Ofcom's advice on your next step

If you are looking for an internet service -
How do I switch from one ISP to another

Switching your broadband service only (i.e. Telephone services - ‘line rental and ‘calls’ remain with existing supplier )

In deciding to switch your broadband service to a new service provider you must first take into account that your existing broadband service may be part of a bundled package from your existing service provider which could include your telephone service (‘line rental and ‘calls’) . In this case, in order to switch your broadband to a new service provider you may have to switch your telephone services also. You should check this with your existing service provider.

If you intend to switch your broadband service only the process requires you to obtain a MAC from your current service provider in the first instance, which you then give to your new supplier who will then progress your order to switch (a seamless switch known as the ‘MAC process’). Using the MAC process ensures that there is minimal down time associated with the migration (usually less than an hour). The new provider will advise you once your services have switched across.

It is extremely important that you make it very clear to your chosen supplier, up-front, that you wish to switch your service from your existing supplier and that you require a ‘seamless switch’. This will ensure that the cessation of your old service and provision of your new service will be directly linked and scheduled to happen at the same time with minimal loss of service.

You must avoid placing a ‘cease’ order with your existing supplier, at any point during a migration, as this could generate a Tag which will block placement of an order for your new service until the old service has been completely ceased and the line is cleared. This approach (i.e. cease & re-provide) is not recommended, as it is likely to be more expensive and can result in a break of service for at least 15 days.