The process for switching your broadband service from Sky to another provider varies depending on a number of different factors. For the majority of our broadband customers (those whose Sky Broadband and Talk services are provided on Sky’s own network, or those who are switching to Virgin Media or another provider that is on a non-BT compatible network e.g. TalkTalk), all you need to do is contact your new provider who will place an order for you.
However, in some circumstances, when none of the above applies to you, you will need to contact us and ask for a MAC (Migration Authorisation Code), which you will need to give to your new provider so that they can place their order. Remember, if you are transferring to Virgin Media or other provider that is on a non-BT compatible network, you will not need a MAC.
If you need a MAC or you have any questions about switching your broadband service to another provider, please contact us. Once we have received your request, we will provide you with your MAC within five working days.
Information about MACs
A MAC is required in certain broadband switching scenarios (those listed above) and it allows you to switch broadband provider easily. It’s used by your existing broadband provider and your new broadband provider to coordinate moving your broadband between providers with minimum disruption. By using a MAC you should only be without internet access for between 30 minutes and two hours on the day of the switchover.
Your MAC will be 17-18 digits long and look like one of the following examples:
In exceptional, limited circumstances, we may be unable to provide you with a MAC. This may be because we can’t validate your identity, your contract has already been terminated, a MAC still within its validity period has already been issued, we have already submitted a request to cease your broadband service, or we are unable to obtain a MAC for you. In the unlikely event we can’t provide you with a MAC, we will let you know why and what you need to do to transfer.
Your Sky Broadband service will end when we are notified by your new provider that your broadband service has been migrated to them, and your contract will end at the same time. If you have not used your MAC within 30 days it will expire and you will continue to receive Sky Broadband under your contract unless you tell us otherwise.
If you are switching to another broadband provider, which can provide broadband services on your existing phone line without a MAC, your Sky Broadband service will end once we are notified by your new provider that your broadband service has been migrated to them and your contract will end at the same time. If we do not receive any notification then you will continue to receive Sky Broadband unless you tell us otherwise.
If you have asked for a MAC from us and you don’t believe your request has been handled adequately, you can find details on how to complain in our How to complain to Sky article.