1. How do I move (migrate) to Metronet broadband?
It’s easy to move your existing broadband service from another provider to Metronet. Simply follow these steps:

• Contact your current broadband provider and ask for your MAC Key and the BT connection product your existing service is on.
• Go to the Metronet website and signup to the broadband product you want to move to.
• During signup, tick the box that asks if you are currently with another ISP and wish to move to Metronet.
• On the next screen enter the MAC Key and BT connection product your existing provider gave you. Also enter the name of your existing provider and the date you want your service to be moved.
• Complete the signup process.

2. How much does it cost to move to Metronet?
It's £9.99 inc VAT to move to a Metronet broadband product if it’s based on your existing BT connection product.
[Top]

3. What speed will I get after I move to Metronet?
You’ll get the same speed you have with your current provider.

If you choose to move to a product with a different speed or contention ratio there is an additional £14.99 fee for regrading your BT phone line. The speed change will take place 5-7 days after your Metronet broadband is activated.
[Top]

4. How long will it take to move my service to Metronet?
You can choose when you want your broadband service to be moved during the signup process. The move must be made between 7 and 30 days after signup.

Your move is more likely to succeed if you have met all your contractual obligations to your old broadband provider.

Also note that delays caused by BT and your old broadband provider can alter the date of your move.
[Top]

5. What is a MAC Key?
A MAC Key is a unique code which allows you to easily move from one broadband provider to another. A provider agrees to your move when they give you a MAC Key.

MAC Keys always begin with BBIP or FTIP, followed by 6 or 8 digits, a slash and then 5 more letters or numbers. e.g. "BBIP87654321/AB12C".

MAC Keys expire after 30 days.
[Top]

6. What is a BT connection product?
A BT connection product sets the speed and contention ratio your phone line can support. Broadband providers like Metronet then base their service on this. Most UK broadband services work in this way.

Example: A Metronet PAYGo 2000 product is based on BT’s ADSL IPStream Home 2000 connection product. This means you can get download speeds up to 2Mb and a BT contention of 50:1.

You can still move to a Metronet product based on a different BT connection product, but there will be an additional regrade fee of £14.99.

BT connection products BT connection product Metronet product ADSL IPStream Home 500 PAYGo 500, SOHO 500 ADSL IPStream Home 1000 PAYGo 1000, SOHO 1000 ADSL IPStream Home 2000 PAYGo 2000, SOHO 2000 ADSL IPStream Office 500 SOHOS 500 ADSL IPStream Office 1000 SOHOS 1000 ADSL IPStream Office 2000 SOHOS 2000

[Top]

7. Can I move from a DataStream product?
Yes. This includes moving from LLU broadband services, such as Bulldog, to Metronet.
[Top]

8. Do I get new hardware when I move to Metronet?
No, we don't assume that you will need new hardware. If you do, you will need to supply your own.
[Top]

9. Should I cancel my current service?
No. You must have an active broadband account to move your service.

If you cancel your existing service the move will fail and you will have to re-order broadband. This could mean a week or more without service.

Check your existing broadband provider has cancelled your service once we confirm (by email) that your Metronet broadband is active – this should stop any unnecessary payments to your old provider.
[Top]

10. What if my current provider doesn't support broadband moves?
You must cancel your existing service and signup for a new Metronet broadband product.

Confirm your existing service has been successfully cancelled before ordering from Metronet. Your order might be rejected if an active broadband service is detected on your line.

Please note; you will not have a broadband connection for 7-14 days.
[Top]