Simpler broadband switching to help consumersNew providers should transfer accounts in a single process
08 August 2013
Ofcom has announced measures to make it easier for consumers to switch their landline and broadband provider in one simple step.
Under the changes, the new provider will handle the switch on behalf of the consumer under a single transfer process liaising with all companies.
Currently consumers have to deal with a number of different switching processes depending on the provider, which can be convoluted and cause confusion.
According to research from the communications regulator, nearly half of consumers with a landline and broadband bundle who considered switching said a lack of clarity about the switching process was something that put them off.
Easier to switch broadband
Ofcom’s Consumer Group Director Claudio Pollack said: ‘The move towards one clear and simple system, led by the gaining provider, will result in a switching process that works in consumers’ best interests.
'We will now be working on further measures to improve consumers' experience of switching.'
As well as the new universal switching process, providers will also have to keep a record of every customer's consent for a transfer.
This should prevent consumers being deliberately transferred to a different provider against their wishes – a practice known as ‘slamming’.
The regulator has also set out measures to help prevent consumers losing their service during the changeover process.
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