Over the weekend, there was a knock on our door.

A friendly lady offered us a great deal on broadband.

The timing was perfect, so we signed up.

We were told the new provider would handle everything—no need to contact our current one.

Too easy, we thought.

Except, it wasn’t.

Unlike power companies, telcos don’t always make switching simple.

We found ourselves juggling providers and sorting out the details ourselves.

And it turns out, we’re not alone.

The Commerce Commission has just released a report urging telecommunications companies to make switching easier.

Their research shows the process isn’t working as smoothly as it should.

• 45% of broadband switchers had at least one issue
• 27% found switching so frustrating they wouldn’t do it again
• 29% of people haven’t switched because it feels like too much effort

Telecommunications Commissioner Tristan Gilbertson says the lack of a clear process between old and new providers is a major problem.

"It’s leading to delays, double billing, and unexpected charges," he explains.

For us Coasties, that might explain why so many households have stuck with the same provider for years—43% of broadband customers haven’t changed in over five years.

But there’s good news.

The industry is working with the Commerce Commission to create clearer rules for switching, and they’re looking for feedback.

Submissions are open until 17 April 2025.

So, if you’re thinking about switching, it’s definitely worth shopping around for a better deal.

Just be ready to keep an eye on things—switching isn’t always as hands-off as it should be (yet!).

And if you’ve had a tricky time changing providers, you can let the Commerce Commission know.

Your feedback could help make things easier for everyone.

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