Ofcom, the telecommunications industry watchdog, introduced new legislation last year to make it easier for broadband customers to switch provider and take advantage of new, better deals. However, for the million plus LLU customers, this legislation hasn’t changed much.
What is LLU?
In Local Loop Unbundling (LLU), a provider installs their own equipment in the BT exchange, allowing them to provide broadband direct to the end user. This hardware means that customers can expect faster internet speeds, and Ofcom believes that LLU will bring more competition and innovation to the broadband market.
Why isn’t everyone using LLU?
For one thing, LLU isn’t available to everyone. As more exchanges are unbundled, more people can switch to LLU – some through their current provider, others by switching to an LLU ISP.
Unfortunately, LLU providers have also faced a number of service problems; because it uses a different underlying technology to the more common ADSL connection, switching from ADSL to LLU is not always a seamless procedure – some people have been left without any connection at all for weeks on end. Being a relatively new technology has also meant that a few unforeseen problems have cropped up. Migrating away to other providers has also proved to be difficult for customers.
What is the switching process?
People don’t want to get stuck with a provider that they can’t leave; even if they’re happy with the service they still want the option of being able to switch.
Most people now know what a MAC code is. Migration Access Codes allow customers to switch to a new provider without a break in their connection. The use of MAC codes also means that switching has become cheaper as new ISPs just switch the connection over to their service in the local exchange.
LLU MAC codes do exist and increasing numbers of ISPs are now accepting them. They are in a different format to the traditional codes so not all providers will use them. However, having a LLU MAC doesn’t mean you won’t suffer downtime when switching provider.
If you’re switching from LLU back to ADSL, then your new connection will use a completely different technology so you will have to be manually returned to the BT network before your new connection can be set up, and there could be a charge for this.
Even if you want to switch from one LLU provider to another, you’ll still be restricted to those companies currently supplying broadband from your local exchange.
You also need to be aware that if your entire connection is switched over – that includes your line rental – then your phone line will have to be reactivated by BT if you want to return to an ADSL provider.
What if my chosen ISP doesn’t accept LLU MAC codes?
The best way to find out if they’ll accept your LLU MAC is to ask them before-hand by giving them a call.
If they don’t, and you definitely want to go with that provider, then your only option will be to cancel and disconnect your LLU line, and then have a new connection set up by your new ISP, and you will probably have to pay a connection fee for this.
Whenever you report a broadband fault to the Indian customer support team at your ISP you are always told to unplug all your internal wiring and connect your modem to the master socket. I had heard that you can improve your service a little by connecting to the master socket but I never really thought it could make a huge difference.