New benchmark on procedures for switching internet access services 08 May 23 Teresa Felix

Cullen International’s new research shows that many national regulatory authorities in Europe are still establishing the details of new processes for switching internet access services.

This is despite the fact that most of the 14 European countries studied have transposed the new provisions on switching set out in article 106 of the European Electronic Communications Code (EECC).

The Code’s new requirements aim to facilitate switching between providers of internet access services. Before and during the switching process, end users shall receive transparent, accurate and timely information. Providers of internet access services must ensure continuity of service and, where technically feasible, allow switching on the date and within the timeframe requested by end users. Users of prepaid services can request a refund of any remaining credit.

Regulators in six of the studied countries implemented detailed rules on the information that must be provided to end users before and during the switching process.

Seven countries already have in place procedures to address technical unfeasibility and to ensure continuity of service.

Only in two countries is it not mandatory to refund prepaid services credit at the end user’s request.

For more information and access to the benchmark, please click on “Access the full content” - or on “Request Access”, in case you are not subscribed to our European Consumer Protection (in Telecoms) service.


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