A switch in no time: Changing supplier made easier

Plans are under way to make it easier for broadband customers to switch suppliers.

Communications regulator Ofcom has said people are being put off switching services, especially when changing from those that operate on the Openreach network to other providers that use their own cables, including Virgin Media or Cityfibre.

Around four in 10 households said they decided to stick with their current provider because of the perceived hassle of having to contact more than one operator, Ofcom found. A further one in four added they faced unwanted attempts to persuade them to stay from their supplier.

Ofcom hopes the scheme – dubbed “One Touch Switch” – will streamline the way people change providers as new services are launched.

As a result of the change, switching could be done in a day and would no longer involve households liaising with both companies. All broadband networks must sign up to the One Touch Switch process by April 2023 to give enough time for the companies to upgrade their systems effectively, Ofcom added.

The new rules will be welcomed by many customers, especially with more people working from home and relying on their broadband connection during the pandemic.

Consumer group Which? said it is “positive to see the regulator removing barriers that are preventing people switching providers and getting a better deal”.

It went on to say that the process must be implemented swiftly.