186k Migrations Authorisation Code (MAC) Broadband Migrations Process

Although the basic procedure is fixed, depending on who you are, the details of the procedure will differ slightly.

Click on the appropriate link below to get the detailed procedure:
Dolphin Users
Partners using Medusa
End User using Medusa

CLICK HERE for further notes on the Migrations Process

If you are a Dolphin User:

  1. You should access your admin portal named Dolphin (dolphinmp.co.uk) with your username and password previously provided by us.
  2. If the username or password is not known, it can be applied for by calling support or emailing the support email address on the relevant website.
  3. Once you are in the portal click on the search link and search for the order you wish to migrate.
  4. When the order is found, click on the button showing the order number, this then takes you to the Edit Order page.
  5. Under the MAC Code header on the left-hand menu click on the link that says Request MAC / Check Results, this takes you to the MAC page.
  6. Complete the details requested on this page, it is important you enter a valid e-mail address as this e-mail address will be used to notify you of your MAC.
  7. A confirmation notification will be given within Dolphin that your request has been accepted, and you will see the details of the request displayed on the MAC page, with a status of "Requested".
  8. Very quickly (usually within five minutes) a confirmation e-mail will be generated and sent to the e-mail address provided, this e-mail will either contain the MAC and its expiry date, or provide you with a failure report. The MAC and expiry date will also be shown on the MAC page, with status "Received", and remain there until the expiry date.
  9. If a MAC code is provided you have 28 days in which to use this before it becomes invalid.
  10. If a failure report is provided please contact your support number and the support team will provide a MAC for you.
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If you are a partner using Medusa:

  1. You should access your admin portal named Medusa (http://portal.186k.co.uk) with your username and password previously provided by us.
  2. If the username or password is not known, it can be applied for on the login page by selecting 'Forgotten your password'.
  3. . Once logged into Medusa, you should:
  4. Select the option 'List all ADSL Accounts' under the heading 'VISP'.
  5. Scroll down the list of ADSL assets to find the Customer Name or CLI where a MAC is required. (It is suggested that the use of 'Find' (Ctrl+F) will speed up this process).
  6. Select the 'Customer Name' link to log into that particular customer's account.
  7. Once logged into the customer's account, select 'Migrate away an ADSL line' from the 'ADSL' menu.
  8. Select the CLI of the line for which a MAC is required.
  9. A check is then performed on the account to find if there is any outstanding debt.
    Please note that outstanding debt will not prevent you from requesting a MAC and migrating away however you will be liable for any debt associated with the account and debt will be recovered through appropriate channels after migration.
  10. After checking the account, provide the name, address, and email address which the MAC should be sent to, and to select from the list of options of reasons for leaving.
  11. We will provide the MAC as quickly as possible and inform you by email (to the address you provided above), and update the Medusa Portal at customer level with the MAC itself. We aim to issue the MAC within 5 working days, often this is available within 2 working days. The email you are sent will also be available for viewing in the "My Messages" area of Medusa under the relevant end-user account.
  12. Upon migration away you will immediately be required to:
    12.1 Settle any existing debt on your account
    12.2 Settle any amount up to the end of your minimum contract term (if applicable).
    12.3 Pay your cancellation fee (if applicable).
By using this system you agree to our standard terms and conditions which are summarised in an e-mail as in the example below

MessageRef 960797
MessageDate 16:45:14 Thursday, February 15th 2007
From support@whoeveryourprovideris.co.uk
To bob@bobbobbobbob.co.uk
Subject Your MAC code request
Message Dear valued customer,

You contacted us recently requesting a MAC (migration authorisation code) to enable you to migrate your broadband service to another ISP.

We can now confirm that your migration code is available within the medusa portal and it will be valid for 30 days. If you do not use your MAC code your service will continue as normal and no changes will be required.

Please note that if you use this code and you are still within your minimum contractual commitment period, or your contract is subject to a cancellation fee any outstanding amounts due under your current agreement will be debited from your payment method. We recommend you file this email in a safe place as you will need to pass this migration code onto your new ISP. Please note that until the new order is processed, your broadband service will continue to be provided by us and you'll continue to be charged. We're very sorry you've decided to leave us at this time. We will email you once your account has been cancelled and will attach any relating invoices to confirm payment.

