Simplify Your Broadband Switch with One Touch Switch
Key Points:
- What Is One Touch Switch? A new process that makes switching broadband easier – approved and regulated by Ofcom.
- How It Works: Only your new provider gets involved – they handle all the details, including telling your old provider.
- Benefits for You: Fewer phone calls, quicker switches and better deals.
- Regulated by Ofcom: The system follows Ofcom’s guidelines, ensuring a safer and smoother transition.
- What It Means for the Market: More competition, faster access to full fibre, and an overall smoother experience.
- Need Help? We’ve also included a list of common questions and answers.
What Is One Touch Switch?
One Touch Switch is a new, simpler way to change your broadband service. In plain terms, it means you no longer need to cancel your current broadband contract yourself. Instead, when you sign up with a new provider, they automatically contact your old provider and manage the entire switch.
This system was introduced following a regulatory ruling by Ofcom in September 2024. Ofcom’s guidelines ensure that the switching process is handled securely and smoothly – no matter if you’re moving between providers on the same network or switching to one that uses a different network. By letting your new provider take care of the transfer, One Touch Switch saves you time, reduces confusion, and makes upgrading (especially to full fibre broadband) much easier.
How Does One Touch Switch Work?
The process is set up so it’s as simple as possible. Here’s how it works:
- Choose a Deal: Start by comparing broadband deals and pick the one that fits your needs.
- Sign Up with the New Provider: After you have chosen your deal, sign up with the new broadband provider. This is the only company you need to speak to.
- Automatic Notification: Your new provider will send your details (such as your address and current plan) to your old provider. They match this information so that your switch is in the right place.
- End-of-Contract Information: Your old provider will get in touch with information about your current plan’s end date and any fees you might owe. If everything looks good, you simply give the go-ahead.
- Switch Activation: Your new provider then completes the switch on the activation date you chose. Sometimes this means you get a new router or even an engineer visit to set up the connection.
In many cases, the whole process can be completed in just one day. However, if there is any error in matching your details, a quick call with your new provider usually sorts it out. This smoother process makes switching broadband both faster and worry-free.
Best UK Broadband Deals in June 2025
Exceptions and Special Considerations: Mobile Broadband & Bundled Services
While One Touch Switch makes most home broadband transitions smooth and straightforward, there are a few important exceptions:
- Mobile Broadband Services: If you’re using a mobile broadband service (for example, a 4G/5G router from providers like Three or O2), the One Touch Switch process does not apply automatically. These services still require you to contact your old provider directly to cancel the contract. This is because the switching process is designed specifically for fixed-line broadband services.
- Bundled Services: Many customers enjoy broadband bundled with TV, landline, or other communication services. When your broadband is part of a bundled package, the cancellation process might be more complicated. In these cases, although One Touch Switch can still simplify the broadband part of your contract, you may need to follow additional steps or contact your old provider directly for the TV or phone elements. Always double-check with your new supplier to see how the bundled deal will be handled.
One Touch Switch Implications for UK Broadband Customers
Less Stress and More Confidence -For many people, the thought of switching broadband has always been stressful. You used to have to deal with both your old and new providers, which could be confusing and time-consuming. With One Touch Switch, the new provider handles everything, which means you only have one point of contact. This change makes switching much less daunting and gives you confidence when trying out a new service.
Quick and Efficient Switching – One of the biggest improvements is the speed of the process. If everything works as it should, your new broadband deal can be activated within a single day. This fast turnaround is especially useful if you are upgrading to a faster or more reliable connection like full fibre broadband. No more waiting around or experiencing long periods without internet.
Better Deals and More Competition – By removing the hassle of having to cancel with your old provider, One Touch Switch encourages more people to change providers when they get better offers. This means providers need to work harder to convince you to stay with them. As a result, you might find better prices, higher speeds, or extra benefits when you compare providers.
Consumer Protection -With the new process, there are also added safety nets. For instance, if your switch causes more than one working day of lost service, providers are often required to offer compensation. This means you don’t have to worry about being left without internet for too long. Furthermore, your details are shared securely between providers, so your personal information is protected.
Potential Minor Issues – While most people enjoy a smooth switch, a small number of users may face mismatches or errors during the automatic process. If that happens, a quick call to your new provider usually fixes the matter. Overall, the benefits greatly outweigh these occasional hiccups.
How One Touch Switch Is Changing the Broadband Market
A Smoother Customer Experience – Before One Touch Switch, switching was a two-step process – you had to contact both your old and new providers. Now, with just one contact point, the experience is much simpler. This change is a big win for customers and makes switching nearly as easy as buying a new phone or gadget online.
Driving Better Offers – Because switching has become so easy, customers are more likely to look around for better deals. This has forced broadband companies to improve their services, lower prices, and offer more attractive packages as providers try to outdo each other in offering faster and cheaper broadband.
Helping with Full Fibre Upgrades – Many UK households are looking to upgrade to full fibre broadband for faster speeds. One Touch Switch supports this transition by making the upgrade hassle-free. As more people move to full fibre, the entire market benefits from better infrastructure and improved service quality.
Looking to the Future – One Touch Switch is likely to get even better over time. With improvements in technology and further refinements in the system, the process could become nearly instant in the future. This means even less hassle for you and continued improvements in the way broadband providers handle switching. With ongoing changes and upgrades, the future of UK broadband looks bright.
