Under General Conditions C7.18 – C7.27, providers must maintain a single switching process – One Touch Switch – for relevant switching customers. OTS is the only switching process for residential customers switching fixed services which is compliant with the General Conditions; it provides easy, quick, reliable switching which protect consumers and supports competition across all networks. Any providers using alternative switching processes must therefore take immediate steps to stop their use of these.
We are aware that there are some scenarios where an attempted customer switch may result in a match failure, and that one customer may experience multiple match failures, through no fault of the Gaining Provider.
In this scenario, it is our expectation that a provider should use all reasonable endeavours to carry out a switch using OTS. For example, if an online order fails to acquire a successful match, then it is our expectation that customers should be directed to alternative channels (e.g. phone support) to assist with the match. Should these still not result in a successful match, then it will not be possible to switch the customer. The only course of action – if the customer wishes to proceed – is for the customer to cease the service with their existing provider and for the new provider to provide a new service. This is commonly referred to as “cease and re-provide”. We expect providers in this scenario to clearly explain to the prospective customer that they must contact their existing provider directly to cancel their current contract.
I think I am protected as Fibrely are in breach of their license by not providing OTS. They are also trying to bill me for the notice period, something which is forbidden under OTS. Plusnet gave no indication of not being able to match.
