In a follow up to BroadbandChoices.co.uk findings that a third of consumers are scared of making the broadband switch, new research has reviled that concerns are justified. Nearly a half of respondents have found the switching process to be difficult according to new research from BroadbandChoices.co.uk.
BroadbandChoices.co.uk research also uncovers that energy switching is much less of a headache, with 85 per cent of respondents finding the process to be easy compared to nearly half who found switching broadband provider as difficult.
Ofgem reports that around 300,000 consumers switch energy supplier every month with ease, while Broadband switching, which takes place less often (with only 154,917 switching per month), encounters far more problems. Michael Phillips, product development director at BroadbandChoices.co.uk says, “Our research has proven that switching energy supplier is much easier, so perhaps the broadband industry has something to learn from the energy industry?”
The findings come as the Migration Authorisation Code (MAC), introduced by Ofcom to allow consumers to seamlessly switch broadband providers celebrates its first anniversary.
Phillips explains “This new research further backs up our concerns and proves there needs to be a radical shake up of the switching procedures. It’s shocking to find that half of respondents have had to wait more than a week to obtain a MAC code, with some having to wait more than one month it’s simply unacceptable. Making migrations between the multitude of ISPs faster and simpler is a must.
A robust system needs to be put in place and we would suggest that, in the future, switching procedures should be facilitated by the new (or “joining”) provider. It’s in their interest to ensure that the customer can migrate to their services as smoothly and as quickly as possible. It shouldn’t be up to the consumer to battle between the two providers in order to switch-over,” concludes Phillips.