This process outlines how Tesco Broadband handles requests for customers:
a) With a Migration Authorisation Code (MAC) who wish to sign-up to Tesco Broadband and migrate their existing broadband service to us; or
b) Request a MAC and wish to migrate their service from Tesco Broadand to another provider.
Please note that currently MACs are only used in the migration of Broadband Only services. If you wish to sign-up to Tesco Broadband with Calls or Tesco Home Phone you generally don’t need a MAC code to do so.
On the flip side if you currently have Tesco Broadband with Calls or Tesco Home Phone and you wish to migrate your service to another provider we are unable to generate a MAC for you, but your new provider will be able to place an order without one.
Our customer service team will be able to advise you on whether a MAC is needed or not.
Remember if you don’t have Broadband yet, just give us a call and we can sign you up without a MAC.
The MAC process is used to allow the migration of broadband services between two broadband providers. It consists of a code which is generated by the old provider, who gives the code to their customer. The customer then takes this code and gives it to their new provider. The new provider places an order using the MAC and the order should then proceed without a hitch.
If you wish to sign-up to Tesco Broadband Only or our customer service team indicate that one is needed, you can get a MAC code by asking your current provider. Your current provider can’t reasonably refuse to issue you with a MAC.
To help you get your MAC code, here's a list of broadband providers and their telephone numbers.
AOL 0844 499 5555
BT Broadband 0800 328 6738
Orange 0844 873 8586
Plusnet 0845 140 0200
Post Office 0845 600 3210
Sky 08442 414 141
TalkTalk 0870 087 8016
When you get the code (it might take a few days), just provide it to us and we will do the rest. It generally takes us about a week to get you set-up
If you wish to migrate your Tesco Broadband Only service to another provider, you should contact us, using the details below, to request a MAC. If you call us we will ask you some security questions to confirm that we are speaking to the right person. If you email or write to us, we may have to respond to ask you these questions before we are able to proceed. This is to ensure that we don’t allow someone to migrate your line without your knowledge.
It normally takes us 24 hours to generate your code but in some circumstances it may take a little longer, however we will ensure that you receive your code within 5 working days. We will email your MAC to you, but if you have written to us to request your MAC we will send the MAC back to you by post.
It is not always possible to provide a MAC, but if it is possible to issue you with a MAC we will not reasonably withhold one.
There are four reasons why we may be unable to provide you with a MAC
a) Generally if you take Tesco Broadband with Calls or Tesco Home Phone and wish to migrate to another provider we are unable to issue a MAC. However your new provider will be able to place an order for Broadband and Calls without a MAC.
b) If have been unable to validate that the person requesting the MAC is the account holder or authorised contact
c) If the service has already been terminated or is in the process of being terminated (e.g. if you have previously asked us to terminate the service or as part of our debt management process)
d) Where we have already issued a MAC and another provider has already placed an order using that MAC
The MAC will be a string of numbers and letters and you should give this to your new provider. There is an expiry date associated with your MAC (normally 30 days) and you need to use the code before this date; otherwise you will have to request a new code from us.
We are happy to remind you of your MAC at any point during the validity period, but we are unable to generate a new one until the validity period expires.
Your new provider will place an order for Broadband along with the MAC and we will receive a notification that the migration process has started.
Once this has happened we will be unable to make any changes to your service. We will not place a cease request, because this will prevent your migration proceeding. If you encounter a fault we will do our best to try and resolve it, but if a BT engineer is required to visit your home, you may have to wait until your service is migrated and speak to your new provider, before an engineer will be able to visit.
Upon completion of the migration (generally about a week) we will receive a notification and we will start to calculate your final bill. If you have migrated within your minimum commitment you may incur early termination fees (which will be detailed in the price list. If your account was in debt before the migration we will continue to seek payment for this debt.
Where we are unable to provide you with a MAC because you take Tesco Broadband with Calls or Tesco Home Phone we try to make the migration process as seamless as possible for you.
1) We will never unreasonably halt or prevent a migration to another provider, even if you are in your minimum commitment or have an outstanding balance.
2) The migration process will take a minimum of two weeks, and sometimes longer.
3) We will write to you, at the postal address that you have provided, to inform you that a migration to another provider has started. We try to do this as soon as we find out that you are migrating away.
4) If you have migrated within your minimum commitment you may incur early termination fees (as detailed in the price list.
5) If your account was in debt before your migration we will continue to seek payment for this debt.
If you believe that your services has been migrated in error or without your knowledge then please call us as soon as possible.
If the migration is still in progress we will advise that you contact the gaining provider and ask them to stop the migration first. If this is not possible or you have already tried this then we will attempt to stop the order for you. If we are the gaining provider, we will stop the order for you (once we have validated that you are the correct account holder).
If the migration has been completed please let us know as soon as you are aware and we will work to migrate the service back as soon as we can. Please note it can take a week or more for this to happen.
If you feel that we have not followed this code or we have not handled your migration correctly please contact us as soon as you can (using the details below), so that we can attempt to put things right.
See our Code of Practice for Complaints.
1) If you have any queries:
• please check the FAQs or
• email us at support@tescobroadband.com or
• phone one of our UK based call centres on 0844 556 3550.
2) Our customer services are available between 8am to 10pm, 7 days per week.
3) We do not charge for calls to 0844 556 3550 if you call from your Tesco Broadband with Calls telephone line.
4) We do charge for calls to this number if you have Tesco Home Phone. Calls to this number from a Tesco Home Phone cost 5p a minute plus a connection fee.