UK regulator Ofcom has announced new proposals to make it easier and quicker for mobile phone customers to change provider. It is moving to overhaul mobile switching after research found that around 2.5 million people who changed mobile provider in the last 18 months have 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. The research also shows that around 5.9 million mobile customers have never switched, nor considered switching to a new provider in the last year, because of concerns about the current process.
Ofcom is now consulting on two alternative options to make the process quicker and easier. Its preferred option is a 'gaining provider-led' process, which places responsibility for the switch, including the transfer of a customer's mobile phone number, entirely in the hands of their new provider.
Ofcom is also inviting views on an alternative option to simplify the current process. Under this proposal, customers would no longer have to speak to their existing provider for their 'PAC' code. They could instead ask to receive their PAC by text message, or online.
In addition to overhauling the mobile switching process, Ofcom has also proposed new measures to stop customers from temporarily losing service while moving from one provider to another. This would ensure a customer's old provider does not deactivate a customer's SIM card until their new provider has activated their new one.
Ofcom also intends to introduce new measures to help customers manage notice periods and avoid 'double paying'. Under the 'gaining provider led' option, new providers would be required to inform the customer about their notice period and offer them the chance to defer their switch by up to 30 days. Under the 'automated PAC' option, providers would be required to start the clock ticking on any notice period from the date that the PAC is requested.
The consultation is open until 01 June, with Ofcom then considering all evidence before publishing its final decision in the autumn.
