Broadband switching problems to be tackled by Ofcom...

[dutchman]

Consumers will soon be able to switch their broadband and landline providers much more easily, and be protected from being switched without their knowledge or consent, under new proposals put forward by Ofcom.



In its latest broadband speeds report, the media regulator noted that many customers are not getting the best from their communications products, and they could often get a better service for little or no extra cost.

Recent research by Ofcom has indicated that consumers find switching of services such as utilities or insurance much easier than signing up to a new broadband provider.

Some 23% of those switching a bundle of communications services during the last 12 months thought that switching was difficult, compared with 4% for car insurance or gas supplier.

Ofcom also noted other problems, such as the issue of one in five consumers who do switch their broadband or telephony provider losing their service for around a week.

It said that around 130,000 UK homes have faced problems with the wrong telephone line being taken over during the switching process, or when moving house.

More worrying, an estimated 520,000 households had their landline or broadband services 'slammed' - a term for the switching of a service without the user's consent - in the last year.

Various technical issues can further complicate the switching process, including the different codes and processes that must be navigated to drop one provider and switch to another.

For example, some bundles of landline and broadband may be switched using a Cease and Re-provide process, but there is no agreed industry standards for this.

Sometimes, the consumer will directly end their contract with an old provider and request a service from a new provider, meaning they have to manage the start and end of the services themselves, and could incur charges.

Ofcom has therefore proposed a number of changes to help consumers more easily switch supplier without unnecessary confusion and complication.

The regulator said that it would prefer switches to be managed by the new provider, including the transfer of the service, or services from the previous provider. To prevent against slamming, all switches will be checked and verified by an independent third party, said Ofcom.

Technical issues around switches, such as wrong lines being transferred or poor customer service, will be tackled, while the switching of bundled services will be simplified so that consumers "do not have to contact different providers when moving to a bundle".

"Smooth switching processes are essential to ensure that consumers can change providers with confidence. Many people think that the current systems are too difficult and unreliable which is why we have made it one of our priorities to tackle this problem," said Ofcom chief executive Ed Richards.

"Ofcom has improved consumer information on broadband speeds and enhanced competition in the market but it is also essential that people are able to switch easily to exercise their choice.

"Today's proposals are designed to make the process easier, more reliable and safe from slamming. We believe that the proposals would improve consumers' experience of switching and ensure that they continue to benefit from competition."

Ofcom said that the proposals will not apply to cable subscribers, but it will consider extending them after it has concluded a review of the switching proposals.

Consumer group the Communications Consumer Panel welcomed the changes, but urged Ofcom to introduce a unified system for the switching of all communication services, including mobile, pay TV and cable services.

"As society becomes ever more reliant on internet services, it is unacceptable that one in five consumers switching broadband provider lost their service for about a week," said CCP chair Bob Warner.

"If consumers are more aware of the benefits of switching, and can move between providers quickly and easily they will benefit from the enhanced competition in communications markets."

He added: "If consumers are discouraged from switching bundles because of the complexity of the processes, this risks reduced competition and a worse deal for consumers.

"We are particularly concerned that current switching processes will not keep pace with the trend towards increased bundling of services, including pay-TV services. This will become more of an issue as convergence continues and competition intensifies. We will be monitoring this issue carefully."

[dutchman]

I actually think the measures being taken against 'slamming' will make it even harder to switch service providers than it is at present.

How about instead they ban the practice of forcing customers to dial a premium number in order to cancel a subscription? Also make it much easier for a customer to obtain his own MAC number, which is currently the biggest obstacle to switching from one phone-line based broadband service provider to another.