Ofcom makes switching broadband provider easier
Ofcom has introduced new broadband switching rules to make it easier for consumers to change provider.
The new process moves the responsibility for the switch to the new company, rather than being the responsibility of the existing provider, and customers who are switching between providers that use the Openreach network will be able to use a ‘one touch’ process. The customer will not have to contact their existing provider to cancel their contract; instead, the whole process will be dealt with on their behalf by the new provider.
The consumer should receive details about the change in writing from both their old and new suppliers once the process has started. There will also be the opportunity for the consumer to change their mind, should they so wish.
The consent to switch records must be kept by the providers, which is designed to prevent the consumer being affected by ‘slamming’ – where the supplier is changed without the knowledge of the consumer.
The regulator said that there are a number of different processes involved in switching providers at the moment, each created by individual providers.
In most cases a Migration Authorisation Code (MAC) is required; however, many people have come up against obstacles when they have tried to change provider. The chief executive of Ofcom, Sharon White, explained that the new process will benefit the consumer and will encourage more people to shop around for a better deal.
Ofcom is also looking at ways to make mobile phone switching easier.