"Whilst we all want our customers to stay, we believe there
needs to be a proper and seamless process to allow customers to
move, should they choose to do so," Richard Sweet, chair of the
working group behind the code, told the BBC.
The system depends on a "migration authorisation code" (MAC),
which will be given on request to an account holder by his existing
provider. The account holder then gives the code to the provider to
which he wishes to transfer. Only then can the new service be
connected.
The losing service provider may only withhold the authorisation
code if the account holder is dead, if it cannot verify the
identity of the person who made the request, or if the contract has
already come to an end. It cannot withhold a request for a MAC for
debt enforcement or contractual purposes.
However, an account holder is still bound by the terms of his
original contract with his first service provider – and may still
have to pay an early cancellation fee, or complete the payments on
that contract.
The code of practice only covers broadband services delivered by
certain BT lines. It does not extend to cable services. Nor does it
cover all broadband service providers.
Companies that have signed up to the code so far include AOL,
BT, Easynet, Telefonica UK, Virgin.net and Wanadoo. All signatories
have agreed to be in a position to comply with the new system by
16th August.
