UK Telecoms regulator, Ofcom said that the UK's 47 million mobile customers would be able to change provider more quickly and easily, under its new consultation announced recently. Ofcom plans to overhaul mobile switching, having conducted in-depth research into the difficulties customers face when changing provider.
According to Ofcom, around 2.5 million people who changed mobile provider in the last 18 months said they experienced at least one major problem during the process (38%). This included difficulties contacting their current provider (11%), cancelling their service (10%), or keeping their phone number (10%), while one in five mobile switchers (20%) temporarily lost service. Approximately 5.9 million mobile users have never switched nor considered switching to a new provider in the last year because of concerns about the current process.
Ofcom has outlined two alternative options(refer to the diagrams below) to make mobile switching quicker and simpler to address consumer harm, and support competition in the market. Ofcom is also seeking views on an alternative option to simplify the current process, making it quicker and easier for customers to take their mobile number with them when switching.
Alternative option - automated PAC request
Sharon White, CEO, Ofcom
It is unacceptable for people to be missing out on better mobile deals because they fear the hassle of switching, or are put off having had a poor experience in the past. "We want mobile customers to benefit from speedier, simpler switching, making it easier for them to vote with their feet and take advantage of choice in the market.
