All products and promotions are independently selected by our experts. To help us provide free impartial advice, we will earn an affiliate commission if you buy something. Click here to learn more
Are you hampered by sluggish internet speeds at home?
Ditching your current broadband provider in favour of a better connection is easier than ever before, thanks to the slow roll-out of the new 'One Touch Switch' process. After multiple delays, the hassle-free switchover system started to slowly come online across the UK this month, with broadband suppliers who operate their own full-fibre networks already seeing the benefits of this industry-led initiative.
Under One Touch Switch, broadband customers will only need to contact their new supplier to initiate the change. The new broadband firm will handle all aspects of the switch, including terminating the existing contract and organising the installation date for the new broadband supplier.
If that sounds familiar, it's because this seamless behind-the-scenes experience already exists... but only for those who move between brands that operate on Openreach cables, like BT, EE, Sky, TalkTalk, and Plusnet, to name just a few.
With the introduction of 'One Touch Switch' process, Ofcom will insist those moving between full-fibre networks — like Virgin Media’s full-fibre network, which connects to roughly 16 million homes, to smaller operators like HyperOptic and Community Fibre, as well as BT-owned Openreach — enjoy the same experience.
Given that BT is already seeing record numbers flee its network for smaller full-fibre rivals, could this new system open the flood-gates?
The streamlined new sign-up process eliminates the need for you to give 30 days' notice to the existing provider. Not only that, but it removes the stress of trying to sync-up the cut-off date from the old provider to the installation date from the new broadband firm — minimising the time without an internet connection.
Unfortunately, Ofcom has been forced to delay the hassle-free switchover system until October 24 VIRGIN MEDIA O2 PRESS OFFICE Billing and activation dates will now be coordinated between the broadband operators in the background, further reducing the administrative burden. Best of all, if your new internet provider is unable to connect you on the date agreed, you’ll receive compensation. There's no need to take action, the money is sent automatically.
In the days since the roll-out, broadband providers have already reported a boost since One Touch Switch came online. Community Fibre, an independent full-fibre network that spans across London, completed its first customer installation in less than two days since the regulation went live. The customer switched from Sky, the internet supplier, sometimes referred to as an “alt-net”, confirmed to GB News.
Community Fibre CEO Graeme Oxby said: "I hope that the latest One Touch Switching rule change will continue to benefit both alternative broadband providers and consumers, now that it is easier for users of other networks to come and join us to experience the great services that Community Fibre provides."
Likewise, a spokesperson for Virgin Media confirmed to GB News that thousands of customers had already benefited from the headache-free switchover process. We were told: "Thousands of customers have already benefitted from the launch of One Touch Switch, which makes it easier than ever to switch to Virgin Media and benefit from industry-leading broadband services and Priority reward perks worth hundreds of pounds a year."
In a blog post shared earlier this month, Virgin Media Chief Commercial Officer Christian Hindennach wrote about some of the benefits of the new 'One Touch Switch' process, branding it a "game-changer".
In the blog, Mr Hindennach explains: "Switching broadband providers can often feel like a time intensive and daunting task, but the new ‘One Touch Switch’ process is set to change that, creating a smoother process for customers wishing to move to another operator.
"This process already exists within the mobile sector, and many consumers will be familiar with the ‘text to switch’ PAC code system that millions use today. With the launch of One Touch Switch, seamless and smooth switching will now be available for broadband customers too, making it easier than ever to switch provider and benefit from better offers and perks.
"Here’s why this new process is a game-changer for consumers:
Vodafone has resurrected a promotion where it will pay up to £100 towards early termination fees to tempt broadband customers to switch from other providers — even if they're still within the minimum contract term. The promotion is designed to capitalise on the new 'One Touch Switch' process, Vodafone has said,.
Despite beginning to roll-out on September 12, Ofcom has warned that the new 'One Touch Switch' process won't be fully-implemented until October 24, 2024. That's six weeks longer than expected — the latest in a string of frustrating delays. The headache-free switchover system, designed to bring parity between all broadband providers in the UK, was originally scheduled to launch in April 2023.
Renown industry blog ThinkBroadband details the process of TOTSco in a flow chart, showing how the switchover from one fibre broadband infrastructure to another is handled behind-the-scenes
When the 'One Touch Switch' process is fully operational across the UK, millions of Britons will be able to switch from broadband companies that run on Openreach infrastructure (BT, EE, TalkTalk) over to those with independent full-fibre networks (Virgin Media, Hyperoptic, Community Fibre) within 24 hours.
That's a dramatic drop from the previous target of 10 days.
For the first time, the entire switchover process will be handled by the broadband companies themselves, so you won't need to spend any time on hold with a customer service representative. If you lose internet for more than a day during the switch — you will be paid compensation too.
If that sounds familiar, it's likely because this process is already up-and-running between brands that run on BT-owned Openreach cables, which connect some 99% of homes and businesses in the UK.
If you want to move from Plusnet to Sky Broadband, there's no need to contact your current broadband firm — your new internet supplier will manage all of that for you, including organising the date for the switchover to take place, porting over your existing landline number, and much more. But ditching an Openreach-powered brand for a full-fibre alternative has always been an ardous, manual process.
