Ofcom sets out proposals to make mobile switching easier

Regulator says current system is 'confusing' and means many miss out on best deals.

Ofcom has outlined proposals to make switching easier for mobile phone users.

The regulator said that it was concerned the current switching process was 'confusing' and meant people missed out on the best deals.

What switching is like now

A lot of the switching process depends on whether or not you want to keep your existing mobile number.

In order to move your mobile number across, you need to contact the provider that you’re leaving to get a Porting Authorisation Code (PAC). They’ll pass this over to your new provider and get it transferred over. The time this takes varies between networks, too.

For a new number, you must speak to both providers yourself.

The regulator believes this is inefficient and time-consuming. According to Ofcom’s research, half of people switching had issues along the way. The regulator said it was concerned that some operators make switching unnecessarily difficult too.

Ofcom's proposals

So how does Ofcom think it can improve things? It has come up with two potential reforms.

Firstly, it wants to simplify the process for getting a PAC. Ideally, all the person switching would have to do is text their provider or call a phone line with automated menu options. These could either be offered by their provider or through a central porting system, with important information like early repayment charges or outstanding contract duration provided at the time.

Ofcom also mentions adopting a ‘gaining provider-led’ process, meaning that you wouldn’t have to contact your provider at all, unless you wanted to. The network you’re moving to would coordinate the switch, resulting in fewer bumps such as breaks in service and double-paying. It also wouldn’t cost as much as you wouldn’t have to contact your existing provider.   

This process could be adapted for people who don’t want to port their number.

Further research will be carried out for the rest of the year with more findings published in spring.

Ofcom is inviting mobile users to respond to an open consultation to aid its research, so get involved. The closing date for responses is 6th October 2015.

What do you think of Ofcom's proposals? How would you improve the mobile switching process?

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