{"id":15124,"date":"2017-12-19T11:11:21","date_gmt":"2017-12-19T11:11:21","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=15124"},"modified":"2017-12-19T12:26:44","modified_gmt":"2017-12-19T12:26:44","slug":"free-text-message-need-switch-uk-mobile-operator","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2017\/12\/free-text-message-need-switch-uk-mobile-operator.html","title":{"rendered":"A Free Text Message is All You Need to Switch UK Mobile Operator"},"content":{"rendered":"

Ofcom<\/a> has today introduced a new change that means switching Mobile Network Operator (2G, 3G<\/a> or 4G<\/a>) in the United Kingdom will now become as easy as simply sending a free text message, although the new system won’t be fully introduced for another 18 months (1st July 2019).<\/p>\n

At present anybody who wishes to switch to a different mobile network (EE<\/a>, Vodafone<\/a>, O2<\/a> and Three UK<\/a> etc.) has two potential avenues and the one you take depends upon whether or not you intend to keep your phone number (i.e. “port<\/em>” it with the service).<\/p>\n

The Current Switching Options<\/strong><\/span><\/p>\n

Option 1:<\/strong> A switch which includes a number port, which requires the customer to obtain a Porting Authorisation Code (PAC) from their current provider (the Losing Provider \u2018LP\u2019) and this must then be given to their new provider (the Gaining Provider ‘GP’), who initiates the transfer. Ofcom<\/a> calls this a Losing Provider Led (LPL) process or “donor led”.<\/p>\n

Option 2:<\/strong> A switch without a port that requires the customer to organise the stop and start of the old and new service themselves. Ofcom<\/a> refers to this as a Cease and Re-provide (C&R) arrangement. Essentially this is just like taking out a new service and contract for the first time.<\/p><\/blockquote>\n

However the regulator claims that around 38% of switchers (2.5 million people) say they experienced at least one major problem when switching, while seven in ten encountered at least some difficulty (e.g. difficulties with contacting their current provider (11%), cancelling their service (10%) or getting the necessary information from their current provider (9%)).<\/p>\n

In response Ofcom has designed an automatic switching process called Text-to-Switch<\/strong>, which takes a lot of the hassle out of the process by simply asking users to text a free number for their existing mobile operator. In reply your operator should then send a special code that can be given to a new operator to start the switch (i.e. there’s no need to talk with support staff). The code will then be valid for 30 days.<\/p>\n

\"ofcom<\/p>\n

The new rules also ban mobile providers from charging for notice periods running after the switch date, which the regulator hopes will put an end to people paying for old and new services at the same time (it’s claimed that this could save UK mobile customers around \u00a310m in total each year).<\/p>\n

Lindsey Fussell, Ofcom’s Consumer Group Director, said:<\/strong><\/p>\n

“Too many people are put off by the hassle of switching mobile provider. Our changes will make it quicker and easier for mobile phone users to get a better deal.<\/p>\n

Customers will control how much contact they have with their current mobile provider, preventing companies from delaying and frustrating the switching process.”<\/p><\/blockquote>\n

The new system represents a significant change and as such operators have been given plenty of time to adapt, although it’s hoped that most will introduce it before the official deadline. Otherwise we’ve summarised the full detail of how Text-to-Switch works below and you can also read Ofcom’s statement<\/a> for further information.<\/p>\n

How the Text-to-Switch Process Works (Detailed)<\/strong><\/span><\/p>\n

Step 1: Customer contacts the existing provider to request a PAC\/N-PAC code<\/strong><\/p>\n

The customer requests from their existing provider the switching code \u2013 either a PAC (\u201cPorting Authorisation Code\u201d) if he\/she wishes to port their number, or an N-PAC (\u201cNon-porting Authorisation Code\u201d) if wishing to switch without a port. Customers can request these by text, through their online account, or by speaking to their existing provider over the phone.<\/p>\n

Requests by text will be made to two different short codes – one to request the PAC, and another to request the N-PAC. Each short code will be the same across all providers.<\/p>\n

Requests for a PAC\/N-PAC relating to a single switch involving between 2 and 24 numbers may only be made via online account or by phone. Customers may however submit multiple single requests by text.<\/p>\n

