Topic: Broadband users scared to switch

[Clive]

A third of broadband users don't switch provider because they have no confidence in the process, according to a new survey.

The survey, by broadband-comparison site BroadbandChoices.co.uk, comes a year after Ofcom introduced the Migration Authorisation Code (MAC), which aimed to make switching providers easier and quicker.

In light of these findings, BroadbandChoices.co.uk is calling upon Ofcom to establish a new switching process that forces the providers to manage the move.

Michael Phillips, product development director at BroadbandChoices.co.uk, said: "There needs to be a radical shake up of the switching procedures. ISPs should no longer be able to get away with bullying customers in such a way that could potentially deter them from making a switch."

He added: "Making migrations between the multitude of ISPs faster and simpler is a must. We would suggest that, in the future, switching procedures should be facilitated by the new (or 'joining') provider. It's in their interest to ensure that the customer can migrate to their services as smoothly and as quickly as possible."

Customers are reluctant to switch providers for many reasons, according to Phillips, with cost and hassle being two of the main factors.

He said: "Some are concerned they will be stuck with a hefty bill for the privilege of moving, and that they could in fact be left without a connection for long periods ? catastrophic for those relying on it for their livelihoods. Others simply can't be bothered with the headache of call centres, half of which have been shown in our research to offer conflicting advice to customers when it comes to switching."

BroadbandChoices.co.uk also wants Ofcom to reduce the confusion many customers experience using MACs.

Phillips said: "It's ironic MAC codes were introduced by Ofcom to ease the issues surrounding migration, yet Ofcom still cites seven different processes for switching. Consumers have every right to be bewildered and concerned."

www.broadbandchoices.co.uk
www.ofcom.org.uk

[Simon]

He added: "Making migrations between the multitude of ISPs faster and simpler is a must. We would suggest that, in the future, switching procedures should be facilitated by the new (or 'joining') provider. It's in their interest to ensure that the customer can migrate to their services as smoothly and as quickly as possible."

I do think MAC codes should be able to be obtained automatically, without the need for the customer to contact the ISP to request it.  Some providers are notoriously slow at issuing MACs, despite the legislation requiring them to issue within 5 days of request.  As far as I know, there is no reason why MACs can't be issued immediately, so therefore, there should be no reason for the process not to be automated.

[GillE]

When my husband changed our ISP recently, he had to phone AOL for a MAC code.  They refused to give it to him at first, trying to sell him alternative services instead, then making snide comments about how difficult it would be for him to return when he found his new ISP unsatisfactory.  In the end he threatened to to refer them to Ofcom, which seemed to do the trick.