Ofcom admits still problems with switching broadband

Despite having taken action to make broadband switching easier and less disruptive the communications regulator Ofcom has recently admitted that there are still problems when it comes to switching broadband providers in the UK. The majority of households in the UK are now signed up to broadband, but many decide to switch broadband providers for one of a range of reasons such as poor value for money, lack of service, and a variety of other problems.

However, according to Ofcom customers do not find it easy to switch provider because of stalling tactics that are used by many broadband providers. In fact, the regulator has decided that it will be producing a report criticising the stalling tactics that some broadband providers are using when it comes to letting their customers switch to another broadband provider.

According to one industry official some broadband providers actually offer bonuses to their staff members if they successfully talk a customer out of switching or manage to stop them from switching by whatever means necessary. One of the major problems that have been highlighted is that some broadband providers are refusing to give customers the necessary Migration Authorisation Code (MAC) that is needed in order to switch broadband providers.
One broadband customer, Elizabeth Holm, explained that her husband Brian experienced real difficulties when he tried to switch from AOL. She stated: ‘We needed the Mac, but what a kerfuffle. Brian could not get off the phone it just went on so long. The man told us we didn’t need the code.’
Ofcom officials now admit that there are still problems despite the fact that they have already taken action over the issue. One official said: ‘We acted in February to make service providers hand over Macs to consumers who wanted to switch.’