Statement: Making switching easier and more reliable for consumers

  • Start: 29 July 2016
  • Status: Closed
  • 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.


Main documents

Supporting documents

Consultation annexes 6-8
(PDF File, 479.3 KB)
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Benefits cost model
(File, 180.2 KB)
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Responses

Responder name Type
Andrews and Arnold Ltd (PDF, 9.4 KB) Organisation
BT (PDF, 1.6 MB) Organisation
CCP-ACOD (PDF, 430.9 KB) Organisation
Consumer Forum for Communications (PDF, 295.0 KB) Organisation
Digital UK (PDF, 276.6 KB) Organisation