Ofcom makes it easier for unhappy customers to switch broadband provider

Watchdog continues crackdown on ISPs

OFCOM is continuing its crackdown on the UK broadband market, having brought in changes that make it even easier for consumers to switch providers.

The regulator isn’t happy with the current process of switching broadband suppliers, describing it as “confusing and time consuming” and likely to deter customers from moving to a better deal.

Ofcom’s complaint relates primarily to needing a Migration Authorisation Code from the first provider and then giving it to the second.

With this in mind, the telecoms watchdog has introduced a new ‘one touch’ switching process which came into force over the weekend and applies to all internet service providers (ISPs) using BT’s Openreach network, including BT, EE, Sky and TalkTalk.

The revamped process means that consumers will no longer need to cancel their contract with their old provider, as the whole process will now be handled by their new supplier on their behalf.

Ofcom said that the consumer will receive written confirmation from the old and new providers. If the consumer changes their mind, they can cancel the switch.

Sharon White, Ofcom’s chief executive, said: “The new process puts the responsibility for the switching process in the hands of the provider the customer is joining.

“This will make a real difference for consumers, and will encourage more people to take advantage of very strong competition in the landline and broadband markets.”

Since taking over as Ofcom CEO, White has also announced that ISPs must allow a customer to easily switch networks if their broadband speeds aren’t up to scratch.

Reacting to Ofcom’s latest move, BT said that it is already working on making it as easy as possible for ISPs on the Openreach network to switch customers across services.

“BT has been working hard with Ofcom and other companies to ensure that Ofcom’s proposals are implemented effectively to enable smooth switching between providers on Openreach’s network,” the firm said.

TalkTalk welcomed the change, but took the opportunity to moan about the current anticompetitive state of broadband prices, which means that consumers are paying over the odds.

“Switching only benefits consumers when markets are competitive. With a wave of consolidation threatening to undermine consumer choice and inflate prices, TalkTalk will continue to call for a competitive market that puts the interests of consumers first,” the operator said.

Siding with TalkTalk, Ofcom recently announced that it is looking to limit the price that BT can charge for access to its Openreach network, a move which should see a drop in broadband prices.

Sky and EE have yet to comment.

Ofcom said it is now looking at ways to make it easier for mobile phone customers to change provider, which means we could soon see the end of the dreaded Porting Authorisation Code.

Source:- http://www.theinquirer.net/inquirer/news/2414199/ofcom-makes-it-easier-for-unhappy-customers-to-switch-broadband-provider