Press release:

uSwitch comments on Ofcom’s decision not to improve switching for cross platform and triple play services

Commenting on Ofcom’s decision not to improve the switching process for bundled telecoms services Richard Neudegg, Head of Regulation at uSwitch.com, says:

“Ofcom’s decision not to sort out cross-platform and triple play switching is a massive blow to a sizeable proportion of consumers. After all, over half (55%) of Brits now have a ‘bundled’ telecoms package.*

“When Ofcom consulted on the issue last year, it found that nearly eight in ten (79%) of those switching had encountered a difficulty.**

“Ofcom dropping cross platform switching improvements is hot on the heels of also watering down mobile switching proposals. The communications sector is now firmly falling behind what consumers have come to expect when they move to a better deal in other sectors. The big fear, as we see a push towards more bundling, is that the door will be opened for even more consumers to feel unfairly locked in.

“Making sure you don’t have to deal with the provider you’re leaving would have helped to address the concerns of consumers who feel paralysed by the perceived hassle and complexity of the switching process. While switching broadband is easier than many think when moving between providers on the Openreach network, leaving gaps in the process makes it far harder to get that message out.

“While Ofcom’s separate call for inputs on improving consumer engagement is definitely welcome, customers who’ve felt frustrated by process complications, such as being stuck on the phone to their old provider would be forgiven for feeling disappointed today.

“Still, consumers should not be put off. Switching can deliver better suited and improved services – and with savings of up to £184 a year***, it pays to shop around.”

Find out how you could save over £1,000 a year with uSwitch here.

 

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Notes to editors

Sources:

* uSwitch research, March 2017

** Ofcom, September 2016 https://www.ofcom.org.uk/__data/assets/pdf_file/0030/58845/making-switching-easier.pdf

*** https://www.uswitch.com/faqs/savings-messages/

About us

Launched in September 2000, uSwitch is an online and telephone price comparison and switching service, helping consumers get a better deal on gas, electricity, broadband, TV services, mobiles and personal finance products including mortgages, credit cards, car and home insurance. Last year we saved UK consumers over £278 million on their energy bills alone.

Customers can sign up to an account that automatically monitors the energy market and notifies them when they can move to a cheaper tariff, while broadband customers can conduct a speed test to find out how fast their broadband is and identify the best deal for their postcode.

The multi award-winning 'Switching Made Simple' app allows customers to compare energy, broadband, credit card, mobile and SIM-only deals – and uSwitch also has a UK contact centre manned by energy and broadband experts. Customers can post their latest energy bills to FREEPOST USWITCH to receive a free call back and be guided through the comparison process, or they can email customerservices@uswitch.com with their postcode and usage details.

uSwitch is owned by ZPG Plc (LSE:ZPG), which operates some of the UK’s most trusted digital brands that help empower smarter property and household decisions including Zoopla, Money, PrimeLocation and SmartNewHomes. uSwitch is the proud sponsor of Britain’s Got Talent 2018.

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