It will be easier than ever for consumers to switch broadband service providers from April 2023, with new rules meaning customers only need to contact their new provider to make the switch. Since 2015, it has been possible to do this by switching between two providers that use the Openreach network, such as BT, Sky, TalkTalk or Vodafone. However, this process does not apply when switching from an Openreach provider to one that uses a different type of infrastructure. This includes Virgin Media, which has its own cable system, and companies like CityFibre and Hyperoptic, which have independent fiber optic networks.
One-touch broadband switching
Customers wishing to make such a change must contact their current and future provider, which means the transfer must be arranged if there is no loss of service. Under the new "one touch" system, customers contact their new provider, who will handle the change. The existing provider would automatically send the relevant information, such as early termination fees. An Ofcom study suggests that two-fifths of consumers considering switching find the process too complex or too long, undermining competition in the market. The regulator believes in a universal process that will encourage consumers to switch and get better deals, boosting competition. "Home finances are tight at the moment, so changing your broadband provider could help you cut your bills," said Lindsey Fussell, group director of Networks and Communications at Ofcom. “We make it as easy as possible for you to part ways with your broadband service provider and take advantage of the deals on offer. "The reason it will take another 18 months for the rules to be implemented is how long it will take for operators to make changes to their systems and how providers align their respective processes. Under the regulations, providers will also have to compensate customers for any delays during a switch Mobile customers can now move freely between providers simply by sending a text message to their current provider “With the new system, it is possible that some broadband switches will be activated the next day, and providers will they will be forced to pay compensation if you go offline for more than 24 hours. It is now vital that providers focus on implementation," commented Richard Neudegg, Uswitch Regulatory Manager. "This solution will contribute to ready high-speed switching for the future and will give consumers much-needed peace of mind when it comes to getting a better connection. “Simplifying things for consumers will be particularly important in the future, as more homes will have access to gigabit-enabled connections, from a broader range of infrastructure providers, so that consumers can switch to next-generation services with a minimal hassle. "