Ofcom reviews UK broadband switching processes
UK communications regulator is set to analyse the current broadband switching processes that prevent broadband consumers from moving to the best internet providers of their choice.
According to Ofcom, many consumers still experience difficulties while switching between services and providers.
For instance, getting the MAC (migration authorisation code) code from the current ISP provider sometimes takes so many days, although the regulator has made it mandatory that the providers should issue the MAC within 5 working days from the day the consumer has requested for it.
MAC is a special code that enables customers to have their internet connection until they are moved to new service.
However, Ofcom findings show that more than 20% of switching customers had no service for more than a week.
Operators also moved more than 130,000 connectios to wrong telephone lines during the switching process or while migrating service to new home.
Another issue that affects more than 520,000 households every year, is ‘slamming’ which means, the fixed voice and/or broadband customers are moved to another provider without their knowledge or consent.
Now, Ofcom has issued a consultation on the various broadband switching issues to get feedback from the industry as well as consumers.
Ofcom has suggested various measures including third Party Verification process where consumers need to go through an independent third party to confirm their consent to switch and implementing switching processes led by new ISP which gains the customers.
“Based on evidence and analysis of the problems to date, we believe that there is a need for us to move away from the current processes in order to ensure we have a robust switching process that delivers easy, reliable switching and good competition outcomes for consumers.” Ofcom said in a statement.
Adam Scorer, Director of Policy at Consumer Focus, commented:
“We strongly support the plan to move towards gaining provider led switching processes. When you switch to a new supplier, it should be responsible for making the process quick and simple – the company losing the business has few incentives to do this. When the new company handles the move it tends to bring down costs, limit disruption and encourage quick completion; all of which is good news for consumers.”
Ofcom’s new consultation will be open for reviews until 23rd April 2012.
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