There will be no charge when using these methods.<\/p>\n

Step 2: Customer receives PAC\/N-PAC and information relevant to the switch<\/strong><\/p>\n

The customer will receive the PAC\/N-PAC immediately by text if they are a residential customer, and if requested through an online account or by phone, the customer will also receive it immediately by these means as well as by text. In the case of business customers, they can request a PAC\/N-PAC by phone, and they will be given this immediately and where this is not possible, within 2 hours by text. If requested through an online account or by text, they will receive the PAC\/N-PAC within 2 days by the means requested as well as by text.<\/p>\n

The PAC\/N-PAC is valid for 30 days.<\/p>\n

Along with the PAC\/N-PAC, the text will also include Switching Information i.e. information about the direct financial costs of switching. Customers can also ask for Switching Information independently of any decision to switch by using a separate short code.<\/p>\n

Relevant Switching Information must include the following information:
\n\u2022 any applicable early termination charge;
\n\u2022 any outstanding credit balances in respect of prepaid mobile services; and
\n\u2022 a web-link directing the customer, at a minimum, to the customer\u2019s account login page.<\/p>\n

Switching Information may also contain:
\n\u2022 any information about outstanding loans or balances for a handset, where this is sold separate to the SIM \/ airtime contract;
\n\u2022 factual information from the existing provider about whether the switch would impact on any other services provided; or
\n\u2022 the contract end date.<\/p>\n

The Switching Information will be accurate as of the day it is sent to the customer, and will set out the total charge for mobile services (if any) to be paid by the customer to their current provider. Where the request to switch is for more than one mobile number, any charges payable will be aggregated across the applicable set of mobile numbers.<\/p>\n

Customers will also be able to access Switching Information by sending a text request to their current provider, via their online account, or by phone, independently of any need to switch. Providers will immediately return the details via the means by which it was requested, as well as by text. In the case of business customers, Switching Information will be returned within 2 days of request.<\/p>\n

Step 3: The customer signs up with their new provider<\/strong><\/p>\n

The customer chooses and signs up for a new service with a new provider (for example in-store, online or by phone) and gives them the PAC\/N-PAC. The new provider gives the customer a new SIM, and where applicable, a handset.<\/p>\n

Step 4: The customer\u2019s old service is cancelled, and the new service activated<\/strong><\/p>\n

Once the customer activates his\/her new SIM card on the new provider\u2019s network, the old service is automatically deactivated and (where relevant) the customer\u2019s existing mobile number is transferred to the new provider. These processes should be completed automatically within one working day of the activation of the new SIM (unless the customer indicates that they would like a delay beyond one working day).<\/p>\n

The old provider will send the customer a final bill confirming cancellation.<\/p><\/blockquote>\n

However we note that there seems to be nothing to stop your existing operator from contacting you in order to offer a cheaper deal as part of the process.<\/p>\n

UPDATE 12:26pm<\/strong><\/p>\n

The first comment has come in.<\/p>\n

A Three Spokesperson said:<\/strong><\/p>\n

“For more than a decade Three has been encouraging Ofcom to do more to ensure that consumers can easily switch mobile phone provider and get the best deal. While we are pleased that there is now a simpler process, we believe that Ofcom\u2019s decision not to prevent \u201clast ditch\u201d deals means that the UK still lags behind its European peers in terms of consumer rights.”<\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

Ofcom has today introduced a new change that means switching Mobile Network Operator (2G, 3G or 4G) in the United Kingdom will now become as easy as simply sending a free text message, although the new system won’t be fully introduced for another 18 months (1st July 2019).<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[405,60,32,36,63,96],"class_list":["post-15124","post","type-post","status-publish","format-standard","hentry","category-uk_isp_news","tag-ee","tag-mobile-broadband","tag-o2","tag-ofcom-regulation","tag-three-uk","tag-vodafone"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"\nA Free Text Message is All You Need to Switch UK Mobile Operator - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Ofcom has today introduced a new change that means switching Mobile Network Operator (2G, 3G or 4G) in the United Kingdom will now become as easy as\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2017\/12\/free-text-message-need-switch-uk-mobile-operator.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"A Free Text Message is All You Need to Switch UK Mobile Operator - 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