Ofcom revealed on Tuesday it may introduce new rules that would make it easier for U.K. consumers to port their mobile number to a new service provider.
Under the current system, customer that wish to transfer their mobile number to a new operator have to request a porting authorisation code (PAC) from their current provider.
Normally when that happens, the customer is transferred to – or is contacted by – a member of the operator’s retention team, which typically leads to a protracted and sometimes awkward discussion about why that customer wishes to churn.
In June, Ofcom opened an investigation into alleged difficulties experienced by consumers trying to exit their contract. The watchdog said it regularly receives complaints, suggesting telcos are systematically making it difficult for customers to leave.
The areas subject to investigation included lengthy call centre waiting times, problems unlocking handsets, and issues with obtaining PACs, among others.
"Consumers should be able to switch their mobile providers with minimum hassle to take advantage of the best deals on the market," said Ofcom CEO Sharon White, in a statement.
In a new consultation, Ofcom said it wants to make it easier to switch o perator. One of the options under consideration is called gaining provider-led switching, whereby the customer informs their new operator that they want to keep their number and it becomes their new operator’s responsibility to make that happen.
The telco regulator will also consider whether to simplify the process of obtaining a PAC from a customer’s current operator.
Interested parties have until 6 October to respond to the consultation.
