One Touch Switching: Broadband Savings Made Easy

September 1st, 2023
One Touch Switching: Broadband Savings Made Easy

Are you tired of the complicated and time-consuming process of switching your broadband provider? Do you want to save money on your monthly bills without the hassle? Look no further than One Touch Switching, the revolutionary new process introduced by Ofcom to make changing broadband providers quick, easy, and stress-free.

What is One Touch Switching?

One Touch Switching is a new initiative launched by Ofcom, the UK’s communications regulator, to simplify the process of switching broadband providers. It aims to address the common concerns and frustrations that many customers face when considering a switch, such as the hassle of contacting multiple providers and the fear of prolonged downtime or being charged for overlapping services.

Under the One Touch Switching process, residential customers can now switch their broadband provider with just one simple step – contacting their new provider. Gone are the days of having to deal with your old provider or coordinating complex cancellation procedures. With One Touch Switching, the burden is lifted, and the power is in your hands.

How Does One Touch Switching Work?

The One Touch Switching process eliminates the need for customers to contact their old provider before making the switch. Instead, customers only need to reach out to their new provider, who will take care of the entire switching process on their behalf. This streamlined approach ensures a seamless transition and minimises the risk of disruption to your broadband service.

Whether you’re switching between providers on the same network, such as BT, Sky, or TalkTalk, or moving from one network to another, like Openreach to CityFibre or Virgin Media, One Touch Switching has got you covered. The process is designed to be network-agnostic, meaning you can enjoy a consistent and hassle-free experience regardless of the providers involved.

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The Benefits of One Touch Switching

1. Save Time and Effort

One of the main advantages of One Touch Switching is the time and effort it saves you. With the traditional switching process, customers often had to spend hours on the phone, contacting multiple providers, and navigating through complex cancellation procedures. Now, all it takes is a single call or online form submission to your new provider, and they will handle the rest. No more wasted time, no more frustration – just a smooth and efficient switch.

2. Avoid Overlapping Charges

Another significant benefit of One Touch Switching is the elimination of overlapping charges. In the past, customers switching providers often had to pay for two services simultaneously, even if they could only use one. This financial burden could add up quickly and deter customers from making a switch. With One Touch Switching, providers are required to terminate your old contract upon conclusion of the switching process, ensuring you only pay for the service you actually use.

3. Minimise Disruption

Switching broadband providers can sometimes result in downtime and disruption to your internet service. However, with One Touch Switching, Ofcom has set strict guidelines to minimise any potential disruption. Providers must ensure that any loss of service during the switch does not exceed one working day, whenever technically possible. This commitment to minimising downtime ensures that you can enjoy uninterrupted internet access throughout the switching process.

4. Compensation for Service Failures

Ofcom recognises that things don’t always go according to plan, and sometimes, service failures may occur during the switching process. To protect customers, providers are required to compensate you if there are any issues that result in prolonged loss of service. This compensation provides peace of mind and reassurance that your provider is accountable for any disruptions or inconveniences you may experience during the switch.

The Role of TOTSCo in One Touch Switching

The implementation of One Touch Switching is made possible by The One Touch Switching Company (TOTSCo), a membership-owned organisation established by the industry. TOTSCo’s primary purpose is to develop and operate the systems that facilitate the One Touch Switching process.

The centerpiece of TOTSCo’s efforts is the TOTSCo Hub, a messaging platform that acts as the central hub for customer details and relevant data between service providers. While business providers are not obligated to use the TOTSCo Hub, they are still required to offer a gaining-provider-led process, ensuring a consistent experience across the industry.

The Road to One Touch Switching

The journey towards One Touch Switching began with Ofcom’s announcement in 2021, expressing their intention to introduce new rules to simplify the switching process for residential customers. Extensive research conducted by Ofcom revealed that a significant number of customers were deterred from switching due to the complexity and time-consuming nature of the process.

After a thorough consultation process with the industry, Ofcom finalised the One Touch Switching rules in September 2021. The rules not only aim to streamline the switching process but also introduce additional protections for customers. These protections include compensation for service failures, the prohibition of notice period charges beyond the switch date, and improvements in number porting.

While the original deadline for implementation was set for April 2023, concerns have been raised about the readiness of the industry to meet this deadline. Providers have cited the complexity of the process and the need for extensive testing and implementation as reasons for the potential delay. Ofcom has expressed their disappointment at the slow progress and has warned that appropriate action will be taken if the deadline is not met.

Unfortunately the deadline did come and pass and the scheme was not launched, Ofgem then launched an industry-wide enforcement programme targeting the company’s that failed to meet the deadline citing “Industry has had plenty of warning, plenty of time and plenty of support to get this done. It’s extremely disappointing and frustrating, and providers have let their customers down.

We take compliance with our rules very seriously, and have launched enforcement action to make sure companies get this up and running as quickly as possible.”

Cristina Luna-Esteban, Ofcom’s Director of Telecoms Consumer Protection


The new go live date is Thursday 14th March 2024 and is being managed by The One Touch Switching Company – TOTSCo . To ensure the new go live date is met, there has been a implementation road map which will start on 4th September 2023 where industry will be able to access the test hub for one touch switching and then from October 20th it will be available for industry trials in a production environment with any changes being made between then and the proposed go live date.

Frequently Asked Questions about One Touch Switching

Will I save money with One Touch Switching?

One Touch Switching itself does not directly impact the cost of your broadband service. However, by making the switching process more accessible and efficient, it opens up opportunities for you to explore different providers and find better deals. With increased competition and easier switching, you have a better chance of finding a package that suits your needs and potentially saves you money.

Can my broadband company still contact me if I have used One Touch Switching?

Once you have initiated the One Touch Switching process with your new provider, your old provider is prohibited from contacting you to persuade you to stay. This ensures that you have a hassle-free experience and can confidently make the switch without interference.

What happens on broadband switch day?

On the day of your broadband switch, your new provider will activate your service, and your old provider will terminate your contract. You may experience a brief period of downtime during the switch, but providers are required to minimise this to one working day, whenever technically possible. Once the switch is complete, you can enjoy your new broadband service with your chosen provider.

Will I get charged for switching broadband?

Under the One Touch Switching process, providers are not allowed to charge you for notice periods beyond the switch date. This means that you will not be charged for any overlapping services or unnecessary fees during the switching process. However, it’s essential to review the terms and conditions of your contract and discuss any potential charges with your new provider to ensure a smooth transition.


One Touch Switching is set to revolutionise the way we switch broadband providers, offering a streamlined and hassle-free experience for residential customers. With the power to switch with just one touch, you can save time, avoid overlapping charges, and enjoy a smooth transition between providers. While the industry slowly works towards implementing this game-changing process, after it being delayed once already it is highly unlikely any further delay should occur before the March 2024 go live. Get ready to save money and enjoy a hassle-free broadband switch like never before.

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