Switching broadband provider used to mean contacting both your old and new provider, coordinating dates, and hoping you didn’t end up without internet for days. That all changed in September 2024 when Ofcom introduced One Touch Switch, a system designed to make the whole process simpler and faster.
Since launching, more than 1.6 million customers have switched broadband or landline provider using One Touch Switch, showing just how much easier the new process has made things.
Under the new rules, you only need to deal with your new provider. They take care of everything, including notifying your current provider and arranging the transfer. Most switches are now completed within two weeks with minimal downtime, and you’re protected by automatic compensation if things go wrong.
This guide explains exactly how One Touch Switch works, which providers are covered, what to expect during the process, and what to do if something doesn’t go to plan.
What is One Touch Switch and How Does It Work?
One Touch Switch (OTS) is a system introduced by Ofcom in September 2024 that makes switching broadband provider much simpler. Instead of contacting both your old and new provider separately, you now only deal with your new provider—they handle everything else.
Before OTS, switching was particularly messy if you were moving between different networks (like BT to Virgin Media). You’d have to coordinate cancellation with one provider while setting up service with another, often ending up without internet for days. One Touch Switch fixes this by making your new provider responsible for the entire process, regardless of which networks are involved.
How the One Touch Switch Process Works
Step 1: Sign up with your new provider Choose a deal and provide basic details: your name, address, and current provider. You don’t contact your old provider at all.
Step 2: Automatic information exchange Your new provider sends a switching request through the TOTSCo Hub system, which notifies your current provider. Your old provider responds with your account details and any early termination charges you’ll face.
Step 3: Review and consent You’ll receive information about exit fees and your final bill. If you’re happy to proceed, give your consent. If not, cancel without obligation.
Step 4: Switch coordination Your new provider coordinates with your old provider to arrange the switch date and any engineer visits needed.
Step 5: Switch happens On the agreed date, your old service ends and your new service begins. You shouldn’t be without broadband for more than one working day. If you are, you’re entitled to automatic compensation of £6.24 per day.
Step 6: Final bill and equipment return Your old provider sends a final bill. Return any loaned equipment to avoid additional charges.
Throughout this process, you’re only dealing with your new provider. They manage everything, handle any issues, and keep you updated.
Which Providers Support One Touch Switch?
All standard broadband and landline providers in the UK must now support One Touch Switch. This includes the big national providers and smaller regional networks.
Major providers covered by One Touch Switch
Openreach network providers
The Openreach network covers around 98% of UK premises and is used by most major providers, so if you’re switching between any of these companies, One Touch Switch applies.
Virgin Media
Virgin Media runs its own cable network covering around 60% of UK premises. Switches to or from Virgin Media are now covered by One Touch Switch, whereas previously you had to contact them separately.
CityFibre network providers
CityFibre is rolling out full-fibre across many UK towns and cities. Providers using the CityFibre network include:
- Vodafone
- TalkTalk
- Zen Internet
- Cuckoo
- Yayzi
- 4th Utility
Independent full-fibre networks
Smaller regional networks are also covered by One Touch Switch
What this means for you
Whether you’re switching from BT to Sky (both on Openreach), BT to Virgin Media (cross-network), or Sky to Hyperoptic (Openreach to independent network), the One Touch Switch process applies. You only contact your new provider regardless of which networks are involved.
What is TOTSCo?
TOTSCo (The One Touch Switching Company) runs the technical systems behind One Touch Switch. It operates the TOTSCo Hub, a central platform that handles information exchange between your old and new providers during a switch.
Before OTS, every provider had different processes and systems, making cross-network switching chaotic. TOTSCo created one central hub that all providers connect to, so they can communicate smoothly regardless of which network they use.
You won’t interact with TOTSCo directly. Everything happens in the background while you deal with your new provider. However, if there’s a serious problem with a switch, Ofcom can step in, and TOTSCo’s systems provide evidence of what went wrong and when.
Timeline Expectations
Most broadband switches are completed within two weeks of sign-up, though the exact timing depends on a few factors.
Typical timeline
Once you sign up, your new provider sends a switching request, and your old provider responds with your account details. This usually happens within a day or two. After you review the information and give consent, your new provider coordinates with your old provider to arrange the switch date. The actual switch then happens on the agreed date, and you shouldn’t be without service for more than one working day.
What affects timing
Same-network switches are often quicker. If you’re moving between providers on the same network (like BT to Sky, both on Openreach) and keeping the same connection type, the switch can happen within a week.
