Consumer switching: Consumer experience of switching mobile communications services and options for process reforms

  • Start: 28 July 2015
  • Status: Closed
  • End: 06 October 2015

It is important for consumers to be able to exercise their choice and switch providers easily in order to take advantage of competition in the communications sector.

This document sets out and invites comments on our current position on the consumer experience of switching mobile communications service providers, and on some high level, initial options for mobile process reforms, taking into account stakeholder discussions to date.

It also includes a summary of stakeholder responses to Ofcom’s July 2014 Call for Inputs on consumer switching. That document sought views on the impact on the consumer experience of switching and on competition of the processes currently used to switch providers of bundled voice, broadband and subscription pay TV services, and mobile voice and data services.

Download the full consultation document below, or read a summary of the consultation on switching and process reforms in plain English (PDF, 56.2 KB).

Update 23 March 2016

We have considered responses to this consultation and have launched a new consultation on our proposals to reform switching of mobile communications services.

Main documents

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Responder name Type
Baker Mr E (PDF File, 14.0 KB) Organisation
BT (PDF File, 412.1 KB) Organisation
Communications Consumer Panel and ACOD (PDF File, 75.9 KB) Organisation
EE (PDF File, 423.9 KB) Organisation
Name Witheld 1 (PDF File, 17.9 KB) Organisation
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