Then-Prime Minister Boris Johnson tours an Openreach facility to learn about the broadband infrastructure network across the UK
GETTY IMAGES
Switching between broadband brands that run on infrastructure from Openreach, like EE, BT, Sky, Vodafone, TalkTalk, and Plusnet to name just a few, is relatively simple. There’s no need to contact your current supplier to let them know that you’re leaving, instead, all of the admin is handled by your new broadband provider when you sign up for a new contract.
The two competing brands will organise a switchover behind the scenes, so you're not left without an internet connection for more than a few hours. If things dogo awry during the switchover and you’re left without broadband for more than one working day, you'll automatically be compensated for the inconvenience.
This hassle-free switching has been commonplace for over a decade, ever since Ofcom threw its weight behind tough switchover rules back in 2013. It means you can ditch your current broadband supplier with relative ease, so you can switch to a deal with lower costs, faster speeds, or a better bundle with paid-for TV and other perks.
It removes almost all fears about switching broadband providers — being left without a connection for weeks, evenings spent on the phone to arrange a date for an engineer appointment, paying two broadband bills because the cut-off date and start of your new contract didn't line-up perfectly.
However, there was one exception: these measures only worked with brands on the Openreach network.
The One Touch Switching Company was created to bring these same rules to all broadband providers in the UK for the first time. Suppliers like Virgin Media, Hyperoptic, Community Fibre, and G.Network to name a few, all own and operate full-fibre networks distinct from Openreach.
Since these separate networks are not covered under the existing rules, switching between an Openreach-powered brand to a standalone fibre network is much more onerous.
You’ll need to contact your current supplier to arrange a date to switch off your current connection and try to organise the installation of your new provider as close to that date as possible. Unfortunately, if you’re left without internet for days – that’s on you.
Speaking about the latest delay to the hassle-free switchover system, Andrew Ferguson, Editor at industry blog thinkbroadband, told GB News: "Yet again we have delays to the One Touch Switching system and this time with just 8 days until it was supposed to be fully operational and handling all broadband migrations in the UK.
"The new six-week delay has been announced by Ofcom and is the result of lower than expected switching going on using the live One Touch Switching System. Therefore, the delay is to give networks time to build the volumes and gain confidence that the system is working. In cases where they find One Touch Switching is not working they are supposed to use the older migration systems.
"One Touch Switching was originally due to go live in April 2023 so is very overdue now, and while the creation of a messaging gateway was the cause of many of the delays, it seems that while the exchanges of information are going on it now appears more time is needed for all the different networks to be confident that everything has been integrated into their internal billing and broadband account handling.
"The vast majority of broadband migrations will be simple, but the edge cases are those that will only show up with large volumes of switches. Unfortunately, this further delay means more confusion for the public, for what should be something that makes life easier.
"If you switch broadband in the next few weeks, it is possible it will be via the OTS process, but it may also be via the old methods, so pay attention to everything your new chosen provider tells you. Some may still need you to contact your old provider to ensure that your old service is switched off."
Unsurprisingly, the extra admin currently required to switch to one of these brands puts off some customers. Four in 10 people (41%) in the UK decide against switching because of the headache of having to contact more than one provider, previous Ofcom research has shown.
A similar number (43%) were put off switching because they deemed it too time-consuming. And of those who do switch, almost a quarter (24%) who contact their current provider face unwanted attempts to persuade them to stay.
With the announcement of the September 12 launch date, we've never been closer to all broadband providers operating under the same rules. Customers looking to switch from BT to Virgin Media broadband will be able to guarantee that they're not left without an internet connection for days — with both companies working behind-the-scenes to ensure there's minimal disruption as you switch from Openreach infrastructure to Virgin Media.
But it hasn't been a smooth road to get here.
The One Touch Switching Company pushed back its launch date twice, with the system originally scheduled to launch in April 2023 before it was rescheduled to March 2024.
Speaking to GB News about the launch date announced by the One Touch Switching Company, Alex Tofts, an industry expert who works at comparison service Broadband Genie, said: "While we're encouraged to see a live date pencilled in, we must temper expectations. The industry has had almost four years to prepare for this, and we've already seen a missed deadline back in March 2023, as well as countless delays.
"With an overly complex switching process and the growing number of fantastic offerings from smaller providers, consumers need this process to come in now. Broadband is the only utility that hasn't been streamlined. Our research has found broadband switches are down across the market, meaning shoppers will be £53 million worse off compared to last year. If the One Touch Switch Company and Ofcom don't deliver this system on the new live date, they will have failed customers again.
LATEST DEVELOPMENTS
"There's no guarantee we'll still witness the One Touch Switch this year. In the meantime, broadband bill payers shouldn't be discouraged from reviewing their telecoms contract. Mid-contract price rises are coming in from next month, and it's better to switch now to lower the hit in the spring. Some providers such as Hyperoptic, YouFibre and Cuckoo have committed to not raising customers' prices mid-contract."
Openreach, which is owned and operated by BT, plans to build-out its full-fibre network to 25 million homes by December 2026 OPENREACH PRESS OFFICE When the system does kick-in, for the first time, Britons will be able to change between any broadband provider in the UK and enjoy the same switchover process.
That will include moving between different networks and technologies – for example, from a provider using the Openreach network, like EE and Plusnet, to one using CityFibre or Virgin Media infrastructure.
It should allow millions of British households suffering from higher monthly bills, slower connections, and poor customer service to make a change.
