Broadband News

Ofcom calls for easy broadband switching

Thursday 9 February, 2012

By Anthony Hill

Watchdog says process could be simplified for consumers.

Ofcom has unveiled proposals to make changing broadband provider a more simple and reliable process, protecting consumers from trouble and confusion.

According to the telecoms regulator, making it easier for customers to switch is important in ensuring they can choose a service that meets their needs.

To help people find the best deal, Ofcom accredits the most trustworthy online price calculators. Only comparison websites that pass a rigorous audit can display the Ofcom accreditation logo. Broadbandchoices.co.uk is one such site. But research has shown that, once a better deal is found, consumers sometimes run into problems.

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

Ofcom has also highlighted an issue known as "slamming". This is where broadband users are switched to a different service without their knowledge or consent. An estimated 520,000 households had their landline or broadband slammed last year.

Today's proposals are designed to benefit consumers in the following ways:

• Ensuring switches are verified by an independent third-party to protect against "slamming"
• Simplifying the process so consumers are not confused by different methods of switching
• Giving all providers equal opportunity to compete so consumers can benefit from innovation, choice and real value for money
• Fixing technical problems when switches take place to prevent temporary loss of service
• Making sure consumers have accurate information on the implications of switching so they can make informed decisions on whether to change provider

Richards said Ofcom’s proposals are designed to make the process easier, more reliable and protect people from slamming. "We believe the proposals would improve consumers’ experience of switching and ensure that they continue to benefit from competition," he explained.