Ofcom proposes easier broadband and mobile switching

Telecoms regulator Ofcom has announced proposals to make switching between broadband providers easier and also to ban the sale of locked mobile phones (handsets that require “unlocking” in order to switch mobile networks).

Most UK broadband providers presently utilise the Openreach network, but a growing number of alternative cable and full-fibre networks are starting to emerge. Currently, changing networks is done through a Gaining Provider Led (GPL) process, in which the customer has to contact their ISP in order to begin the switch. The rapid increase in alternative providers has put a strain on this.

Currently, this process often entails either downtime or an overlap. According to Ofcom research, 43 per cent of people who decide against switching networks do so because of concerns about arranging two services to start and end concurrently. 37 per cent are put off by having to contact two separate providers, while 35 per cent are worried that they will end up having to pay both providers at the same time.

Ofcom’s new plan would see the process lead by the customer’s new ISP, in a “seamless switching experience”. The proposals would also see a maximum of one working day downtime, with compensation for customers if things go wrong, along with a ban on notice period charges beyond the switch date for residential customers switching fixed services.

These proposed changes are in line with the new European Electronic Communications Code, which calls on EU member states to make it easier for people to switch telecoms providers.

Ofcom is also proposing to end the practice of locked mobile phones. Several major UK mobile operators sell handsets that cannot be used on an alternative network without being “unlocked”.

This process is often difficult, with some experiencing a long delay before receiving the code needed to unlock their device, a faulty code or a loss of service if they attempt to switch without requesting a code. Some operators also charge for the service of unlocking a phone.

Lindsey Fussell, Ofcom’s Consumer Group Director, said: “Switching mobile provider can be really frustrating. By freeing mobile users from locked handsets, our plans would save people time, effort and money – and help them unlock a better deal.”