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MAC FAQ’s for ex-Onetel business customers

Q. How do I obtain my MAC?

A. You need to obtain your MAC from your current Internet Service Provider (ISP) in order to transfer your broadband service from one provider to another. You can apply for your MAC over the phone. Once you have obtained your MAC it is valid for a maximum of 30 calendar days so contact us as soon as you have your MAC to start the switching process. Your new ISP will let you know your switchover date.

Your MAC should look similar to one of the examples below. This is not an exhaustive list but is intended to provide guidance on the format of the code.

BBIP1234567/CA18M
PSID12345678/CA18M
BBDS123456789/CA18M
FTIP123456789/CA18M
LBST1234567/DC22J

Please note: It is the responsibility of your current ISP to provide a MAC not your new service provider.

Q. Will I experience downtime?

A. While switching to Opal Broadband you will experience a short period of downtime of approximately 30 minutes if you are online. This is compared to the option of ceasing service with your current ISP and arranging for us to re-provide which gives a downtime of approximately 10 working days.

Q. What happens if my MAC has expired?

A. Please contact your current ISP to obtain another MAC.

Q. How do I obtain my MAC if I choose to move my Broadband away from Opal?

A. Please contact us by phone on 0800 298 6725, email at HYPERLINK "mailto:Custserv@opaltelecom.co.uk" Custserv@opaltelecom.co.uk , or write to us at the address on your latest bill. We recommend you advise us as to the most appropriate method of contacting you back.

On receipt of your MAC request, we will contact you with confirmation of the MAC within 48 hours.

It is your responsibility to ensure that you provide this MAC to your new service provider, as soon as possible, as it will expire within a 30 day window from the day Opal obtains the MAC.

Q. Are there any other reasons why a MAC could not be provided?

A. We may have problems obtaining a MAC if there are for example open orders, incompatible products, ADSL already on your line or incorrect details. In this case, we will contact you and explain the reason.

Q. Will my old modem or router be compatible?

A. Most Opal Broadband products comply with the ADSL standard ITU-T G.992.1 (G.DMT). If you wish to keep your existing modem please inform the customer agent when ordering. We recommend that you opt for one of the Opal routers to ensure that you maximise your broadband experience.

Q. Can I transfer email addresses from my current ISP to Opal?

A. This is dependant on your current ISP. You will need to find out from them if you are able to bring your email addresses with you. When you join us we will provide you with 50 email addresses. Of course, a lot of your business contacts will know your current email address so it may be worth setting up email forwarding. If your email address uses your own domain name (i.e. you@yourbusiness.co.uk) this can easily be moved to Opal.

Q. Can I transfer my current static IP address from my current ISP to Opal?

A. No, it is not possible to bring your static IP address with you, however, you can order a static IP when you order Opal Broadband.

Once static IP has been ordered it is configured for your broadband account. It then becomes available automatically upon activation of your Business Broadband account. The required details are provided in your welcome letter. To order more Static IP’s go to Your Account -

 

Q. Are there any situations where Opal may not be able to provide a MAC (where one is required to transfer service)?

A. Please note that Opal will not be able to provide a MAC if:

1. We cannot validate that you are the named account holder (or an approved account contact) although we have taken reasonable steps to do so.

2. The broadband service has already been terminated on your line.

3. A MAC has previously been provided by Opal and it is still valid (i.e. within 30 days of the issue date).

4. When the broadband service on your line is currently in the process of ceasing.

Q.What are the alternative migration options if Opal are not able to provide a MAC?

A. If Opal cannot provide a MAC due to the points above, the following options are recommended:

1. The named account holder should contact Opal in order that we can validate the request.

2. Contact your new chosen broadband supplier - there should be no reason why this cannot be supplied on your line.

3. Re-use the MAC that Opal has previously issued for your broadband service.

4. Wait until the "cease" order completes and then request broadband from your chosen supplier (note: a MAC is not needed once the broadband service has ceased).