey also reveals four in five (86 per cent) have not switched broadband provider in the past 12 months, meaning a huge amount of people could be missing out on big savings. There are some great deals about at the moment and people need to shop around, it also pays to consider bundling all your services – this could result in significant savings on your landline, broadband and TV package.”