Mobile network customer to be able to switch providers by text under new Ofcom rules

Ofcom also said providers will be banned from charging customers for notice periods running beyond a switch date

Ofcom found that around two in five mobile switchers say that they experience at least one major problem when switching provider (Getty)

Mobile customer will in future be able to switch providers by sending a free text message under new rules introduced by the communications regulator.

Ofcom on Tuesday said that under the new regulation, which will come into effect in 18 months’ time, customers will be able to send a text message to a free number requesting a switching code.

They will then receive this code, which is valid for a period of 30 days, along with any important account details – like outstanding charges. The code can then be sent to a new provider when the customer is ready to switch.

Ofcom said that the service will be switched within one working day and providers will be banned from charging customers for notice periods running beyond a switch date – a step that is expected to save mobile customers around £10m every year.

Providers must comply with the new regulation following an implementation period, by no later than 1 July 2019.

“Too many people are put off by the hassle of switching mobile provider,” said Lindsey Fussell, Ofcom’s consumer group director. “Our changes will make it quicker and easier for mobile phone users to get a better deal,” she added.

She said that “customers will control how much contact they have with their current mobile provider, preventing companies from delaying and frustrating the switching process”.

Ofcom found that around two in five mobile switchers – or around 2.5 million people – say that they experience at least one major problem when switching provider, and seven in ten claim to have encountered at least some difficulty when switching.

It also found that one of the biggest hurdles in changing provider is having to speak to your current provider, and facing unwanted attempts at persuading you to stay.

The Government’s digital minister Matt Hancock welcomed Ofcom’s move.

“This is great news for consumers as it means the days of lengthy and complicated processes for switching mobile providers are over,” he said. “Companies will no longer be able to try to stop you switching and there will be no more unfair charging for notice periods,” he added.

"We strengthened Ofcom's power to set these new rules and I'm pleased they're now being put into action to make it easier for consumers to get the best deal."