Research from BroadbandChoices has revealed that 46% of call centre operators gave the wrong advice when asked how to switch to and from fully Local Loop Unbundled (LLU) broadband providers. In some cases this resulted in customers being charged by both their old and new provider.

A spokeswoman for Ofcom said: “Communications providers (both losing and gaining) are well placed in terms of providing accurate and reliable information to consumers, and it is worth pointing out that regulation includes requirements relating to the provision of such information.”:


Phillips has urged Ofcom to improve the information available on how to switch and offer clear advice on what action consumers should take if they find themselves in a similar situation. He continues:


Costs can rise still further where bundled phone and broadband services are switched. Unfortunately this issue has been around since Ofcom first introduced its new mandatory migration code rules at the end of last year, yet little has changed since then despite a lot of publicity surrounding it.

Ultimately unbundled broadband services are growing in popularity, due in no small part to the cheaper prices often involved. Sadly this means that the number of people experiencing problems may be set to rise again.