Broadband Migration Code of Practice

Introduction

In Autumn 2006, Ofcom defined the process that communication providers supplying broadband services must follow when migrating customers to and from their services.
The purpose of this code of practice is to show that Digitel Direct Ltd (“our” “us” and “we” refer to Digitel) as a communication provider supplying broadband services, act in accordance with these obligations when migrating customers to and from our service.

Definition of terms:

“Our” “us” and “we” refer to Digitel

“Account Holder” means the person or entity with contractual responsibility for the Digitel broadband service.

“Customer” means a person who is an end user of a broadband service provided by a different communications provider or a person who is seeking to become as end user of Digitel.

“Default migration date” means five working days after the MAC is provided by a communications provider to another broadband communications provider.

“MAC” means Migration Authorisation Code which is a unique code used to identify a broadband service that is intended to be transferred from one communications provider to another communications provider.

“MAC” validity period means a period extending up to 17:00 hrs on the thirtieth calendar day from issue (either verbally or in writing whichever is first) by the communications provider.

“Migration date” means the date on which the transfer of the broadband service will be affected at which point the end users broadband service will commence being provided to the end user by a different communications provider.

1. We shall, at the request of:

a) an account holder of Digitel; or
b) another communication provider who acquires a broadband service from Digitel issue a migration authorisation code (MAC) for a broadband service when requested.

2. We will take reasonable steps to validate the identity of the person who has contacted us to request a MAC for a broadband service, before issuing a MAC. This person must be the account holder.

Issuing MACs to Account Holders

3. We will communicate the MAC to the account holder in writing by letter and/or by e-mail within five working days of receipt of the request save for 4.

4. Where we have issued the MAC to the account holder over the telephone, we will not communicate the MAC to the account holder in writing.

5. The written response (e-mail or letter) to the account holder containing the MAC will clearly indicate:

a) the MAC (or MACs);
b) the MAC validity period and expiry date; and
c) the broadband service(s) to which the MAC(s) applies.

6. At any time prior to the expiry of the MAC validity period, we will remind the account holder of the MAC if requested by the account holder.

7. Where a MAC has already been requested and provided, we will not impose any limits on the number of additional times an account holder may request the provision of a new MAC in relation to the broadband service, following the expiry of any other MACs.

8. We will issue a MAC to the account holder free of charge.

Refusal to issue a MAC
9. We will only refuse to issue a MAC to the account holder if:

a) we have, after taking reasonable steps, been unable to validate the identity of the person requesting the MAC as the account holder;
b) the Broadband Service contract has already been terminated;
c) a MAC which is still within its MAC validity period has already been requested and issued by us in relation to the broadband service; and
d) we have already submitted a cease request for the broadband service; and
e) we are unable to obtain a MAC from a broadband network communications provider supplying Digitel.

10. Where we are unable to provide a MAC to the account holder, we will provide the account holder with a clear explanation of why the MAC has not been provided.

Cease requests and notice to terminate a Broadband Service
11. We will not issue a cease request for the broadband service unless we have established that the account holder does not wish to transfer the broadband service to another communications provider.

12. We will, when issuing a MAC, confirm to the account holder that any previous termination by the account holder has been revoked, and shall ensure that any current or pending termination actions are cancelled.

MAC validity and migration dates
13. We will not terminate the broadband service on account of the MAC validity period expiring unless we have received notification that the Account Holder’s broadband service has been migrated to another communication provider.

14. Where a Customer provides a MAC within its validity period, together with a request to affect a transfer of the broadband service to us, we will proceed with the migration and inform the customer of the default migration date.

15. We shall, at the request of a customer up until one working day prior to the default migration date:

a) accept a request to extend the default migration date to a later migration date (“Requested Migration Date”), provided the MAC validity period has not expired within five days of the requested migration date; or

b) cancel the default migration date or requested migration date.

Erroneous MAC migrations
16. We will provide a recovery process so that in the event of an erroneous migration effected by way of a MAC, the account holder’s broadband service can be restored to the original communication provider with minimum disruption.

17. Publication of the information set out in the above shall be effected by publishing the information on the Digitel’s website, and by sending a copy of the information if so requested.

Complaints about the MAC Broadband Migrations Process
18. We will handle complaints from customers or account holders in relation to a decision to refuse, or a failure by Digitel to issue a MAC, as part of its existing complaints handling processes. You can access this by visiting our website at www.digiteldirect.com

Requesting a MAC
Please telephone our customer service team on 08456 522 533,

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