One Touch Switch explained: a guide to simpler broadband switching
Regulator Ofcom introduced the much-anticipated One Touch Switch rules for all standard broadband and landline providers in September 2024. It means UK broadband customers can change providers more easily, without having to contact multiple networks, assuming nothing goes wrong.
Here’s how One Touch Switch works, which providers are covered, and what this change means for you when switching broadband.
Regulator Ofcom introduced the much-anticipated One Touch Switch rules for all standard broadband and landline providers in September 2024. It means UK broadband customers can change providers more easily, without having to contact multiple networks, assuming nothing goes wrong.
Here’s how One Touch Switch works, which providers are covered, and what this change means for you when switching broadband.
60-second summary
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What is One Touch Switch?
Introduced by Ofcom, One Touch Switch is a new system that aims to make switching broadband and landline providers as smooth and hassle-free as possible.
Before One Touch Switch, broadband customers faced an often complex and time-consuming process of notifying both their existing and new providers when switching.
While those switching between providers that both used the Openreach broadband network (e.g. BT and Sky) could often do so by only contacting the new firm, if you were switching to or from a firm on a different network (e.g. BT to Virgin) you had to contact both companies.
One Touch Switch removes that obstacle, allowing users to start and complete the entire switch through their new provider.
In simple terms, it should give people more confidence when switching, hopefully empowering them to find a cheaper or more suitable broadband deal for their needs without unnecessary hassle.
However, there have been reports of some issues in the early months of the new regime, as mentioned on Virgin Media’s forums, and here on Ofcom. Plus, non-standard broadband providers (e.g. mobile broadband providers) aren’t covered.
How does One Touch Switch work?
All you have to do with One Touch Switch is reach out to your new provider. It will handle the switch on your behalf.
The new provider should:
- Notify your current provider of the change
- Arrange any required service transfer
- Manage the logistics of your switch
The process works as follows:
1. Choose your new provider
Start by picking the broadband provider and tariff that best suits your needs – see how to find a cheaper or more suitable broadband deal.
2. Request the switch
Let your new provider know that you want to join. It will then begin the One Touch Switch process.
3. Confirmation and notification
Your new provider will notify your old provider, handling any necessary changes to ensure a smooth transition.
4. Switch completed
Once the switch date is confirmed, you’ll receive 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 now support One Touch Switch, creating a standardised process for customers.
Big-name providers covered by One Touch Switch include:
Smaller regional networks covered by One Touch Switch include:
- Brsk
- Cuckoo
- Truespeed
- YouFibre
- Zzoomm
However, some specialist providers, such as mobile broadband firms or business broadband services, might operate under separate switching arrangements. It’s always worth checking specific terms and conditions with your chosen provider – including whether they offer One Touch Switch – before you decide which company to use.
What does One Touch Switch mean for me?
With One Touch Switch, changing broadband companies is easier than ever. Here’s what it means for you (when it works well):
Less hassle
Gone are the days of needing to contact both your old and new providers. One Touch Switch simplifies everything by letting your new provider take control of the process.
More freedom
Now, switching broadband providers isn’t as time-consuming or intimidating, giving you more flexibility to find better deals as they come along.
Reduced downtime
Coordinating the transfer on your behalf, One Touch Switch minimises any potential disruption to your current broadband service, so you can stay connected while setup for the new one completes.
No double charging
You won’t be paying for the old service after the new one starts.
Redress if it goes wrong
Providers must compensate people if they are left without a service for more than one working day where the process hasn't worked properly.
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.
Either way, make sure you keep an eye on any communications from your current provider regarding potential fees or final billing details. This is especially important if you’re still within a contract period that may have early termination charges.
Switch broadband through Compare the Market
If you’re considering switching broadband providers, we can make it easier for you to find the best deals based on your needs.
We let you compare broadband tariffs based on speed, cost, and other factors, so you can make an informed decision. See how to find a cheaper or more suitable broadband deal.
Frequently asked questions
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.