- The ‘One Touch Switch’ process aims to streamline the broadband switching process and make providers do more to help customers move over
- This new system was due to start next month, but one leading provider has revealed it would be ‘impossible for the industry to be ready’ for that
- Ofcom has previously expressed fears that the April 3 deadline would not be met and has given no indication that it is on track
- Price comparison service Broadband Genie has called on Ofcom to confirm when One Touch Switch will come into effect
A system designed to make it easier for broadband customers to switch suppliers seamlessly is set to miss the start date set by industry regulator Ofcom. ‘One Touch Switch’ would allow all home broadband customers to move to a new provider without needing to contact their old one.
The system would take a lot of the hassle out of switching and mean even moves between physically separate networks, like Openreach to Virgin Media, could be completed in as little as a day. It would also give broadband users greater freedom to swoop on new deals.
At present, providers using the Openreach network are unlikely to be motivated to make it easier to switch, as they already have a system in place allowing easy movement between other providers using the network.
Broadband Genie spoke to one anonymous broadband provider that commented: “The industry is delivering this via TOTSCo (The One Touch Switching Company), which is currently in the process of procuring a ‘hub’ solution on behalf of all providers. As I understand it, this has not happened yet.
“Once a solution has been procured and built which plugs into providers’ systems and facilitates One Touch Switch, providers will need to run an extensive testing and implementation period. As you can imagine, all of that will take a long time.
“You’ll no doubt be aware that the target is to deliver in April. Quite frankly, it’s impossible for the industry to be ready for that.”
Alex Tofts, broadband expert at Broadband Genie, comments: “Broadband providers had 18 months to prepare for these changes, but it seems as though there could have been a breakdown in communication about how the new processes are delivered.
“Unfortunately, some blame has to be laid at Ofcom’s door, as well as The One Touch Switching Company, which was established to help with the transition. Providers have been left in the dark and given little direction.
“While it seems to be finally taking mid-contract price rises seriously, the regulator is failing consumers by not ironing out overly complicated switching processes.
“In addition, we have been given no indication how customer data will be handled in the switching process, raising concerns about the potential risk of scams. People could also fall victim to ‘slamming’, when your service is transferred to a new phone company without you being contacted or giving consent. Consumers need to be protected from the potential for misselling during the new switching process.
“As broadband customers across the country face bill rises next month, a simplified way of switching providers would have been welcomed by those looking for an easy way to save money. The problem is many people can be put off switching as they feel the process will be complicated and risks you being temporarily disconnected or charged for two providers at the same time.
“Broadband is one of the few services that hasn’t been streamlined. Consumers can switch energy providers, mobile phone numbers and even bank accounts with far more ease.
“Ofcom has said that if the One Touch Switch deadline was missed, they may punish providers to hurry them along. This stance could be the best way of ensuring this important system isn’t held up any longer.”
