UK broadband users scared of switching

More needs to be done to ease migration

Ian Williams, vnunet.com 13 Feb 2008

A third of UK broadband subscribers would like to change providers but have no faith in the process, new research from BroadbandChoices reveals.

The comparison site said that the figures for consumers switching providers rose from nine per cent in 2006 to 13 per cent in 2007, and current statistics show that one in four consumers is looking to switch in 2008.

"Many consumers are afraid to switch in case something goes wrong," said Michael Phillips, product development director at BroadbandChoices.

"Some are concerned that they will be stuck with a hefty bill for the privilege of moving, and that they could be left without a connection for long periods.

"Others simply cannot be bothered with the headache of call centres, half of which have been shown to offer conflicting advice to customers when it comes to switching."

Energy regulator Ofgem reported recently that around 300,000 consumers switch energy suppliers every month with ease, while broadband switching, at only 154,917 per month, encounters far more problems.

"Perhaps the broadband industry has something to learn from the energy industry," said Phillips.

"ISPs should no longer be able to get away with bullying customers in such a way that could potentially deter them from making a switch. It should not be up to the consumer to battle between two providers in order to switch."

Phillips suggested that switching procedures should be facilitated by the new or joining provider as it is in their interest to ensure that the customer can migrate as smoothly and as quickly as possible.

To further complicate matters, confusion still remains over the use of Migration Authorisation Codes as different rules apply depending on the type of connection.

"Migration Authorisation Codes were introduced by Ofcom to ease the issues surrounding migration, yet Ofcom still cites seven different processes for switching. Consumers have every right to be bewildered and concerned," said Phillips.

Ofcom has recently published a study carried out by Deloitte that looks into the possible ways to establish a single migration process for broadband, fixed line, mobile and cable services.

"With the rapid growth in bundles combining one or more of these services, easier migrations are sure to be welcomed by many consumers, and it could not come any sooner," concluded Phillips.

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