Why changing your broadband just got much easier – One Touch Switch

Thanks to new Ofcom legislation, broadband and landline customers can now switch network under a new ‘one touch’ process, where they only need to contact their new provider for an almost immediate switchover.

Why the need?

Way back in 2021 Ofcom research found that 41% of people were put off switching over their broadband because of the hassle of dealing with two – their existing and new – providers. And another 43% were put off because switching took too long. These consumers were choosing to bear the brunt of increasing prices rather than face the difficulty of changing over.

After multiple delays – mainly due to providers working out processes and finalising the more complicated small print – since the 2021 plan, the hassle-free switchover system was put into place this month (September 2024).

How one-touch switching works for you

The improved process means that once you have contacted your new provider they will handle the entire switching process and cancel your current internet deal for you. Ideally, this switch will happen over one day and your old service will cease.

This will apply regardless of which network you use or are switching to. All you’ll need to provide your new broadband firm with is your personal details – name, address, telephone number an bank details – and the name of your current provider.

The broadband firm you want to switch to will then do the rest, using a new platform from the The One Touch Switching Company. You can even be compensated if there are any issues with this and it takes longer.

This streamlined new sign-up process eliminates the need to give 30 days' notice to the existing provider. Not only that, but it also 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.

Is this really new?

If that all sounds familiar, it's because this easier approach does indeed already exists – but only for those who move between providers that operate on Openreach cables like BT, EE, Sky, TalkTalk, and Plusnet.

With the introduction of this One-Touch Switch process, Ofcom will insist those moving between full-fibre providers on different networks, like Virgin Media, Hyperoptic and Community Fibre, will now all enjoy the same seamless experience.