What is One-Touch Switch?

Author: Emma Davenport

Last updated: 05 August 2024

One-Touch Switch is a regulation in development, set up to ease the broadband switching process for customers. But what exactly is it, and how will it affect you?

What is One-Touch Switch (OTS)?

One-Touch Switch, sometimes abbreviated to ‘OTS’, should make switching broadband providers much easier for all. The goal is to make the switching process completely seamless and hassle-free, with customers no longer required to contact their current provider when changing services. Initially planned to launch in April 2023, the new date for the One-Touch Switch launch is now 12 September 2024.

What happens when One-Touch Switch launches? How will it affect broadband switching?

When you click the ‘Get deal’ button on Broadband Genie and complete the checkout process to switch broadband providers, the One Touch Switch Process (OTS) should automatically trigger. This means that you won’t have to have any awkward conversations with the broadband provider you’re leaving or sit waiting on the phone (unless you’d like to try your luck at one last haggle).

All the technical aspects of the switch will be arranged between providers without you having to worry about it.

In practical terms, the only thing you’ll need to worry about will be:

• The delivery of your new Wi-Fi router
• The confirmed switch date
• Any engineer visits you may need to arrange

Who do I have to get in touch with when I switch broadband suppliers?

Until One-Touch Switch launches, if you’re switching between suppliers who both run on the Openreach network, you can make use of a slightly different scheme called the ‘One-Stop’ switching process. This involves fewer steps than the traditional method, but may require some contact with your current provider.

This means if you’re:

• moving to/from Virgin Media
• moving to/from Openreach to CityFibre providers
• moving to/from a smaller independent provider (altnet)

you’ll have to get in touch with your current provider to let them know you’re leaving and arrange the switchover timings yourself.

• Which internet service providers are on the Openreach Network?

  More than 650 broadband providers are on the Openreach network, including many big-name providers such as Sky, TalkTalk, BT, Vodafone and Plusnet. This is great news for most switches, as you’ll likely have plenty of options.

  Lists of providers on the Openreach network include:

  • Full fibre providers
  • GFast Fibre providers
  • Superfast Fibre (FTTC) providers
  • Standard broadband providers (ADSL)

  To make things a little more complicated, some providers run services on both the Openreach network and CityFibre network. If you’re signed up to a full fibre deal and suspect your service is on a CityFibre line, we recommend playing it safe and getting in touch with your existing provider to check that everything is in order.

How One-Touch Switch works: step-by-step

The new ‘One Touch’ process will make it easier to get a faster package, cheaper deal or better customer service. The switch process should take place in just one day. Here’s how it will work:

1. Compare and select a new deal on Broadband Genie and complete the checkout

2. Receive automatic switching information, including any early termination charges you need to pay from your current provider

3. Approve a consent to switch form and receive contract details from your new provider

4. Your new service will begin on the agreed date, and old services will cease.

Will I need to pay a fee to switch or cancel my broadband with One-Touch Switch or One-Stop Switch?

You may not have to speak to your provider, but don’t forget you’re still obliged to serve the minimum term of your contract. That means, if you switch broadband services earlier than your contract end date, you’ll be charged an early termination fee.

If you’re keen to get out of your current contract, it’s worth exploring switching credit offers. Some providers will reimburse early termination fees up to a fixed price. For example, Sky’s Switch Credit will refund up to £200 if you move over to one of its TV and Broadband bundle deals, or £100 for a Sky Broadband only deal.

There are providers not currently covered by the One-Stop Switch who are making efforts to make switching to them more tempting right now! 

For example, Hyperoptic’s ‘Switch Now’ offer allows you to switch while you’re still in contract with your current provider. You’ll be able to receive 9 months’ free service. This is made possible because Hyperoptic runs off its own full fibre broadband network. You’ll technically be running two broadband services at the same time. However, this cuts out the hassle of worrying about the crossover for a go-live date or early termination charges.

Unfortunately, Hyperoptic isn’t available in all areas of the UK. To find out which service providers you have access to, you can use Broadband Genie’s deals checker:

Who will I have to get in touch with when switching broadband suppliers after One-Touch Switch launches?

It won’t matter who your current provider is or who your new provider will be; you won’t need to get in touch with your existing ISP when you switch, regardless of providers being on different networks. You should be able to have faith you can carry out an order without having to manually make the switchover. This means that anyone should be able to sign up to faster, cheaper deal without worrying about any unnecessary admin. Your new provider should always be in charge of the switch.

Who will oversee the One-Touch Switch process?

The One Touch Switch Company (TOTSCo) is responsible for the OTS process. This is a not for profit company created by the Telecoms industry.

In 2021, the telecoms regulator, Ofcom decided there needed to be a simplified process for switching broadband and landline services. The initial work was led by the Office of the Telecommunications Adjudicator (“OTA2”). TOTsCo was developed and took over the process in 2022.

Why has One-Touch Switch been delayed?

Unfortunately, the launch of One-Touch Switch has hit many hiccups along the way. It’s currently had two delays, it’s previously missed a target of April 2023 and March 2024. Ofcom claimed that four big-name providers; BT, Sky, TalkTalk and Virgin Media O2 were slow to implement the new service. Each of these providers has now put their assurances in writing that they will be ready for the new September 2024 deadline.

Where can I find out about the latest One-Touch Switch developments?

Rest assured, as soon as One Touch Switch is in motion, we'll be making a song and dance about it. The process is set to making moving to a new supplier much simpler and quicker, and that can only be a good thing! Less admin and time spent on calls means that you’ll be even more in control of making sure you’re never payment more than you should for your broadband. And with Broadband Genie to help you find the best value deals, you could be effortlessly slashing your monthly bills.

In the meantime, our blog is a great place for up-to-date developments in the world of broadband.

You can also view a countdown to launch day on the TOTSCo website.