Broadband News

Consumer experts: 'Standardise broadband, telephone, TV and mobile switching'

Thursday 9 February, 2012

By Kelvin Goodson

Communications Consumer Panel urges Ofcom to make switching the same for all services.

Whether you’re switching your broadband, telephone, TV or mobile package, the process should be the same, an independent group of experts has said.

Changing from one deal to another is too complicated, according to the Communications Consumer Panel, and we would be more likely to change if there were a standard way of doing so.

This follows measures set out today by telecoms regulator Ofcom to make it easier to switch landline and broadband providers.

These proposals include simplifying the process so customers are not confused by different methods of switching and don’t have to contact different providers, and ensuring switches are checked by an independent third party.

Bob Warner, chair of the Communications Consumer Panel, said he welcomed the new proposals “which should make changing broadband and landline suppliers simpler and more reliable”.

However, the Panel has challenged Ofcom and providers to work together to come up with a way of unifying the switching process for all communications services, which are now often signed up to as a bundle.

“This will give consumers confidence to switch and improve the service for those that do”, Warner explained. “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.”