Milestone Statistics and Matching Rate Improvements (Updated)
Since its launch on 12th September 2024, the TOTSCo switching platform – a key part of One Touch Switch – has reached an impressive milestone: over 1 million completed switches have been processed. This achievement highlights not only the popularity of the system but also the growing trust among UK broadband users in a smoother, more efficient switching process.
When the platform first went live, the automatic matching process for transferring your broadband service details had a success rate of around 60%. Thanks to continual technical improvements and the use of repeat messages to correctly verify and align address data (for example, reconciling details such as “Flat A, 12 Station Road” versus “Flat 12A, Station Road”), that matching rate has now risen to 67%. This increase means fewer errors and delays during the switch – as providers can now more accurately confirm your details, ensuring that your address correctly matches between systems even if entered differently at first.
These improvements have not only reduced the number of help-desk calls but also contributed to a more seamless overall experience for consumers. The platform’s ability to process over 1 million switches is a testament to its reliability, and future enhancements – such as better integration of business switching protocols (currently being trialed with a view to a full rollout in early 2026) – promise to streamline the process even further.
By continuously refining the matching technology, One Touch Switch is setting new standards in broadband switching, making it easier and faster for households (and soon businesses) across the UK to move between providers with minimal hassle and downtime.
One Touch Switch Examples
Jane’s Switch in Manchester
Jane had been with the same broadband provider for years and was tired of slow internet speeds. After reading about One Touch Switch online and noticing some attractive offers, she decided to switch. She only had to sign up with her new provider. They automatically contacted her old provider, and soon Jane was enjoying a faster, more reliable connection. Although there was a small delay due to a data mismatch, a quick call to customer service resolved it, and Jane was impressed with the smooth process.
Mark’s Upgrade in London
Mark was also looking for a better broadband deal. When he saw the deals on comparison sites and came across One Touch Switch, he decided it was time to upgrade. He signed up with his new provider, and the entire process was handled for him. Mark noted that he did not need to worry about cancelling his old contract or contacting multiple companies – the new provider did it all. His experience shows that One Touch Switch is making life easier for many UK broadband users
How to Get the Best Deals with One Touch Switch
Here are a few simple tips to help you make the most of your switch:
- Compare Your Options: Look at different broadband deals using broadband comparison websites.
- Think About Upgrading: If you are after a faster connection, look for full fibre broadband packages. One Touch Switch works regardless of whether you are staying on the same network or switching to a new one.
- Avoid Early Exit Fees: Make sure you know when your current contract ends. It’s best to switch when your contract is due to expire to avoid any extra fees for early cancellation.
- Check Customer Service Reviews: Read reviews or ask friends about their experiences with different providers. A provider with good customer service is important, especially if you run into any issues during the switch.
- Gather Your Details: Keep your current account information ready. Although the new provider handles most of the work, having your details on hand helps speed up the process in case any verification is needed.
- Stay Informed: Follow broadband comparison websites and blogs that provide regular updates on UK broadband deals. This way, you won’t miss out on any great offers, particularly special promotions.
Additional Considerations and Future Outlook
Safe and Secure Data Handling – One Touch Switch is designed with your safety in mind. Your information is shared securely between providers under strict rules. This means that your personal data is handled carefully to protect your privacy. With clear guidelines in place, your switch is not only easy but also secure.
Expanding to Business Services – Right now, One Touch Switch is mainly for home broadband. However, there is talk of rolling out a similar process for business broadband services. Business users often have more complex needs, and making the process as seamless for them as it is for residential customers could bring many benefits in the future.
Keeping Up with Technology – As technology ever-advances, so will the way broadband is delivered. One Touch Switch is already a big improvement, and we can expect it to get even better. New methods for checking and verifying your details could make switching almost instantaneous. This means less waiting, fewer mistakes, and an overall better experience for everyone involved.
What It Means for the Market – Simplifying the switching process means more competition among providers. With fewer barriers to change, companies need to offer better deals and more reliable service to keep customers. This competition is great for consumers, leading to lower costs, faster speeds, and overall improved broadband services in the UK.
One Touch Switch Frequently Asked Questions
What is One Touch Switch?
It is a new system introduced by Ofcom that makes switching your broadband provider easier. You only deal with your new provider, who then contacts your old provider for you.
How does One Touch Switch work?
You select a new broadband deal, sign up, and your new provider takes over by notifying your old provider. The whole process is handled automatically.
Do I need to contact my old provider to switch my broadband?
No, you only need to talk to your new provider. They work directly with your old provider to get the switch done.
Are there any fees for switching?
Often there are no extra fees from using One Touch Switch. However, if you are still under contract, early exit fees could apply based on your old contract terms.
Can I switch between providers on different networks?
Yes, One Touch Switch works even when switching from one network to another (e.g. from BT to Virgin Media).
What happens if my details do not match?
Sometimes the matching process might have a small error. If that happens, your new provider will contact you to verify your details.
Will I experience downtime during my broadband switch?
The process is designed to minimise downtime. If your broadband is off for more than one working day, you may be entitled to compensation.
Does One Touch Switch work for mobile broadband?
This process mainly applies to fixed-line broadband. Mobile broadband services still require you to contact your provider directly.
What if I still have time left on my contract?
You might have to pay early exit fees if you switch before your current contract has ended. It is best to plan your switch around your contract’s expiry.
Are my personal details safe during the process?
Yes, your details are passed securely between providers, following strict regulatory guidelines.
