Broadband providers have missed an important deadline today, April 3, and it could mean many homes continue to pay far too much for access to the web.
Switching suppliers, once your contract is over, usually means cheaper prices as most firms offer enticing deals in a bid to attract new users.
However, making the jump can be a hassle with endless phone calls between firms putting many people off making the switch.
That inconvenience - which could save as much as £162 per year - was meant to be fixed this month with UK regulator Ofcom telling Internet Service Providers (ISPs) they needed to introduce a ‘One Touch Switch’ service across all networks.
Right now, it's easy to move between firms using the Openreach platform with a simple call to your new supplier sorting everything in one go. That means those moving from Sky to BT, for example, should see a speedy switchover.
The problems come when moving to a whole new network such as Virgin Media, CityFibre or Hyperoptic as things can get very complicated.
"People can already switch between providers on Openreach’s network – such as BT, Sky and TalkTalk – by following a process where their new provider manages the switch," Ofcom explained.
"But we also wanted to make it easy for customers moving between different networks or technologies – for example, from a provider using the Openreach network to one using CityFibre’s, or from Virgin Media to Hyperoptic. Under the new process, these customers would only have to contact their new provider to switch."
The new Ofcom rules were also meant to help users get compensation should things go wrong during the changeover and they get left without a connection.
Ofcom says that it has been closely monitoring the industry’s progress in implementing the update but it has not been introduced on time despite pressure being applied to ISPs.
“Industry has had plenty of warning, plenty of time and plenty of support to get this done. It’s extremely disappointing and frustrating, and providers have let their customers down," said Cristina Luna-Esteban, Ofcom’s Director of Telecoms Consumer Protection.
“We take compliance with our rules very seriously, and have launched enforcement action to make sure companies get this up and running as quickly as possible.”
The team at Uswitch say that the missed deadline will now cost some customers £162 as they fail to move provider due to all of the current red tape.
According to the comparison sites' data, top reasons broadband customers are put off switching providers include a fear of being cut off, confrontational sales calls and concerns about being charged twice. These are all things that will be eradicated once the ‘One Touch Switch’ is enforced.
Uswitch is now calling on Ofcom to set a new deadline to make sure the rollout goes ahead as soon as possible.
Speaking about the need to get the scheme up and running as soon as possible, Ernest Doku, telecoms expert at Uswitch.com, said: “With inflation-linked price hikes hitting millions of people this month, the delay to One Touch Switch is a missed opportunity for Ofcom to boost broadband customers’ confidence and help them get a good deal.
“Almost half of broadband customers want to switch right now, but many will miss out due to unfounded concerns and a lack of clarity about the switching process.
“All of these concerns would have been addressed if One Touch Switch had launched as scheduled."