If you'd like to return to us at any point in the future we would, of course, be delighted to welcome you back. If you'd like any further information on the benefits of remaining with us please email sales@whoeveryourprovideris.co.uk

Alternatively, if you have any further queries about moving your broadband account to your new ISP, you can contact one of our experts online at support@whoeveryourprovideris.co.uk

We wish you the very best for the future and hope to see you again one day

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If you are an End User using Medusa:

  1. You should access your admin portal named Medusa (http://portal.186k.co.uk) with your username and password previously provided by us.
  2. If the username or password is not known, it can be applied for on the login page by selecting 'Forgotten your password'.
  3. Using the drop down menu under 'ADSL' select "Migrate away an ADSL line". In doing so you will be presented with :
    Dear Valued customer
    To request your MAC code (migration authorization code), please select the adsl line you wish to migrate away from the list below. The MAC code will be required by your new ISP.
  4. Select the CLI of the line for which a MAC is required.
  5. A check is then performed on the account to find if there is any outstanding debt.
    Please note that outstanding debt will not prevent you from requesting a MAC and migrating away however you will be liable for any debt associated with the account and debt will be recovered through appropriate channels after migration.
  6. After checking the account, provide the name, address, and email address which the MAC should be sent to, and to select from the list of options of reasons for leaving.
  7. We will provide the MAC as quickly as possible and inform you by email (to the address you provided above), and update the Medusa Portal at customer level with the MAC itself. We aim to issue the MAC within 5 working days, often this is available within 2 working days. The email you are sent will also be available for viewing in the "My Messages" area of Medusa under the relevant end-user account.
  8. Upon migration away you will immediately be required to:
    8.1 Settle any existing debt on your account
    8.2 Settle any amount up to the end of your minimum contract term (if applicable).
    8.3 Pay your cancellation fee (if applicable).
By using this system you agree to our standard terms and conditions which are summarised in an e-mail as in the example below

MessageRef 960797
MessageDate 16:45:14 Thursday, February 15th 2007
From support@whoeveryourprovideris.co.uk
To bob@bobbobbobbob.co.uk
Subject Your MAC code request
Message Dear valued customer,

You contacted us recently requesting a MAC (migration authorisation code) to enable you to migrate your broadband service to another ISP.

We can now confirm that your migration code is available within the medusa portal and it will be valid for 30 days. If you do not use your MAC code your service will continue as normal and no changes will be required.

Please note that if you use this code and you are still within your minimum contractual commitment period, or your contract is subject to a cancellation fee any outstanding amounts due under your current agreement will be debited from your payment method. We recommend you file this email in a safe place as you will need to pass this migration code onto your new ISP. Please note that until the new order is processed, your broadband service will continue to be provided by us and you'll continue to be charged. We're very sorry you've decided to leave us at this time. We will email you once your account has been cancelled and will attach any relating invoices to confirm payment.

If you'd like to return to us at any point in the future we would, of course, be delighted to welcome you back. If you'd like any further information on the benefits of remaining with us please email sales@whoeveryourprovideris.co.uk

Alternatively, if you have any further queries about moving your broadband account to your new ISP, you can contact one of our experts online at support@whoeveryourprovideris.co.uk

We wish you the very best for the future and hope to see you again one day

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Further Notes on the Migration Process

1 We shall at the request of:
a)an End-User; or
b) Partner or Reseller who acquires a Broadband Service from us:
Issue a MAC for a Broadband Service where the Broadband Service is a service to which the MAC Broadband Migrations Process applies.
2 The MAC Broadband Migrations Process applies to the supply by us of all DSL services, with the exception of those DSL services that are required to be migrated by means of a process that relates to the supply of a Fixed Line Telephone Service supplied in conjunction with the DSL service.
 
Issuing MACs
3 We shall communicate the MAC via the portal within five working days of receipt of the request.
4 The response to the MAC request shall clearly indicate:
a) the MAC
b) the MAC validity period; and
c) the Broadband Service(s) to which the MAC(s) applies.
5 At any time prior to the expiry of the MAC validity period, we may remind you of the MAC
6 Where a MAC has already been requested and provided, we shall not impose any limits on the number of additional times you may request the provision of a new MAC in relation to the Broadband Service, following the expiry of any other MACs, however we reserve the right to charge an administration fee should a MAC be requested and not used.
7 We shall issue a MAC free of charge.
 
Refusal to issue a MAC
8 We shall only refuse to issue a MAC if:
a) We by taking reasonable steps, have been unable to validate the identity of the person requesting the MAC
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.
9 Where we are unable to, or refuse to, provide a MAC, we shall provide the End-User with a clear explanation of why the MAC has not been provided.

Cease requests and notice to terminate a Broadband Service

MAC Validity and migration dates
10 We shall not terminate the Broadband Service on account of the MAC validity period expiring unless we have received notification that the Broadband Service has been migrated to another Communications Provider.
11 Where a Customer provides a MAC within its validity period, together with a request to effect a transfer of the Broadband Service to us, we shall proceed with the migration and inform the Customer of the Default Migration Date.
12 We shall, at the request of a Customer up until two Working Days prior to the Default Migration Date:
a) cancel the Default Migration Date or Requested Migration Date
 
Erroneous MAC migrations
13 We shall provide a recovery process so that in the event of an erroneous migration effected by way of a MAC, the End-User's Broadband Service can be restored with us with minimum disruption.
 
Complaints about the MAC Broadband Migrations Process
14 We shall handle complaints in relation to a decision to refuse, or a failure by, us to issue a MAC, as part of its existing complaints handling processes.

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