Released on: November 20, 2007, 7:36 am

Press Release Author: Ascent PR

Industry: Internet & Online

Press Release Summary: BroadbandChoices.co.uk calls on Ofcom to clarify the
broadband switching process


Press Release Body: [BroadbandChoices.co.uk | http://www.broadbandchoices.co.uk]
today reveals the results of an undercover customer service research project. An
alarming 46 per cent of call centre operators gave the wrong advice when asked how
to switch to and from full Local Loop Unbundling (LLU) broadband providers - which
in some cases can result in customers being charged by both their old and new
provider.

Ofcom advises customers looking to switch supplier to "contact their gaining
provider who should be able to talk consumers through the process in terms of what
they need to do to switch".

A spokeswoman for the regulator said: "Communications providers (both losing and
gaining) are well placed in terms of providing accurate and reliable information to
consumers, and it is worth pointing out that regulation includes requirements
relating to the provision of such information."

However, Michael Phillips, product director at BroadbandChoices.co.uk explains: "As
innovations in technology emerge in the broadband market, the switching process is
becoming more complicated. Ofcom now cites seven different processes and needs to
clarify the procedures regarding switching to ensure that customers receive accurate
switching advice from ISP call centres."

Issues surrounding the use of Migration Authorisation Codes (MAC) also proved
inconsistent in the research. Phillips says: "This is ironic as MAC codes were
introduced by Ofcom to ease the issues surrounding migration. Clearly we can't
rely on ISPs to inform consumers on the best process to follow when switching."

Mrs Farren, a TalkTalk customer explained her recent experience with switching,
having decided to move her broadband and telephone account from a Virgin Media ADSL
connection to TalkTalk LLU. To complete the process she obtained a MAC Code from
Virgin Media ADSL. Mrs Farren gave the code to TalkTalk and the migration went
smoothly.

However, Mrs Farren continued to receive bills from Virgin Media ADSL, who directed
the blame at TalkTalk and recommended she take it up with Ofcom. It later emerged
that her account with Virgin Media ADSL had remained active because, in line with
its standard practice, TalkTalk had not used the MAC Code - which had since expired,
leaving Virgin Media ADSL still issuing bills.

Mrs Farren said: "Ofcom has given us complete lack of clarity as to who is to blame
in this matter. While I appreciate that Ofcom cannot become embroiled in individual
cases, I find it incredible that two large ISPs cannot agree who should take
responsibility for this incident."

Phillips says: "As well as improving the information available on how to switch,
Ofcom must offer clear advice on what action consumers should take if they find
themselves in a similar situation."

"While the LLU MAC code system is being trialled for partial LLU connections where
only the broadband is provided by an unbundled line, ISP's are under no obligation
to accept the codes and many customers have been forced to foot the 'cease and
re-provide' cost of moving to a new provider, which currently stands at £58.75."

Phillips concludes: "LLU uses a different type of technology to traditional ADSL
connections and customers could face a break in their broadband service for weeks at
a time. If both their broadband and home phone have been moved to an unbundled
network they may even have to pay BT £124.99 to have their phone line reconnected."

- Ends -

Notes to editor:

What is LLU?
In Local Loop Unbundling (LLU), a provider installs their own equipment in the BT
exchange, allowing them to provide broadband direct to the end user. This hardware
means that customers can expect faster Internet speeds, and Ofcom believes that LLU
will bring more competition and innovation to the broadband market.

For more detail click on
http://www.broadbandchoices.co.uk/llu-broadband-migration-and-switching.html

TalkTalk is currently the biggest LLU provider with 55 per cent of its customers on
a fully unbundled line. Its owner, Carphone Warehouse now accounts for 43 per cent
of all unbundled UK lines.

Once they have their own equipment installed in the exchange, it is much cheaper for
providers to connect new customers, as they no longer have to lease the lines from
BT. Because of the financial benefits, the current figure of around 3.36 million LLU
connections is growing all the time.

About [BroadbandChoices.co.uk | http://www.BroadbandChoices.co.uk]
BroadbandChoices.co.uk is a broadband comparison service in the UK. Unlike other
comparison sites, BroadbandChoices.co.uk doesn't just focus on price but total
package value. Consumers can now refer to this impartial Website to access the
latest broadband advice and deals, to help them make the right choice.

What makes BroadbandChoices.co.uk different:
 Most comprehensive range of consumer guides and advice
 Emphasis on value rather than cost alone
 Variety of ways to rank products according to individual priorities
 Detailed product information
 A community of like minded people where you can read reviews or share your
thoughts
 Up-to-date information regarding key industry developments
 Access to bespoke interactive tools (speed tester & download monitor)



Web Site: http://www.broadbandchoices.co.uk

Contact Details: For further information contact:
Rachel Lear / Louise Mapp
Ascent PR
T: 0118 988 0501
E: rachel.lear@ascentpr.co.uk

Michael Phillips
BroadbandChoices.co.uk
T: 020 7700 3245
E: michael@broadbandchoices.co.uk