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Broadband switching complaints falling – Ofcom report

Ofcom has published its latest report that looks at the consumer’s experience of telecoms, internet and TV services in the UK.

Mobile, broadband and digital TV take-up by 65+ year olds and low income groups has risen significantly since 2006, but is still below average.  Affordability appears to have become less of an issue in take-up by low income groups.  Rather, more choices are based on financial management (e.g. Pay as you go phones) and individual circumstances. 

The report measured the effectiveness of Ofcoms consumer protection rules.  The most prevalent of these in the broadband market was introduced in February 2007, when it became mandatory for an ISP to provide a MAC (Migration Authorisation Code) for a customer who wants to switch to another provider.  Ofcom says the number of complaints about MACs fell by three quarters since March 2007.

Calls to BT Wholesale about tag on line (TAG) issues also fell by more than a half.  This refers to customers who were unable to switch to a new provider because their old provider left a TAG or marker on the line, meaning the connection on the phoneline was technically still with the old provider.

Also in the report, new rules to deal with silent calls lead to a fall in the number of calls to BT’s Nuisance Call Bureau.  Fixed-line mis-selling and slamming (switching providers without the consumer’s knowledge) rules have also lead to a fall in the number of cancelled orders, which Ofcom uses as a key indicator of mis-selling.

Ofcom will look into new issues bought to light by consumers and industry.  These include advertised headline broadband speeds not reflecting actual speeds delivered.  Ofcom says it will work closely with the ASA (Advertising Standards Authority) and industry to ensure consumers have clear and accurate information about speeds.  Currently, most ISPs advertise speeds as “up to” and many now check and provide an indication of download speeds potentially available.

Ofcom will review additional charges across the whole industry and the mobile provider’s voluntary code of practice on mobile mis-selling, slamming and “cash back” which Ofcom says is not delivering a sufficient reduction in complaints.