Statement: Making switching easier and more reliable for consumers
- Dechrau: 29 Gorffennaf 2016
- Statws: Datganiad a gyhoeddwyd
- Diwedd: 21 Hydref 2016
About this document
It is important for consumers to be able to switch providers easily and reliably so that they can exercise their choice of provider and take advantage of competition in the communications sector.
This document sets out our provisional view on the difficulties consumers currently experience when they switch, or consider switching, one or more triple play services (landline, fixed broadband and pay TV) between the Openreach, KCOM, Virgin cable and Sky satellite platforms. It also sets out our provisional assessment of options for reform to reduce these difficulties and deterrents, making switching easier and more reliable for consumers. It takes into account evidence we have gathered from consumer research, complaints and stakeholders.
We invite comments on our proposals from all interested parties.
Please note: the following documents are due to be published the week commencing 1 August 2016: A plain English summary of the consultation document, the 2016 loss of service data tables and the 2015 BDRC triple play omnibus tables.
- “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
Dim ymatebion i’w dangos.