Broadband switching process still not simple enough
New research from Broadbandchoices.co.uk highlights the difficulties consumers still face when it comes to switching to a better broadband deal.
Over 1,000 broadband customers were surveyed to determine how easy they found the process of switching provider, and some troubling results were revealed.
Of the respondents that switched, well over half (62%) needed a Migration Authorisation Code (MAC) to be able to move. MAC codes were introduced by telecoms regulator Ofcom to allow consumers to seamlessly switch broadband providers and ensure they weren't switched without their knowledge (known as slamming).
However survey results found:
31% of broadband switchers had to request their MAC code more than once
64% had to wait up to a week to receive it
Only 17% received their MAC code immediately upon asking
59% were left without any broadband connection for a significant time when they switched providers.
Clearly more needs to be done to simplify what is still a frustrating process.
Michael Phillips, product director at Broadbandchoices.co.uk commented: "Switching broadband providers must be made easier as it's an important part of household budgeting, particularly in these austere times. The purpose of introducing MAC codes was to prevent unwanted switching/slamming and empower consumers to exercise their right to shop around for a better deal - but this hasn't translated into reality.
"As many customers have to request their MAC code from their existing provider before being able to move to the new one, this slows down what could be a more straightforward process. Under our current process the ‘losing' provider can drag their feet, and in some cases put the customer off switching altogether, leaving them on the same poor-value, outdated packages.
"Broadband switching should be as simple as energy or any other utility and be handled by the customers chosen new provider, as long as strong consumer protection measures are put in place to prevent slamming.
"Consumers can save as much as £90 per year by switching broadband provider and can save even more if they bundle. Anyone who is having trouble switching broadband provider can follow our step by step process below to minimise any hassle."
Top tips for a speedy, pain-free switching process:
1. Ask for a better broadband deal
It may seem obvious, but simply asking your current provider for a better deal could be the answer. As the market continues to become more competitive, companies have to work harder to keep their customers - however make sure you compare all offers in your postcode by using an Ofcom-accredited price comparison site.
2. Know your rights
Check: Are you free of your contract obligations? If you are still under contract with your current provider you may have to see it out to avoid cancellation fees. However, these have recently come down by as much as 85% for customers of BT, Virgin Media and TalkTalk (including Tiscali) who take a phone line and broadband bundle.
Check: Read the details of your contract - has your supplier made a service agreement they may have breached? If so, you might be able to terminate your contract with them on these grounds, but make sure you read the small print.
3. MAC Code
To switch services you may need a MAC code so ask your provider if this applies to your service. A MAC code identifies your phone line so the new company can take over. If you need one for switching your service, your provider is legally obliged to give it to you.
4. Complications
The type of broadband you currently have could limit your choices. If you are with Virgin Media or Kingston Communications, then you have a cable connection and will need a different landline connection if you want to switch to broadband on a different network such as BT's network.
If you are with Sky, TalkTalk, O2 or a handful of other providers you may be an LLU customer. The procedure of switching from a LLU provider to a new provider will mean you have to stop your current service and ask your chosen new supplier to provide their service. This is known as cease and re-provide. You could find that your current supplier works hard to keep you though,
5. When is 'free' really free?
Before you switch, make sure you have checked out any hidden costs in your new chosen package. If you are considering a cheap or "free" broadband deal, take into account the quality of service you will be getting. Your new contract might also have a download limit which could mean that you to end up paying more than your monthly rate for big downloads.
6. Think about service and support
There is more to broadband than a cheap monthly charge. Consider the opening hours and costs of the customer support and technical support lines. Using the broadband comparison search on Broadbandchoices.co.uk you can find a list of all the service providers available in your area.