Huge change to broadband rules starts TODAY and it should make it easier for customers to switch
MILLIONS of broadband customers can now switch providers without the hassle, thanks to new rules introduced by the regulator.
Starting today (September 12), customers only need to contact their new provider to switch.
This makes it easier to move to a cheaper deal without your current provider trying to convince you to stay, even if you can find a better offer elsewhere.
Since 2015, people have been able to switch between phone and broadband providers on Openreach’s network – like BT and Sky – by letting their new provider handle the switch.
However, if you were switching to or from a different network, such as Virgin Media, which uses its own private network, you had to contact your existing provider to arrange the switch as well.
Ofcom‘s new “One Touch” rules, which start today, have changed this.
Now, landline and broadband customers on any network only need to contact their new provider to make the switch.
Under the new rules, customers won’t have to pay notice-period charges beyond the switch date, so they will no longer be paying for the old service after the new one starts.
Plus, providers must also compensate customers if they experience issues with the switch or are left without service for more than one working day.
However, the exact amount of compensation you’ll receive will be issued on a case-by-case basis.
The new rules bring broadband switching in line with mobile switching.
Since 2019, mobile phone customers have been able to “text to switch” without the hassle of having to call their current network.
HOW ONE TOUCH SWITCH WORKS
The new “One Touch” process is designed to make it easier to switch providers and get a faster package, a cheaper deal, or better customer service.
It will also make it quicker – just one day when this is technically possible.
There are three steps to complete the switch:
- A customer will contact their chosen new provider and give their details.
- The customer then automatically receives important information from their current provider, including any early contract termination charges they may have to pay, and how the switch may affect other services the customer has with the company.
- If the customer wants to go ahead, the new provider will then manage the switch.
The new process means that customers no longer need to notify their current provider 30 days before switching.
Instead, the operators handle all billing and activation dates in the background.
CUT YOUR TELECOM COSTS
SWITCHING contracts is one of the single best ways to save money on your mobile, broadband and TV bills.
But if you can’t switch mid-contract without facing a penalty, you’d be best to hold off until it’s up for renewal.
But don’t just switch contracts because the price is cheaper than what you’re currently paying.
Take a look at your minutes and texts, as well as your data usage, to find out which deal is best for you.
For example, if you’re a heavy internet user, it’s worth finding a deal that accommodates this so you don’t have to spend extra on bundles or add-ons each month.
In the weeks before your contract is up, use comparison sites to familiarise yourself with what deals are available.
It’s a known fact that new customers always get the best deals.
Sites like MoneySuperMarket and Uswitch all help you customise your search based on price, allowances and provider.
This should make it easier to decide whether to renew your contract or move to another provider.
However, if you don’t want to switch and are happy with the service you’re getting under your current provider – haggle for a better deal.
You can still make significant savings by renewing your contract rather than rolling on to the tariff you’re given after your deal.
If you need to speak to a company on the phone, be sure to catch them at the right time.
Make some time to negotiate with your provider in the morning.
This way, you have a better chance of being the first customer through on the phone, and the rep won’t have worked tirelessly through previous calls which may have affected their stress levels.
It pays to be polite when getting through to someone on the phone, as representatives are less inclined to help rude or aggressive customers.
Knowing what other offers are on the market can help you to make a case for yourself to your provider.
If your provider won’t haggle, you can always threaten to leave.
Companies don’t want to lose customers and may come up with a last-minute offer to keep you.
It’s also worth investigating social tariffs. These deals have been created for people who are receiving certain benefits.
SWITCH EARLY
Virgin Media and Vodafone have launched their framework for the new switching service today.
Vodafone is even offering new customers free credits to assist those stuck in costly contracts to exit early.
The network states it will cover your early termination charges from your previous broadband provider, up to a maximum of £100.
The free cash will be provided to you as an account credit.
To qualify, you must switch to one of the following Vodafone Standard or Pro home broadband plans.
This offer is only available if you purchase your plan directly from Vodafone, online, in-store or over the phone.
Purchases made through a third-party (e.g., Currys, Quidco, TopCashback) are not eligible for this offer.
Rob Winterschladen, consumer director at Vodafone UK, said: “Thanks to the launch of One Touch Switch, switching broadband providers has never been easier.
“Customers who have been discouraged from getting the best deal, by an often difficult and time-consuming process, can now do so easily.
“We hope that customers will find that switching is no longer hard work – they just need to speak to us and we will take care of the rest – meaning they get Vodafone’s reliable Full Fibre Broadband for less, without the hassle.”
MORE TELECOM CHANGES ON THE WAY
Telecom firms have faced criticism for implementing mid-contract price rises on fixed contracts that exceed inflation over the past four years.
Due to clauses in contracts, providers are allowed to impose annual increases, typically in April.
These hikes are linked to either the Consumer Price Index or Retail Price Index inflation rate, which has surged during the cost-of-living crisis.
As a result, millions of customers experienced increases of up to 8.8% this year, adding as much as £50 to their bills.
However, from January 17 2025, Ofcom will require telecom firms to display mid-contract price increases in pounds and pence.
The rules are designed to protect customers by ensuring they know exactly how much their contract will increase before they sign up.
Instead of being linked to inflation, which can fluctuate, the price rises will be clearly stated in pounds and pence.
However, some experts have slammed the rule change for “unfairly” impacting customers on cheaper contracts.
Last month, The Sun revealed that millions of mobile and broadband customers on cheaper contracts will be hit by huge bill rises under the new mechanism.