Cross-network switches typically take longer. Moving between different infrastructures, like Virgin Media to Openreach, or Openreach to an independent network like Hyperoptic, usually requires an engineer visit to install different equipment, which means scheduling around availability.
The time of year can also matter. Switching gets busier when lots of contracts end (particularly after January price rises) or during summer when people move house, which can mean longer waits for engineer appointments.
Delays and compensation
If your new service doesn’t start on the agreed date, you’re entitled to automatic compensation of £6.24 per day until it does. This should appear as a credit on your bill within 30 days of the issue being resolved.
Similarly, if an engineer appointment is missed, you receive £31.19 automatically. If problems aren’t resolved or compensation doesn’t appear on your bill, follow your provider’s complaints process. After eight weeks or if you receive a deadlock letter, you can escalate to Alternative Dispute Resolution through CISAS or the Communications Ombudsman.
For more on your compensation rights, see our guide to your rights when switching broadband.
When One Touch Switch Doesn’t Apply
While One Touch Switch covers most broadband switches, there are a few situations where it doesn’t apply.
Mobile broadband
One Touch Switch only works for fixed-line broadband services, those that come into your home through a cable or phone line. If you’re using mobile broadband (a portable router that connects via 4G or 5G), OTS doesn’t apply.
For mobile broadband, you’ll need to contact your current provider separately to cancel your service. Your new provider can’t handle this for you. The same process applies if you’re switching between mobile broadband providers. Each switch is handled independently.
Business broadband services
One Touch Switch is designed for residential customers. If you have a business broadband contract, different rules may apply depending on your provider and service level. Some business services operate under separate switching arrangements, so check with your provider about their specific process.
Contracts signed before 12 September 2024
If you signed up with your current provider before One Touch Switch launched, the process should still work in most cases. However, some older contracts may have different terms around notice periods or switching procedures. Your new provider will be able to confirm whether OTS applies to your specific situation when you sign up.
Bundled services
One Touch Switch covers broadband and landline phone services. However, if you have TV or mobile services bundled with your broadband, these may need separate handling.
Some providers will automatically cancel your TV service when you switch broadband. Others require you to contact them separately. When you sign up with your new provider, they should explain what happens to any other services in your bundle. You can also check our guide to switching broadband bundles for more details.
What to do if OTS doesn’t apply
If you’re in one of these situations, you’ll need to follow the traditional switching process:
- Contact your current provider to give notice (check your contract for the required notice period)
- Sign up with your new provider
- Coordinate the end date with your old provider and the start date with your new provider
- Try to minimise any gap in service
Common Problems & Solutions
While One Touch Switch is designed to make switching straightforward, things can occasionally go wrong. Here’s what to do if you encounter problems.
Problem: The switch is taking longer than expected
If your switch hasn’t completed within the agreed timeframe, or it’s been weeks without progress, this needs addressing.
Solution: Contact your new provider first. They’re responsible for managing the switch. Ask for an update on what’s causing the delay and when it will be resolved. If the delay means your service hasn’t started on the agreed date, you’re entitled to automatic compensation of £6.24 per day. If your new provider can’t give you a clear answer, you can also contact Ofcom to report the issue.
Problem: You’re being charged by both providers
Occasionally, customers find themselves paying for both old and new services during the switch period.
Solution: Check your switch date carefully. You may legitimately owe your old provider for service up until the switch date, plus any exit fees if you left mid-contract. However, you shouldn’t be paying for broadband service from both providers for the same period. If this happens, contact both providers to clarify what you’re being charged for. Keep records of all bills and payment dates. Our exit fees guide can help you understand what charges are legitimate.
Problem: Your speeds are slower with the new provider
If your new broadband is noticeably slower than promised, this needs addressing quickly.
Solution: Test your speeds using a wired connection (not Wi-Fi) to get an accurate reading. Compare this against the minimum guaranteed speed your provider gave you when you signed up. If your speeds are below this minimum and your provider can’t fix it within 30 days, you can leave without paying exit fees. See our switching rights guide for full details on speed guarantees.
Problem: You’ve changed your mind after giving consent
If you decide you don’t want to switch after all, you may be able to cancel.
Solution: Contact your new provider as soon as possible. If you’re within the 14-day cooling-off period from when you signed up, you can cancel without penalty. If you’re outside this window but the switch hasn’t happened yet, cancellation terms depend on your new provider’s policy. You may face charges. Act quickly! Once the switch completes, cancelling means switching back, potentially with exit fees involved.
