Switching ISPs "too much hassle" say nearly half of consumers

Ofcom wants to apply service switching proposals to next generation fibre-based broadband

Comms regulator Ofcom has published research showing that nearly half (45 per cent) of consumers think switching their communications provider is "too much hassle".

The research prefaces a new Ofcom proposal that the customers' chosen comms provider (the gaining provider) should be responsible for switching the service over for customers.

This would replace the current system which sees customers wishing to move to another broadband provider tasked with telling their current ISP they wish to change providers and obtaining a migration authorisation code (MAC) from them.

Customers must then contact their chosen new provider, and give them the MAC code and their previous provider details. The new provider then contacts BT and the customer's old provider to arrange service transfer.

Ofcom said that the new system is likely to improve the process for consumers.

Ofcom added that it was also considering ways to make the switching process more straightforward across communications services," something it committed to review in its latest Annual Plan.

As the roll out of next-generation access (NGA) through optical fibre delivered to both the home (FTTH) and street cabinet (FTTC) proceeds, Ofcom also wants to address how its service switching considerations apply in this area as well.

With exactly half of consumers taking more than one communications product in a bundle, Ofcom warns this switching activity "is likely to become more complex ".

Ofcom also released data today showing that local loop unbundled (LLU) lines passed the seven million mark.

LLU is the process by which other ISPs can install broadband services in BT's local exchanges.

According to the organisation's research, there are over 19 million broadband lines in the UK, 70 per cent of which are non-BT.

Over 30 companies offer unbundled services to homes and small businesses.