One Touch Switch: how switching broadband now works
Switching broadband used to mean working out which provider to cancel first. One Touch Switch is designed to remove much of that friction. It is especially useful now that customers may be moving between different fixed networks as well as between providers on the same network.
The short answer
For eligible residential broadband and landline switches, you normally contact the new provider and they arrange the switch. Your current provider then sends important information such as contract implications, while the providers coordinate the transfer.
Start with the new provider
Ofcom's guidance says you contact the provider you want to move to and give the details needed to identify the existing service. The new provider starts the switching process rather than asking you to coordinate two separate cancellations yourself.
Your current provider sends switching information
The existing provider should send information that helps you understand the consequences of leaving, including relevant early termination charges and the effect on other services. Read that message before the switch completes so there are no surprises around bundled products or contract commitments.
Check your minimum term
One Touch Switch makes the process easier but does not erase an existing minimum term. If you are still in contract, early termination charges may apply. If you are out of contract, switching can be a useful opportunity to compare current prices and technology.
Tell the new provider if you want to keep a landline number
If the order includes a home-phone service and keeping the number matters, say so before the switch is submitted. Do not separately cancel the old phone line while number retention is being arranged.
Compare technology as well as provider name
A switch can also change the underlying connection, for example from copper-based broadband to full fibre. That may involve an engineer appointment, a new router or an ONT installation. The address check should confirm what technology is actually available before you choose the plan.
Keep the switch confirmation until service is tested
Save the order reference, proposed switch date and any notice from the old provider. When the new service goes live, test internet access, any digital home phone and number transfer. If something is missing, having the switch references available makes support much easier.
FAQs
Next step
Find out what's available at your address, or talk to a human about your setup.
Related pages
Written by OCCTA Telecom Team. Reviewed by OCCTA Compliance and Product Team. Published ; last reviewed .
General information only. Availability, estimated speeds, installation work, features and commercial terms are confirmed for the specific address and order.