AdviceCentre™ Article

How to switch your mobile or broadband

Life is never easy! Plebble's step-by-step guide to switching your mobile or broadband.

Step 1: Check the terms of your contract to find out whether and when you are free to move. If you are not on 'pay-as-you-go', most mobile and broadband providers will require you to stay with them for a minimum period. Unless you can show that they have broken the contract, they will probably charge you for leaving early.

Step 2: Find a new provider. Do as much research as you can on what each provider is offering. To compare prices, use an Ofcom-accredited price comparison site. So far Ofcom has accedited 3 price comparison sites for communications providers: Bill Monitor, Simplify Digital and Broadband Choices. Don't forget also to use Plebble to check how a company does on customer service (broadband providers on Plebble, mobile phone providers on Plebble).

Plebble tip: If you are switching mobile network or getting a deal with services like 3g or mobile broadband, make sure you check the coverage you are likely to get in all the locations you are in most regularly, such as work and home. You don't want to end up paying for a service which you will rarely have access to. Most providers allow you to do this by doing location searches online. Click here for a list of links to the main providers' coverage searches.

Step 3: Tell your existing provider that you want to cancel your contract and ask for a MAC code (for switching broadband provider) or a PAC code (for switching mobile provider). NB. The PAC code allows you to keep your existing mobile number when you move to your new provider. If you are happy to lose you mobile number and start again, then you do not need a PAC code and can simply inform your provider that you want to cancel. However, you cannot switch broadband without the MAC code because your new provider cannot do anything without it.

Plebble tip: According to broadband regulation, your broadband provider must give you your MAC code within 5 days of you requesting it. If your provider starts delaying tactics, tell them that you will report them to the industry regulator, Ofcom. If you are still having problems getting your MAC code, then take a look at Plebble's guide to 'How to Complain about your broadband provider' for information on how to escalate the issue.

Step 4: Give your new provider the PAC or MAC code and they should organise the rest.

Plebble tip: According to mobile regulation, your mobile number should be switched from your old provider to the new one within 2 days of your new provider initiating the switch. Your new provider will usually give you a temporary SIM card to cover you for this period. If your mobile number has not been changed over after 2 days, start making a fuss. Take a look at Plebble's guide to 'How to Complain about your mobile phone provider' for help.

(Sources: Ofcom Consumer Advice)

Related AdviceCentre Articles:

Get Smarter: Plebble's guide to mobile phone providers

Broadband Speeds: Don't get caught out

Get Smarter: Plebble's guide to broadband providers

Other sources of information:

Ofcom video on finding the best deal from a communcations provider

Rate these businesses/organisations:

• Internet Service Providers (ISPs) on Plebble.com
• Mobile Phones on Plebble.com

Posted by Plebble Admin at 17:43 on 10-Mar-2009