Problems for those wishing to switch broadband providers
September 27, 2008
According to a recent report many broadband customers that wish to switch broadband providers are experiencing real difficulties, despite action having been taken by the communications regulator Ofcom with regards to making this process easier, faster, and less disruptive. Complaints over broadband providers have soared over recent months, with an increase in complaints relating to everything from the quality of the service to billing and lack of customer service.
Many people decide to switch their broadband provider each year in order to get better service or value for money, but even Ofcom officials have admitted that there are still problems for customers wishing to do this despite the action that the regulator has taken in the past. Ofcom is to produce a report slating the various stalling tactics used by broadband providers to stop customers from switching, and it has been suggested that some broadband providers offer bonuses to staff members for stopping customers from switching.
One problem that is causing major headaches for customers is that some providers refuse to hand out the MAC (Migration Authorisation Code) that is needed in order to switch providers. Officials from Ofcom stated: ‘We acted in February to make service providers hand over Macs to consumers who wanted to switch.’ However, they did admit that there were still problems with this issue that would have to be tackled.
One broadband customer explained that her husband Brian had tried to get a MAC to try and switch providers, and stated that the whole experience was a real headache. She stated: ‘We needed the Mac, but what a kerfuffle. Brian could not get off the phone it just went on so long. The man told us we didn’t need the code.’
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