Changing broadband provider - exact process?

valve90210 · 21 Mar 2011 at 14:12

Hi All

My girlfriends parents are looking at changng their broadband provider and have asked me to help as they don't have much of an idea when it comes to computers.

I've never had to do this, so I'm not entirely sure on what to do but as far as I'm aware, it's a case of:

1) contact current provider, telling them you are cancelling and request a MAC code

2) once you have the mac code, contact the new provider you want to use, sign up with them and give them the mac code

3) wait for the new setup disk/router etc, and when it arrives set it up and wait for the switch over to happen and away you go.

Is this right or is it more complicated than that?

Schizophonic · 21 Mar 2011 at 15:30

yep thats it

valve90210 · 21 Mar 2011 at 16:34

Cool, should be ncie and simple then!

rpstewart · 21 Mar 2011 at 16:47

Last time I changed all I had to do in step 3 was change the logon used by my router once the switchover in the exchange was done and that was me away on the new ISP.

Do you have any emails or files hosted on the old ISP? You will probably lose access to their servers very quickly, if not immediately, after the cutover.

Depending on your current ISP there may be hidden step 4 - spend months trying to stop them billing you

Treznor · 21 Mar 2011 at 16:55

rpstewart said:
Last time I changed all I had to do in step 3 was change the logon used by my router once the switchover in the exchange was done and that was me away on the new ISP.

Do you have any emails or files hosted on the old ISP? You will probably lose access to their servers very quickly, if not immediately, after the cutover.

Depending on your current ISP there may be hidden step 4 - spend months trying to stop them billing you

As long as it the mac key is used, they should disconnect your account correctly, if the mac key is not used, thats when problems with billing usually occur.

rpstewart · 21 Mar 2011 at 17:11

valve90210 said:
1) contact current provider, telling them you are cancelling and request a MAC code

Just occurred to me - never use the word cancel when talking to the existing ISP. Only ever use migrate. Cancel can be misinterpreted as a proper cancel which means BT removing all broadband services, while this can be reversed easily it takes a couple of weeks and will incur another activation fee.

valve90210 · 21 Mar 2011 at 17:23

rpstewart said:
Last time I changed all I had to do in step 3 was change the logon used by my router once the switchover in the exchange was done and that was me away on the new ISP.

Do you have any emails or files hosted on the old ISP? You will probably lose access to their servers very quickly, if not immediately, after the cutover.

Depending on your current ISP there may be hidden step 4 - spend months trying to stop them billing you

Sadly, they don't have a router at the moment only an old speedtouch 330 modem which does not want to play with their new computer...

Good point re emails etc, but not a lot they can do as they can't get online at the moment.

Treznor said:
As long as it the mac key is used, they should disconnect your account correctly, if the mac key is not used, thats when problems with billing usually occur.

Fingers crossed it'll be as easy as possible and go to plan!

rpstewart said:
Just occurred to me - never use the word cancel when talking to the existing ISP. Only ever use migrate. Cancel can be misinterpreted as a proper cancel which means BT removing all broadband services, while this can be reversed easily it takes a couple of weeks and will incur another activation fee.

That's a very good point, I'll make sure they know I want to migrate away from them!!!

Will they give the mac code over the phone or will they want to email it? I ask cos my girlfriends parents currently can't get online at all so email would be useless to them!

Treznor · 22 Mar 2011 at 08:25

They will email it to you, or should do.

It can be done instantly, but the process normally takes up to 5 days, if you have not recieved after 5 days, just call them again and they should be able to give it you over the phone - Although that can depend on who you speak to.

valve90210 · 25 Mar 2011 at 12:37

I gave orange a call and their retentions department sorted out a deal which was pretty good, so instead of changing isp they justsent me out a router and the internet is all setup, for once some good customer service

KIA · 25 Mar 2011 at 14:23

I hope they don't need to use their connection.