Switching to Supanet

Switching to Supanet

Here are the most common questions asked regarding switching a broadband account to Supanet.

What information do I need from my current ISP?

You need something called a MAC code. This is a string of letters and numbers beginning with either bbip or ftip, though other variations also exist. Once you have this code, type it in the relevant field where requested in the Supanet broadband signup page.

You should also find out which BT Wholesale broadband product you have. In the majority of cases this will be IPStream or alternatively it could be Datastream. Your Customer Support team should have the answer.

I've been told my existing BTWholesale product is Datastream. What does this mean?

At present, it is not possible to migrate customers with a Datastream product. Customers on this product who wish to switch to Supanet will need to cancel the contract with their existing ISP and sign-up to Supanet as a new customer. BTWholesale will be introducing a migration facility for Datastream early in 2005.

What does the MAC code do?

This code allows you to migrate from your existing broadband ISP to Supanet without having to cancel or cease your active broadband line.

How long is a MAC code valid?

Each MAC code is valid for a period of 30 days and may only be used once. If you do not use the MAC code within 30 days, you will need to get another one.

My ISP won't provide a MAC code. What should I do?

If this is the case and you still wish to switch to Supanet broadband, you will need to cancel your broadband subscription with your current ISP, subject to your ISP's terms and conditions. Your line will be ceased. Then you can sign up to Supanet broadband as a new customer via the Supanet portal.

Can I switch to any Supanet broadband product?

You can switch from your existing 512Kbps product to Supanet broadband 512 or your 1Mb product to Supanet broadband 1Mb.

You can switch from your existing 512Kbps product to Supanet broadband 1Mb if BT say your line can get the higher speed.

I want 1Mb but BT says I can only get 512Kbps. What should I do?

The majority of customers should now be able to get 1Mb broadband. However, if BT say your line cannot get 1Mb, you can still move to Supanet broadband 512 and upgrade when your line is able to receive higher speeds.

How much does switching cost?

There is no charge for moving. You just pay the monthly fee for your chosen product from the day when the switch from your existing provider is confirmed.

How will I know the switch has completed?

We will send you an email. You will automatically have been given a Supanet pay as you go account, username and password when you signed up.

How long does it take to switch?

Up to 10 days on a like-for-like speed basis. It will take up to another 10 days if you are also upgrading your speed.

Is a modem provided?

For migrations from other ISPs, it is assumed that you already have an existing adsl modem. If you wish to request a modem, please contact Supanet broadband support.

Who do I contact if I have a question about subscribing to Supanet broadband?

Contact the Supanet broadband team.