Ofcom has proposed a new ‘one touch’ process, and the BIPT recommends operators promote the ‘Easy Switch’ process.
Switching has been a focus for Ofcom for several years: The UK regulator made the switching process recipient-led in 2015. However, consumers switching between different networks (e.g. from Openreach to CityFibre) still needed to contact both the existing and new providers to coordinate the switch.
New plans for seamless broadband switching: Ofcom now proposes a ‘one touch’ process for switching. Customers would contact their new provider and automatically receive information from their current provider, e.g. early termination charges they may have to pay. If the customer wants to go ahead, the new provider would manage the switch. If approved, the changes would apply from December 2022.
The Belgian regulator has also moved to facilitate switching: In Belgium, the regulator BIPT evaluated the Easy Switch process introduced in 2016. The BIPT recognises the advantages of the process, but notes that many customers are still not familiar with it. The BIPT recommends providers to promote Easy Switch as the standard procedure for fixed services and bundles, and to make sure the information consumers need for switching is easily accessible.
