Moving Broadband Provider

1. What is a MAC?

Customers who want to change their broadband provider can use the broadband migration process. This requires you to obtain a ‘Migration Authorisation Code’ commonly abbreviated as a ‘MAC’ from your existing broadband provider and take it to your new broadband provider. Your broadband service will then be transferred to your new provider with minimum disruption. Your MAC will look something like this; LBST1234567/DC22J.

Note: A MAC is valid for 30 days from the date it was issued; you are advised to use the MAC as soon as possible. If you (the customer) delay using the MAC to within 10 days of the expiry date it may potentially fail due to expiring during the provisioning period, this will result in you needing to request a new MAC. In normal circumstances it takes 7 to 10 working days, from the date you give the MAC to your new provider, for your service to be moved to that provider.

2. Moving to Pipex from another service provider?

It is easy for you to move to Pipex UK Limited. You will need to obtain a MAC from your current supplier and then contact Pipex UK Limited to place your new broadband order either online or by calling 0871 663 3300 (calls cost 10p per minute plus network extras). You will need to quote your MAC reference when placing this order.

Your existing service provider will issue you with a MAC which is valid up to 30 days depending on when you receive the code. For example if you receive your MAC 5 days after it was issued the MAC will need to be used within 25 days. It is recommended that you use the MAC immediately and join straight away to prevent any delays.

Once you have supplied us your MAC Code it will take up to 2 weeks for you to go live on Pipex UK Limited Broadband, which is when your current provider will cease your connection. You will only lose service for a couple of hours on your transfer day. We will inform you of your transfer date once we have validated your MAC.

Note: please do not request the service to be ceased at this stage as your broadband service will cease upon successful migration to your new broadband provider. If you chose to disconnect first and then come over to Pipex UK Limited you might be without your broadband for up to 4 weeks.

3. Moving away from Pipex to another service provider?

To request a MAC please contact our Cancellations team or submit your request by writing to us. Details of how to request a MAC can be obtained in Section 5.

Pipex UK Limited will provide you with your MAC within 5 days and depending on when you receive your MAC you will have a total of 30 days to use your MAC. For example if you receive your MAC 5 days after it was issued the MAC will need to be used within 25 days.

Please note that you are responsible for any outstanding charges that remain on your account and for paying out the remaining term of any contract where you are still in the agreement period, if you are migrating before the completion date of your contract.

Please note that by requesting a MAC this does not cancel your broadband contract and your service will not migrate unless you pass the code to your new provider. If you do not use this code within the 30 days it will expire and you will need to request a new MAC if you still wish to leave Pipex UK Limited.

By using your MAC Code, you will only be able to transfer your broadband service. If you have line rental and calls with Pipex UK Limited these will remain in place unless you request a cancellation in writing with 30 days notice in line with our terms and conditions.

4. Reasons why Pipex cannot provide a MAC

· A cease has already been requested on your telephone line

· We have been unable to validate your details

· The broadband Service contract has already been terminated

· A MAC which is still within its MAC validity period has already been requested and issued

· There is an outstanding order for work to be completed on your telephone line

If Pipex UK Limited is unable to provide you with a MAC due to one of the reasons above you can still cease your broadband service and move to another supplier, however, you will receive a break in service.

Please be aware that you are responsible for any charges that remain on your account whether you move broadband provider by migrating or by ceasing your account.

5. How to request a MAC

A MAC can be obtained by calling the cancellation line on 0871 663 3300 (calls cost 10p per minute plus network extras) or by using our contact us form http://www.pipexuk.com/support/email-us.php

It can also be requested by sending a letter to:
Pipex Limited,
Mac Requests
PO Box 15321
Birmingham
B46 9BT

You should expect to receive your MAC within five working days and a written response to your letter within seven working days of us receiving your correspondence, however, please note that by writing this may delay our response due to postal services.

6. Customer Enquiries & Complaints about the MAC Process

If you are not satisfied with the way Pipex UK Limited has handled your request for a MAC, please contact our customer services team on 0871 663 3300 (calls cost 10p per minute plus network extras).

If you feel your complaint has not been resolved and you remain dissatisfied, then please refer to our Customer Complaints Procedure.

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