OTS vs. Old Process: What Changed?
Before One Touch Switch, switching broadband meant contacting both your old and new providers, coordinating cancellation and installation dates yourself, and hoping you didn’t end up without internet for days. Cross-network switches, like moving from BT to Virgin Media, were particularly complicated, often requiring 30 days’ notice and separate arrangements with each provider. Many people avoided switching altogether because of the hassle.
Now, you only contact your new provider. They notify your old provider, coordinate the timing, and ensure you’re not left without service for more than one working day. You also see any exit fees upfront before you commit, making it easier to decide if switching is worthwhile. If delays happen or engineers miss appointments, you get automatic compensation without having to chase it.
Since One Touch Switch launched, more than 1.6 million customers have switched providers using the new system, evidence that the simpler process is encouraging more people to move when they’re unhappy or can find better deals.
One Touch Switch Frequently Asked Questions
Is One Touch Switch free to use?
Yes, the switching process itself is free. Your new provider handles all the coordination at no extra charge to you. However, if you’re still within your minimum contract term with your old provider, you’ll still face early termination fees. These aren’t part of the switching process. There are penalties for leaving your contract early. Use our exit fee calculator to see what you’d pay.
Can I choose when my switch happens?
Usually, yes. When you give consent to proceed with the switch, your new provider will typically offer you a range of possible dates. You can pick the one that suits you best. However, the available dates depend on factors like engineer availability and how quickly the coordination between providers can happen. You won’t have unlimited flexibility, but you should get some choice.
What happens if I have a static IP address?
If your current broadband package includes a static IP address (common for people who run servers or need remote access to home systems), this won’t automatically transfer to your new provider. Static IPs are specific to each provider. You’ll need to request a static IP from your new provider separately, which may cost extra, and you’ll need to reconfigure any systems that rely on the old IP address.
Do I need to be home during the switch?
It depends. If your switch requires an engineer visit, for example, to install new equipment for full-fibre broadband, then yes, someone over 18 needs to be home to let the engineer in. If you’re receiving a self-install kit and the switch is happening remotely, you don’t need to be present. Your new provider will tell you during sign-up whether an engineer visit is needed.
Can I switch if I’m in a dispute with my current provider?
Yes, you can still switch even if you have an ongoing complaint or dispute with your current provider. However, any outstanding issues, such as disputed charges, won’t disappear when you switch. You’ll still need to resolve these separately. Switching might actually be useful if your dispute is about poor service, as leaving can be part of the resolution. See our rights guide for more on handling complaints.
What if my new provider goes bust before the switch completes?
This is rare, but if your new provider ceases trading before your switch happens, the process will be cancelled. You’ll remain with your current provider and won’t face any charges from the failed switch. If you’d already paid any setup fees to the new provider, you’d need to claim these back through the administrator handling their closure.
Does it matter which network I’m switching between?
No. One Touch Switch works the same whether you’re switching within the same network (like BT to Sky, both on Openreach) or between different networks (like Virgin Media to Hyperoptic). Your new provider handles everything regardless of the infrastructure involved. However, cross-network switches sometimes need an engineer visit to install different equipment, which may add a few days to your timeline. Your new provider will tell you if this applies during sign-up.
Related Guides
For more detailed information on specific aspects of switching broadband and managing bundles, see our comprehensive guides:
- How to Switch Broadband Provider UK – Complete step-by-step switching process
- Switching Broadband When Moving House – Provider notice periods and installation timelines
- Understanding Broadband Exit Fees & Early Termination Charges – Calculate costs and learn negotiation strategies
- Your Rights When Switching Broadband – Consumer protections, compensation, and speed guarantees
- Social Tariff Broadband UK – Eligibility criteria and how to apply
- Switching Broadband Bundles Guide: TV, Phone & Mobile – Bundle-specific switching rules
- How to Save Money on Broadband, Phone and TV Bills – Money-saving tips on switching and negotiation tactics
Use our tools
- Broadband Speed Test – Test your broadband speed in seconds
- Broadband Early Termination Fee Calculator – Work out what you’d pay to leave early
- Broadband Comparison – Compare standalone broadband deals with our postcode checker tool
- Broadband and TV Bundles – Find bundle packages at your address
- Broadband and Home Phone Packages – Compare broadband and phone combinations
