Some 45 per cent of broadband customers think that switching provider is too difficult, according to research from industry regulator Ofcom. Ofcom has proposed further measures to make switching broadband provider easier, after research showed that nearly half of customers think it is still too difficult. The communications watchdog said that it was considering measures […]
Some 45 per cent of broadband customers think that switching provider is too difficult, according to research from industry regulator Ofcom. Ofcom has proposed further measures to make switching broadband provider easier, after research showed that nearly half of customers think it is still too difficult.
The communications watchdog said that it was considering measures to make the process faster and remove the hassle for customers by placing the emphasis for switching a service from one company to another on the ISP that is gaining the customer. At the moment, if a customer wants to change provider they have to request an authorisation code from the ISP they are leaving and give it to their new provider, essentially a “losing provider-led process”, to use Ofcom’s words.
14/09/2010
It isn’t the first time that Ofcom has changed the rules to make switching broadband provider easier for customers – back in February 2007 it introduced regulations to make sure that ISPs provided customers with MACs (migration authorisation codes) within five days if they wished to leave.
However, it subsequently transpired that many broadband providers were not complying with the new laws and that the process of switching ISP was still problematic for many customers.
Commenting on Ofcom’s considerations into smoother broadband and landline switching, Mike Wilson, mobiles and broadband manager at moneysupermarket.com said: “It is great news for the industry and consumers that Ofcom is considering ways to make the switching processes for broadband and landlines quicker and easier. As the research shows, a shocking 45 per cent of people say it’s too much hassle, meaning an astounding number of Brits are likely to be on unsuitable package for their needs and potentially forking out more than necessary.
“By proposing the new provider-led approach Ofcom has firmly placed the emphasis on the new provider to make the customer transition as simple as possible. This move should radically shake-up the market by increasing competition and making it easier for customers to get a better deal and encouraging them to shop around. I’d hope that this will lead to providers offering even better value packages to lure new customers knowing that with a simplified process there will be more people willing to make the move to save money.”
