Moving Broadband Provider


Section 1:


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 Bulldog from another service provider?

To move to Bulldog from another service provider call our Customer Services team on 0871 702 7777 or apply through the website at www.bulldogbroadband.com, a MAC is not required.

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

3. Moving away from Bulldog to another service provider?

If you wish to leave Bulldog and you presently have one of our broadband-only services (called "AllTime" or "BizTime") you can request a MAC by following the process detailed in Section 5. 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.

Please note that the MAC process is not applicable with regard to our combined broadband+phone services. Please see Section 2.

When emailing us your request, please ensure you include sufficient details for us to verify your identity. Details must include a minimum of: Name, Account Number, Telephone Number and Post Code. Please enter 'MAC Request' in the subject header.

Bulldog 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. Written requests will be accepted but we unfortunately cannot commit to providing your MAC within 5 working 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 MAC to your new provider. If you do not use the MAC within the 30 days it will expire and you will need to request a new MAC if you still wish to leave Bulldog.

By using your MAC, you will only be able to transfer your broadband service.

4. Reasons why Bulldog cannot provide a MAC

If Bulldog 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.

You can request your MAC by contacting our Customer Services team on 0871 702 7777 or submit your request by e-mail bulldogcustomerservice@pipex.net.

5. How to request a MAC

A MAC can be obtained by calling the cancellation line on 0871 702 7777. It can also be requested by sending a letter to:

Bulldog MAC Request
Christie Fields
Derwent Avenue
Manchester
M21 7QS

Please note we will need to speak to you in order to verify your identity before processing your MAC Request. Please ensure you include your account details and a contact number if requesting your MAC by post.

6. Customer Enquiries & Complaints about the MAC Process

If you are not satisfied with the way Bulldog has handled your request for a MAC, please contact our customer services team on 0871 702 7777.

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

Section 2:


If you have a Bulldog combined broadband+phone service (or are moving to one) the "MAC" process does not apply.

6. With Bulldog’s combined broadband+phone services why don’t I need a MAC?

Most broadband services in the UK are broadband-only and not sold with a phone line. As a broadband pioneer, Bulldog was one of the first to introduce combined broadband + phone services along with a phone line. The innovative process in place to deliver this does not rely on the MAC system. Therefore we cannot provide you with a MAC when you leave your Bulldog service. By the same token, we do not need a MAC if you subscribe to one of our broadband + phone services after leaving another provider.

Although we are unable to provide you with a MAC, you can of course still cease your service and move to another supplier. However, you may receive a break in service.

7. How do I cancel my Bulldog service and transfer to another provider?

There are two options for cancelling your Bulldog service. If you wish to cease your phone and broadband service altogether, please call our Customer Services team on 0871 702 7777. We will arrange to cease your phone line. Please allow 30 days for this process.

If you wish to retain your service with a new provider, we recommend that you contact your provider to return your phone line and arrange for your new broadband service with your chosen broadband provider. This will also result in the cancellation of your Bulldog service.

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.

8. Customer Enquiries & Complaints

If you are not satisfied with the way Bulldog has handled your request, please contact our customer services team on 0871 702 7777.

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

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