Thinking of cancelling? CALL US on 0845 140 6002. Lines are open on weekdays (except Bank Holidays) between 9.00am-5.30pm.

What you need to know about cancellations

1. Moving to a new provider
2. Using your MAC Key
3. Giving us notice
4. Making a final payment

Cancelling your Metronet service

1. What is a MAC Key?
2. I have a MAC Key, what should I do with it?
3. How do I get a key?
4. How long does it take to get a key?
5. Can I get a key immediately?
6. Is there a limit to the number of times I ask for a key?
7. Why won't you give me a key?
8. How long do keys last for?
9. Can I move if I've got any outstanding debts?
10. What should I do if I have any questions?

Moving to Metronet

1. How long does it take to move to Metronet?
2. Can I cancel or change my move date?

What you need to know about cancellations

1. Moving to a new provider

To move to a new broadband provider you need to ask us for a MAC Key. MAC Keys are valid for 30 days - it's up to you when you give it to your new provider to start the move. Your account with us will close when we confirm that your service has moved, giving you a seamless move with no disruption to your service.

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2. Using your MAC Key

If you ask for a MAC Key and don't use it, your account with us will continue. If your MAC Key expires you'll have to ask for another if you still want to move. Asking for a MAC Key is only a way of moving your broadband, not cancelling the account.

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3. Giving us notice

If you ask us to cancel your service we need 10 days notice. We'll take a final payment by credit/debit card to cover this notice period, and you'll have access to your account up until this final day.

Cancellations are subject to minimum contract periods and the payment of any outstanding and/or deferred amount.

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4. Making a final payment

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Moving from Metronet

1. What is a MAC Key?

A MAC Key (Migration Authorisation Code) is a code which any Internet Service Provider can give a customer to let them move broadband to a different provider. Each MAC Key is unique, made up of: 4 letters (these are always either BBIP or FTIP), 8 numbers (sometimes up to 12), forward slash, 2 letters, 2 numbers, 1 letter. E.g. BBIP87654321/AB12C or FTIP12345678/YZ34D.

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2. I have a MAC Key, what should I do with it?

You should give your MAC Key to your new service provider. This lets them know that we have agreed you can move your broadband. and they can arrange this for you.

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3. How do I get a key?

You can ask us for one by:

1. Phoning us on: 0845 140 6002 (Lines open 9.00am-5.30pm weekdays, except Bank Holidays)
2. Writing to us at:

Metronet
The Balance
2 Pinfold Street
Sheffield
S1 2GU

3. Raising a Question using Contact Us.

We'll then give you the following information. This will be added to a Question on your account:

• Your MAC Key and it's expiry date (i.e. how long you can use the key to move to another provider).
• Which broadband service the key will let you move.

Don't worry about having to remember all this information when we give it you. We'll add it to a Question on your account so you've got it handy.

Note: we can't reply to cancellation requests made by Ticket. Please contact our Customer Options team on the telephone number above who will be able to deal with your query.

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4. How long does it take to get a key?

Once you've asked for one we'll give you this within a maximum of 5 working days.

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5. Can I get a key immediately?

Yes. Just give our Customer Options Team a call on 0845 140 6002. Lines are open on weekdays (except Bank Holidays) between 9.00am-5.30pm.

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6. Is there a limit to the number of times I ask for a key?

No. You can ask for a key as many times as you want - as long as you've already asked for one and it's expired. When we give you a key we'll tell you how long it's valid for.

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7. Why won't you give me a key?

We're sorry we can't give you a key straightaway. This might be because:

1. We don't know who you are/the person who's asking to move your service is.
2. Your broadband service has already been cancelled.
3. We've already given you a key, but it's not expired yet.
4. We're already cancelling your broadband service.
5. We can't get a key from our supplier. (This is rare, but if it does happen we'll do whatever we can to get one for you).

If we can't give you a key we'll let you know. We'll also tell you some other ways that you might be able to move to your new service provider.

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8. How long do keys last for?

Keys last for 30 days (including Bank Holidays). This time runs from the point we give you the key up until 5pm on the 30th day. If your key runs out before you've moved to your new provider please call us on 0845 140 6002 (Lines open 9.00am-5.30pm weekdays (except Bank Holidays) and we'll give you a new key.

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9. Can I move if I've got any outstanding debts?

Yes, you'll still be able to move to your new provider. However, if you've still got time remaining on your contract or charges you've deferred (e.g. hardware or setup costs) you'll need to honour these before moving.

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10. What should I do if I have any questions?

Give our Customer Options Team a call on 0845 140 6002. Lines are open on weekdays between 9.00am-5.30pm(except Bank Holidays). We'll be happy to answer any questions you have about MAC Keys and moving.

Moving to Metronet

1. How long does it take to move to Metronet?

Once you've given us the MAC Key from your current supplier we'll start your move to Metronet within 5 days.

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2. Can I cancel or change my move date?

Yes. You can ask us to change or cancel the date you want to move, up until 1 day before the date we've given you. However:

• You can only change the date to another later in the month. You cannot bring the date forward to make your move happen earlier.
• The key you've been given has not expired within 5 days of your move date.

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