Starting June 20, Ofcom proposed changes to broadband switching have come into force making it easier for millions of broadband users in the country to switch to a better landline or broadband deal.
The process has been simplified for consumers who are availing services from one of the providers who users the Openreach telecoms network – such as BT, EE, Sky and TalkTalk.
The process is a rather ‘one touch’ process that will entirely entrust responsibility of the switching to the broadband or landline to which the customer is moving.
Prior to June 20, consumers faced a number of different switching processes, depending on who they are moving from and to, and the type of service being switched. Often they had to contact their existing provider to obtain a code to give to their new provider. That process can be confusing and time consuming and deter consumers from moving to a better deal.
Ofcom research has found that, in cases where the consumer had to contact their existing provider to request a change, the process can be significantly more difficult for consumers to follow.
Under the new system, consumers will no longer need to cancel their contract with their old provider. Instead, the whole switching process will be handled by their new supplier on their behalf.
Once the switching process is under way, the consumer will receive written confirmation from both the old and new provider. If the consumer changes their mind, they can cancel the switch.
Providers must also keep records of each consumer’s consent to switch, to protect against ‘slamming’ – where a customer’s supplier is changed without their knowledge or consent.
Sharon White, Ofcom 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.”
