Main News Desk

firsthelpline.com calls for easier broadband switching process

~ lack of Ofcom guidance failing to protect consumers ~

August 13, 2007

Ofgem should conduct a complete overhaul of the broadband switching process, according to Aamir Baloch, head of price comparison website firsthelpline.com. The company is calling on the industry regulator to streamline the current system to help consumers wanting to change their Internet Service Provider (ISP).

Baloch claims that many users are forced to wait months for a new broadband connection when they swap providers. In some instances, he believes companies have even withheld the Migration Authorisation Code (MAC) needed to facilitate a change of ISP - unreasonably delaying the process. Unlike mobile phones or utilities, there are no guidelines as to the length of the switchover process, leaving broadband providers to decide time frames for themselves.

firsthelpline.com is calling on Ofcom to introduce new legislation, similar to that used by the energy industry, and most recently by the mobile phone industry which now allows customers to change their provider in just two days.

Executive quote

“At present, the broadband switching process is left up to the consumer,” said Baloch. “Firstly, they have to contact their existing ISP to obtain their unique MAC number, then they need to pass this onto their new supplier. It’s the sole responsibility of the customer to oversee the switch – and this is affording providers more leeway to delay the process.”

“Broadband has become a domestic utility – just like energy,” according to Baloch. “If we compare the energy switchover process with broadband, it’s clear that broadband consumers are losing out. When a customer switches energy providers their request goes into a central clearing database. It is then up to the energy suppliers to arrange the switch – not the customer, and we believe the model should be extended to include broadband.”

“Ofcom needs to apply the same logic to switching. Until then, broadband suppliers have the upper hand over consumers. The ability to switch supplier is excellent for competition and we welcome any move which makes it easier for the average Internet user,” concluded Baloch.

About the company

firsthelpline.com provides assistance via the Internet and telephone to enable customers to switch to cheaper suppliers for gas, electricity, heating insurance, broadband and home phones. Consumers can switch online or by calling firsthelpline.com’s advisors on 0800 074 0741.

Its sister site, energyhelpline.com, is the only major price comparison service to guarantee to find UK households their cheapest energy supplier. It can do this as it lists all the suppliers in the UK.

It was founded in November 2002 and has performed over 200,000 switches, with average customer savings of around £200 on gas and electricity bills. The service is completely independent, and impartial.

energyhelpline.com also has a Business Services team, which assists small to mid-sized enterprises in negotiating cheaper energy, mobile phone, landline phone and broadband contracts.