New Broadband ISP Switching Rules Unlikely to Fuel UK ISP Exodus

The latest survey of 748 ISPreview.co.uk readers has found that 85.2% of respondents have at some point switched their Internet or phone provider, although just 15.2% anticipate that Ofcom’s simplified new broadband and phone switching process will make them more likely to migrate to another ISP in the future.

The telecoms regulator introduced its new harmonised approach to switching on 20th June 2015, which puts all the migration power into the hands of the gaining provider instead of your existing one. In the past some existing ISPs have attempted to obstruct or delay the switching process.

As a result consumers who wish to swap ISPs need only contact their chosen (new) ISP in order to begin the process and everything else is handled automatically – READ: A Guide to Switching UK Broadband and Phone Provider After June 2015. Our survey indicates that the new system will have an impact, but not a huge one.

Have you ever switched your fixed line phone or broadband provider?
Yes – 85.2%
No – 14.7%

What was your experience of the switching process?
Smooth – 54.6%
Problematic – 25.1%
I’ve never switched – 13.2%
Slow – 6.9%

Are you aware of Ofcoms new switching process (20th June onwards)?
Yes – 66.5%
No – 33.4%

Do you think Ofcom’s new process will make you more likely to switch?
No – 45.8%
Maybe – 38.8%
Yes – 15.2%

The need for a new system appears to be supported by the fact that only a little over half of respondents had actually experienced a smooth switching process, with others tending to find it either slow or problematic.

Never the less it’s still too early to say whether the improvements introduced by Ofcom’s harmonised switching process will overcome past problems or simply create new ones, although it’s clear that most consumers are aware of the change; even if only a small portion may feel specifically encouraged to swap because of its introduction.

Ofcom are currently also examining whether the switching process could be expanded to include triple and quad-play bundles, which often need to shift Pay TV and or Mobile services at the same time. The regulator is also examining the difficult prospect of bringing Virgin Media’s separate cable infrastructure into the fold.

Meanwhile this month’s new survey asks where you got your current broadband router from and which features are most important to you? Vote Here.