Ofcom has confirmed that its One Touch Switch system, designed to help broadband users change providers, will be delayed after ‘the industry misses the deadline’ for the new service.
The regulator is now launching an industry-wide enforcement programme to investigate the failed implementation.
Although consumers can already switch between providers on Openreach’s network, the system aims to simplify switching between different networks or technologies.
Under the new process, customers would only have to contact their new provider to switch and provide compensation if things go wrong with the process.
An Ofcom communication reads: “We have been closely monitoring the industry’s progress in implementing the changes and have been putting pressure on providers to meet their requirements by today’s deadline. Unfortunately, the new process has not been introduced on time.”
Christina Luna-Esteban (pictured), Ofcom's Director of Telecoms Consumer Protection, adds: The industry has had plenty of warning, plenty of time and plenty of support to get this done. It’s extremely disappointing and frustrating, and providers have let their customers down.
“We take compliance with our rules very seriously and have launched enforcement action to ensure companies get this up and running as quickly as possible.”
The simpler switching process was first discussed in 2019 when Ofcom said it would be making it easier to switch broadband providers as part of implementing a broad package of European consumer protection rules.
In September 2021, it published its final decision and set an extended implementation deadline of April 2023. The industry then established a company to help deliver the new process. The industry then formed The One Touch Switching Company to see this through.
Altnet FullFibre holds a mirror back up to Ofcom, stating it must take some responsibility for the failure. CSO James Warner said: “This is another example of Ofcom falling short when it comes to supporting the wider fibre sector, specifically, the altnets like FullFibre that are working extremely hard to build alternative networks and support Project Gigabit in fairly adverse conditions.
“Making switching easy for consumers will provide massive benefits to the fibre market, and they are having to wait for even longer to be able to easily adopt better broadband deals.”