Ofcom has announced new proposals that will enable UK mobile customers to change their network provider much more quickly and easily in the future, having conducted in-depth research into the difficulties many subscribers face when changing operator.

According to Ofcoms research, around 2.5m people experienced at least one major problem while switching operator in the last 18 months, 38 per cent of the total figure who changed network during the period.

This figure includes difficulties contacting their current provider (11 per cent), cancelling their service (10 per cent) or keeping their phone number (10 per cent), while as many as one in five switchers suffered from temporarily lost service while changing network. Ofcom also found that around 5.9m mobile users have never switched, nor considered switching to a new provider in the last year, primarily due to concerns about the difficulty of the process.

Ofcom has proposed two alternative options to improve mobile switching, which it hopes would address consumer concerns and support competition between operators. Its preferred option is a simple gaining provider-led process for switching that would place responsibility for the change entirely in the hands of the new provider, with consumers only having to deal with one company.

The alternative process would involve simplifying the way customers request their PAC, the code necessary to transfer their mobile phone number, to a new network. Currently, customers have to speak to their current operator. The proposed system would mean networks had to offer the option of the PAC being delivered by text message or accessed online.

“It is unacceptable for people to be missing out on better mobile deals because they fear the hassle of switching, or are put off having had a poor experience in the past,” said Sharon White, chief executive of Ofcom. “We want mobile customers to benefit from speedier, simple switching, making it easier for them to vote with their feet and take advantage of choice in the market.”

“The major problem with a market where the operator youre trying to leave handles your switch is they have no incentive to make it easy,” said Ernest Doku, telecoms expert from uSwitch.com. “A gaining provider-led model should spell the end of the best deals being kept under the table, only appearing when you threaten to leave.

“But the process to unlock handsets needs to be simplified too, as this goes hand-in-hand with easier and faster switching. Ideally, all smartphones would be sold unlocked to support new networks.”