Communications Consumer Panel calls for swifter switching process
Michael Phillips, product director, BroadbandChoices.co.uk commented: “According to our own independent research, 71 per cent of broadband users take some form of bundled service so it is crucial that Ofcom addresses the specific frustrations that these consumers face when switching. Switching difficulty is something we have always campaigned against since some of the most common complaints we receive on our website are due to consumers’ dissatisfaction with the currently confusing switching process.
“From the same research, 48 per cent of respondents already taking bundles said they were considering changing supplier in the next 6 months so would benefit from new legislation to make the process as simple and quick as possible.”
BroadbandChoices.co.uk offers top tips for a smooth 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 area
2. Know your rights Check: Are you free of your contract obligations? If you have signed a contract you have to see it out or incur a cancellation fee, even if your current provider is signed up to the Migration Code of Practice. 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 Always ask your provider for a MAC code, which is a code that identifies your phone line so the new company can take over. Your provider is legally obliged to give it to you, as without one it is impossible to switch provider
4. Keep a log If you’ve been having trouble with your broadband connection, make sure that you keep a record each time you experience a problem. Take a screen grab of your error message, or keep a detailed written log.
5. Otelo and Ofcom If you are experiencing problems and have exhausted official complaints procedures with your ISP without resolution, you can write an open letter to Otelo, the office of the telecommunications ombudsman. 33 per cent of ISP providers are members of the body, which was set up to investigate complaints made by telecommunications customers.
Date: 2nd, July, 2009
Loading ...