Statement: Making switching easier and more reliable for consumers
- Start: 29 July 2016
- Status: Statement published
- End: 21 October 2016
This document sets out our decision not to intervene to require changes to the process for switching landline, broadband and/or pay TV services between the Openreach, KCOM, Virgin cable and Sky satellite platforms.
On the basis of the evidence currently available, we no longer consider it proportionate and justified, overall, to pursue reform in this area.
We consider that we will be better able to further consumers’ interests by increasing our focus on helping consumers to engage with and navigate communications markets with greater confidence, and ultimately obtain the best deals to match their needs.
Alongside this document, we are publishing a Call for Inputs to inform a new project on consumer engagement. This will look at other aspects of the consumer purchase journey, outside of switching processes, where there may be barriers preventing or hindering consumers from engaging in communications markets and benefitting from the choice available.
- “The new provider would also be required to provide the consumer, in good time, with any equipment required to use the new service(s), so that it is ready to use when the service(s) are activated”; and
- “These steps would occur during a ten working day transfer period in which the consumer can change their mind and cancel the new service(s) without liability for charges.”
We appointed expert consultants, Cartesian Limited, to develop detailed process maps and cost estimates for a range of options to reduce difficulties and deterrents consumers say they have experienced with cross-platform switching arrangements.
In forming the provisional views set out in the consultation document, we took a number of sources into account, including bespoke qualitative and quantitative consumer research undertaken in 2015 and 2016.
Statement: Decision on switching landline, broadband and/or pay TV between different platforms
Penderfyniad Ofcom am newid llinell dir, band eang a/neu deledu trwy dalu rhwng gwahanol blatfformau
Consultation plain English summary: Making switching easier and more reliable for consumers