Broadband providers are still making it hard for
customers to switch provider, despiteregulator Ofcombringing in new
regulations a year ago.
They are failing to supply customers with a
migration authorisation code (MAC) in a timely fashion to
enable them to switch, according to a survey of 1,500 broadband
customers commissioned by price comparison site uSwitch.
A year ago, Ofcom introduced rules to make it easier for
consumers to move between broadband companies. These included
forcing companies to supply their customers with a MAC code within
five working days of the request by a customer.
But the uSwitch research reveals that 40% of customers are not
receiving their MAC within the compulsory five day period, and 15%
reported that the MAC failed to materialise at all.
Less than half (46%) of switchers confirmed that they received a
MAC code the first time they asked for it. A quarter had to chase
their provider for their MAC code at least once.
An estimated 260,000 consumers a month switch their broadband
provider.
Steve Weller, communications expert at uSwitch.com, said, "MAC
codes not only enable customers to move to a new broadband service
quickly and smoothly, but they ensure that bills from the old
supplier stop.
"They are so vital that some companies actually refuse to sign
new customers up if they do not have a code. Ofcom needs to address
this issue as a matter of urgency and come down hard on providers
failing to deliver a MAC code, including financial penalties."