Saturday, 13 June 2015

Fwd: Ofcom: Broadband Switching

Ofcom: Broadband Switching  
Dear Mr Jones, On 11 June Ofcom CEO, Sharon White, told a Which? conference that while customer service levels in the telecoms industry have improved, people still find it too difficult to change provider and cancel contracts.

In recognition of this Ofcom announced new measures to better protect and empower consumers.

These include: A strengthened Code of Practice on broadband speeds, allowing customers to exit a contract should speeds fall below acceptable levels 

New processes to make switching broadband and landline providers easier.

The strengthened Code of Practice on broadband speeds was agreed with the UK’s largest providers: BT, EE, Kcom, Plusnet, Sky, TalkTalk and Virgin Media.

The new version of the Code improves consumers’ right to leave their broadband contract when speeds fall below acceptable levels. New customers signing up will be able to walk away from providers during the whole term of the contract, not just the first three months, if they suffer problems that cannot be resolved.

Ofcom is improving the process for millions of customers changing broadband and landline providers. From 20 June, it will be much simpler and smoother to change landline and broadband between providers who use the Openreach network – such as BT, EE, Sky and TalkTalk. A new ‘one touch’ process will place the responsibility for the switch in the hands of the company the customer is moving to.

As part of the work on switching provider, and recognizing how central the mobile phone is to consumers’ lives Ofcom will shortly outline plans to make it easier for mobile phone customers to change provider.

If you would like to know more please get in touch or visit the Ofcom website.

Yours sincerely

David B. Frank
Senior Associate
Govermment & Parliamentary Business
Twitter: @ofcomparliament