If you want to switch to another internet service provider (ISP), we can give you a MAC
(Migration Authorisation Code) - a number that identifies your broadband connection and enables you
to switch suppliers without too much interruption to your service.
Contact us to
request your MAC.
You'll need to provide your account details. To find these, sign into My Sky, under the 'My
account summary' you'll see your account number (a long number of approx.12 digits) displayed in
the top right hand corner of your screen. This is the information you need to request your
cancellation and/or your MAC. If you're not transferring providers or you've chosen a cable company
to supply your broadband service then you don’t need a MAC, just call the Sky Broadband team on
08442 414 141 and cancel your broadband so that no further billings are applied. Please check your
Sky Broadband Terms and Conditions or speak to one of our advisors if you're not sure whether your
minimum contract period has expired.
When you have your MAC
When you have your MAC, inform your new provider as soon as possible as it expires 30 days
from the date we give it to you. If your MAC expires before you pass it on to your new provider
you'll have to
contact us to get
a new one. If your new provider accepts the MAC, it normally takes 10 working days to go live with
your new service, your new provider should be able to give you an estimate. Your Sky Broadband
connection will cease when your new service is active. If they don't accept the MAC, then we
recommend you talk to your new provider to find out the best course of action. MACs cannot be used
in certain types of broadband moves, or it might be that your new provider does not support
automatic migrations using MACs. If your new provider says that you must remove your existing
broadband service before ordering your new service, please
contact us.
What if Sky cannot provide a MAC?
If we're unable to provide a MAC we'll let you know why. This may be because:
- We can't validate that you're the named Sky account holder (or an approved Sky account
contact).
- You've already asked us to cancel your Sky Broadband service (before asking for a MAC) or it
has already been terminated.
- A MAC has been provided by Sky and is still valid (i.e. within 30 days of the issue date).
How do I complain about getting a MAC from Sky?
Please call us on 08442 414 141 and a customer service advisor will note the details of the
problem and agree a course of action with you. If you're unhappy with the response you receive, you
may ask for the matter to be referred to a manager for further investigation. We promise to
investigate the matter and contact you as quickly as possible with a resolution to the problem and
a full explanation.
