The latest survey from Moneysupermarket has revealed that 41% of consumers requiring a broadband migration code (MAC) to switch ISP have faced problems during the process. The biggest complaint appears to be time delays, with 51% complaining that their request had taken longer than 5 working days.
Under Ofcom's rules (General Condition 22) UK ISPs are required to issue a MAC upon request and within five working days, any longer is a breach of these rules. However 27% complain that the process took two weeks or more, which is totally unacceptable.
On the plus side Ofcom have been reporting a fall in the number of MAC related complaints they receive, though such problems still accounted for 3% of all telecoms related complaints made to the regulator in 2008.
Opinium Research carried out the online poll of 2,068 British adults between Friday 28th November 2008 and Tuesday 2nd December 2008.
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