Ofcom calls for measures to stop 'slamming' by broadband providers

With hundreds of thousands of people finding their phone or broadband provider has been changed without their permission, Ofcom has proposed new measures to protect them.

The communications regulator said last year this practice, known as slamming, had affected an estimated 520,000 households. Ofcom also found problems when people changed broadband supplier, with one in five consumers losing their internet connection for about a week.

During a 12-month period, around 130,000 households had problems such as being given the wrong telephone line during the switching process or when moving house.

Now the regulator wants to introduce a process where the new provider would manage the switching process. To guard against slamming, this switch would be checked and verified by an independent third party.

Ofcom Chief Executive, Ed Richards said: "Smooth switching processes are essential to ensure that consumers can change providers with confidence. Many people think that the current systems are too difficult and unreliable which is why we have made it one of our priorities to tackle this problem.

"Ofcom has improved consumer information on broadband speeds and enhanced competition in the market but it is also essential that people are able to switch easily to exercise their choice.

"Today's proposals are designed to make the process easier, more reliable and safe from slamming. We believe that the proposals would improve consumers' experience of switching and ensure that they continue to benefit from competition."

The new proposals are now in the consultation phase, but the news has been welcomed by Consumer Focus. Adam Scorer, the statutory consumer rights body's director of policy said:

"Making switching simpler should be the goal in these types of markets, so we welcome Ofcom's plans to make switching easier in the fixed line phone and broadband sectors.

"According to Ofcom's own figures households switching broadband supplier is relatively low, often a sign of weak competition in a market. Hopefully these measures will lead higher numbers of people moving to better deals.

"We strongly support the plan to move towards gaining provider-led switching processes. When you switch to a new supplier, it should be responsible for making the process quick and simple – the company losing the business has few incentives to do this.

"When the new company handles the move it tends to bring down costs, limit disruption and encourage quick completion; all of which is good news for consumers.

"Ofcom should now also look at switching bundles such as broadband, TV and mobile as they are increasingly popular among consumers, but have switching rates even lower than broadband."