At a glance
Ofcom's One Touch Switch (OTS) is designed to aid broadband and landline switching easier.
With One Touch Switch, you shouldn’t have to contact your old provider – the new provider handles everything.
All UK home broadband providers, including BT, Virgin Media, and Sky are covered.
Benefits include easier switching and no double charging.
What is One Touch Switch?
One Touch Switch aims to make switching broadband and landline providers as smooth and hassle-free as possible. It does this by allowing users to start and complete the entire switch through their new provider.
So, you don’t have to get in touch with your provider to cancel your old service – the new provider should do it all for you.
Why was One Touch Switch introduced?
Before One Touch Switch was introduced by Ofcom in 2024, broadband customers often had to notify both their existing and new providers when switching. This could make the process complex and time-consuming.
If you switched between providers that both used the Openreach network (e.g. BT and Sky) you could often do it just by contacting the new firm. But if you were switching to or from a provider on a different network (e.g. BT to Virgin Media) you had to contact both companies.
One Touch Switch removes that obstacle, hopefully helping you find a better broadband deal without unnecessary hassle.
However, there have been reports of delays because of issues with the process. And industry feedback is that there’s still scope for improvement in the way it’s working.
How does One Touch Switch work?
All you have to do with One Touch Switch is contact your new provider. It will handle the switch on your behalf.
The new provider should:
Notify your current provider of the switch
Arrange to transfer your service
Give you a start date for your new service.
The One Touch Switch process
The process works like this:
Choose your new provider
Start by picking the broadband provider and tariff that best suits your needs – compare broadband deals with us.
Request the switch
Let your new provider know that you want to join. It will then begin the One Touch Switch process.
Confirmation and notification
Your new provider will notify your old provider, handling any necessary changes to ensure a smooth transition.
Switch completed
Once the switch date is confirmed, you’ll get an update from your new provider and the change will be finalised.
Which providers are covered by One Touch Switch?
All standard broadband and landline providers in the UK must support One Touch Switch.
Big-name providers covered by One Touch Switch include:
BT
Virgin Media
Sky
TalkTalk
Plusnet.
Smaller regional networks covered by One Touch Switch include:
Brsk
Cuckoo
Truespeed
YouFibre
Zzoomm.
Some specialist providers, such as mobile broadband firms or business broadband services, might operate under separate switching arrangements.
It’s always worth checking terms and conditions with your chosen provider – including whether they offer One Touch Switch – before you decide which company to use.
Did you know?
1.6 million people switched broadband or landline provider within the first year of One Touch Switch being launched, according to Ofcom.
Do I still need to tell my old provider that I’m switching?
In theory, no. With One Touch Switch, there’s no need for you to contact your old broadband provider directly. Your new provider becomes responsible for letting your current provider know about the switch and ensuring a smooth transition.
That said, some people have reported problems with One Touch Switch and are still having to inform their old providers.
Switch broadband through Compare the Market
If you’re thinking about switching broadband providers, we can make it easier for you to find the best deals based on your needs.
You can compare broadband tariffs based on speed, cost, and other factors, so you can make an informed decision.
FAQs
Is One Touch Switch fully working?
In a word, no. Providers pushed back their original April 2023 launch date to September 2024 due to delays with their infrastructure expansion. And even now, the transition isn’t fully complete; some broadband users may still need to switch the traditional way while providers resolve outstanding issues.
What is TOTSCo?
‘TOTSCo’ stands for 'The One Touch Switching Company’.
A not-for-profit organisation, TOTSCo was created in June 2022 to deliver switching systems for fixed broadband services. It helps develop and operate technology that makes the One Touch Switch process possible.
TOTSCo Hub, available to broadband companies, stores and migrates customer information and other relevant data during switches, ensuring a seamless transition between providers.
What do I do if there's a problem with my One Touch Switch?
If you experience any issues during the switching process, contact your new provider for assistance. They’ll explain the likely cause of disruption and work to resolve the issue.
Looking for something else?
Over the past decade, Kate has worked in various industries, including company secretarial, small business support and property investing.
Her move to financial services in 2022 not only helped her find her niche in personal finance writing, but also just how alienating finance can be. She’s now motivated by making everyday money a piece of cake for everyone, helping her readers feel informed and in control.
Kate now specialises in savings and current accounts as well as broadband, mobile and energy products.
Ele Clark is an award-winning editor who has held leadership roles at Which? and news-stand publications in London and Dubai. She’s appeared across the press and media, including BBC’s Panorama. With almost 20 years’ experience in personal finance, insurance and consumer journalism, she leads a talented team at Compare the Market, creating insightful, accessible content to help people make informed financial decisions.
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What our expert says...
“Your new provider should deal with the logistics of your switch. But always make sure you keep an eye on any communications from your current provider about potential fees or final billing details. This is especially important if you’re still within a contract period that may have early termination charges.”