Making it simpler to switch your broadband provider

BROADBAND switching is set to get easier after the communications watchdog unveiled plans to simplify the process.

Research by Ofcom found that almost half of households with a fixed-line broadband or phone provider believe changing supplier is over-complicated and too much hassle. It is to look at ways of improving the switching process across different household communications services, initially focusing on broadband and landlines.

Under its proposals, the service provider benefiting from the switch would take responsibility for the process, albeit only after measures have been put in place preventing them from switching people without their consent. An improved switching process will drive prices down and increase choice for consumers by triggering greater competition in the sector, according to Ofcom, which said half of consumers now take more than one communications product in a bundle.

As it stands, when a customer wants to switch provider, the incumbent company must provide a Migration Authorisation Code (MAC) to the new supplier. But Ofcom's research found that four in ten people using MAC codes when changing provider think the process was difficult.

Michael Phillips, product director at Broadbandchoices.co.uk, said: "The broadband switching process is particularly cumbersome, not least because there is often more than one process involved and customers often have to request their MAC code from their existing provider before being able to move to the new one. This slows down what could be a more straightforward process."

The process of using MAC codes is often too difficult for customers to understand, he added. "The 'losing' provider can drag their feet in providing the MAC code and sometimes putting them off switching altogether," said Phillips.

The Ofcom study also revealed that many people find it difficult to find information about other providers, despite the growth of Ofcom-accredited price comparison sites. But Phillips claimed now was a good time to shop around: "TalkTalk is offering six months free broadband, saving over 40, with its Essentials package and Plusnet is offering four months free throughout September, saving over 25."