To gain an understanding of the issues (good and bad), OFCOM have opened up a public consultation, which is available here: http://consumers.ofcom.org.uk/news/ofcom-outines-mobile-switching-plans/
I would seriously encourage everyone to complete the survey. You will need to do a bit of typing, as there are no multiple choice questions, but your responses will help to make moving your number from network to network much easier in the future.
OFCOM already achieved this with broadband providers: Remember when you had to call them to try to obtain a MAC [code]? Well, that is no more - as I discovered recently when I decided to ditch my lengthy and massively overpriced Plusnet contract.
All I did was call Plusnet and ask them to cancel my contract, then choose a new phone line/broadband supplier and left the rest of it up to them.
Everything was automated and all should be up and running soon. I hope.
The last time that I tried to obtain a PAC, was with Mobile by Sainsbury's and it was a horrible process: I was asked for the last date that I topped up my PAYG account and by how much. For some people, this would be easy to answer, but I'd last topped up this number several months ago.
I was then asked to provide three numbers which I'd called most recently, but not within the last 24 hours, as it doesn't show up on their system.
As I failed to provide this, they said that the only way that they would give me a PAC code was if I removed the SIM from my phone and wrote down the number printed in teeny tiny text on the SIM. They would then phone me back and take this number down to verify ownership of the SIM (which isn't secure at all - If I'd stolen the phone/SIM, I'd be able to port to another network, if I wanted to).
Mobile by Sainsbury's also cocked up when I ported a number in to them - They "lost" all of my existing credit and left me without a signal for over two days whilst they sorted things out, and getting an apology out of them was impossible.
But, the number porting process isn't all bad.
Giffgaff have an online PAC request process that works very efficiently, with no questions asked.
Three are notorious for keeping you on the line for ages, but I have haggled some really good deals from them, and it doesn't cost anything to call them from your Three number, so I don't know why people complain so much about them.
This brings me on to a very important point: If the PAC request process is made quick, simple and easy, where is the opportunity to go through a networks' retentions team?
Most people don't want the Spanish Inquisition to ask why they want to switch networks, but the opportunity to barter, bargain and haggle is an important part of the switching process too.
OFCOM should be made aware of this, as there is a fine balance between good customer service and faceless greed.
If networks didn't have to try to retain customers, an escalating price war could ensue, with ever increasing mobile contract prices. But, we the customers don't want to have to put up with a barrage of poor customer service and aggressive sales pitches if we simply want to leave our current network.
Personally, I think that Three have got the right idea: It's a simple enough phone call that can last 30 minutes, but you'll either hang up having obtained your PAC, or you'll have haggled a decent contract for yourself.
The networks aren't obliged to give you what you want, of course. I have requested PAC codes from Three several times and they have just "let me go" - It all depends upon how many retentions they are allowed to lose in any particular month.
OFCOM's investigation into this process will lead to some interesting conclusions and solutions.
I wouldn't like to see the retentions process terminated altogether, but it should be a hell of a lot easier and consistent across all of the networks.
