Statement: Making switching easier and more reliable for consumers

Phones and broadband Switching provider Consultations and statements

Published: 29 July 2016

Consultation closes: 21 October 2016

Status: Closed (statement published)

This document sets out our decision not to intervene to require changes to the process for switching landline, broadband and/or pay TV services between the Openreach, KCOM, Virgin cable and Sky satellite platforms.

On the basis of the evidence currently available, we no longer consider it proportionate and justified, overall, to pursue reform in this area.

We consider that we will be better able to further consumers’ interests by increasing our focus on helping consumers to engage with and navigate communications markets with greater confidence, and ultimately obtain the best deals to match their needs.

Alongside this document, we are publishing a Call for Inputs to inform a new project on consumer engagement. This will look at other aspects of the consumer purchase journey, outside of switching processes, where there may be barriers preventing or hindering consumers from engaging in communications markets and benefitting from the choice available.

1.1 We have been asked by a stakeholder about differences in wording used to describe our proposals in the cross-platform switching consultation document and in the Cartesian specification documents. We do not think these make it difficult for stakeholders to consider and respond to our proposals, but for the avoidance of any doubt we clarify them below.

Option 1 (EC&R)

1.2 The infographic for Option 1 (EC&R) in the consultation document, as set out in the Summary (page 5) and in Section 4 (page 41), as well as in the plain English summary (page 7), includes a reference to the cancellation of services by email and post.

1.3 These cancellation channels are currently offered by certain providers, and they may continue to do so, but we do not propose that their use would be mandatory. The mandatory cancellation channels we are consulting on are phone, IVR, webchat and online accounts.

Option 2 (GPL)

1.4 In Section 4 of our consultation document, we propose that:

“The new provider would also be required to provide the consumer, in good time, with any equipment required to use the new service(s), so that it is ready to use when the service(s) are activated”; and
“These steps would occur during a ten working day transfer period in which the consumer can change their mind and cancel the new service(s) without liability for charges.”

1.5 In its GPL Front End Process Use Cases document, Cartesian states that the “10 working day transfer period allows the consumer to cancel the switch. Should the GP wish to perform pre-install activity in this period, it is conducted at the GP’s own risk”.

1.6 Our proposal is as set out in the consultation document.

We appointed expert consultants, Cartesian Limited, to develop detailed process maps and cost estimates for a range of options to reduce difficulties and deterrents consumers say they have experienced with cross-platform switching arrangements.

Cartesian cost model (XLSX, 474.8 KB)

Cartesian cost assessment report (PDF, 1015.4 KB)

Cartesian specification - Option 1: Enhanced cease and re-provide front-end process use cases (PDF, 1.3 MB)

Cartesian specification - Option 2: Gaining provider led front-end Process use cases (PDF, 1.1 MB)

Cartesian specification - Direct inter-CP communications back-end process use case (PDF, 1.4 MB)

Cartesian specification - Openreach EMP back-end process use cases PDF Document (PDF, 1.5 MB)

In forming the provisional views set out in the consultation document, we took a number of sources into account, including bespoke qualitative and quantitative consumer research undertaken in 2015 and 2016.

2015 triple play quantitative research slide pack, BDRC (PDF, 6.0 MB)

2015 triple play quantitative data tables, BDRC (PDF, 3.9 MB)

2015 triple play quantitative data tables, BDRC (CSV, 1.3 MB)

2015 triple play quantitative research questionnaire, BDRC (PDF, 223.9 KB)

2015 triple play quantitative respondent level data, BDRC (XLSX, 2.9 MB)

2015 triple play quantitative research technical report, BDRC (PDF, 157.6 KB)

Triple play qualitative discussion guides (PDF, 209.2 KB)

Triple play qualitative research report (PDF, 797.5 KB)

2015 BDRC triple play omnibus tables (CSV, 607.0 KB)

2015 BDRC triple play omnibus questionnaire (PDF, 56.8 KB)

2015 BDRC triple play omnibus respondent level data (XLSX, 1.8 MB)

2015 BDRC triple play omnibus tables (PDF, 1.5 MB)