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One Touch Switching |
One Touch Switch is a switching regulation brought in by Ofcom, the regulator for UK communications industries. It’s designed to make changing broadband or home phone providers easy and hassle-free for the consumer. Crucially, it is about making the public aware of the options they have available and giving them back the power to make an informed choice.
According to Ofcom, open and transparent switching should motivate people to evaluate the supplier they currently have and decide if they’re right for them. This requirement would mean broadband and landline customers only need to contact their new provider when they switch, rather than needing to notify the old one too.
Below we delve into exactly what One Touch Switch is, how it can revolutionise changing broadband providers, and what that means for you.
One Touch Switch timeline
Discussions about a new and fairer way to change broadband and landline providers began in September 2019. Ofcom approached the industry to develop a switching process that would abide by new European consumer protection rules.
In late 2019, Ofcom began publicly consulting about introducing these new rules, and by February 2021, after reviewing various options, they confirmed their preferred approach would be One Touch Switch. This was announced as their final decision publicly in September 2021.
The deadline to implement these changes was set for April 2023, giving companies involved enough time to make the significant changes required. The One Touch Switching Company (TOTSCo) was then established in June 2022 to help deliver the switching process.
Unfortunately, some providers were unable to meet the implementation deadline, which pushed back the launch of One Touch Switch to 12th September 2024. However, some switching rules were still implemented in the meantime, including requiring mobile providers to give better information to customers when they want to switch. For instance, telling them about the impact the change may have on other services they have with the provider in question.
The changes also make it easier to keep their phone number when they change mobile or landline providers. The new rules state that customers can request to retain their old number for free if the request takes place within a month after they cancel their old service.
What is One Touch Switch for broadband and landline?
Ofcom’s research found that 41% of people were put off switching because it meant having to contact more than one provider. One Touch broadband switching solves this problem. With this regulation, switching broadband or landline providers is a matter of:
- Contacting your new provider
- Telling them you want to switch
- Switching
Your new provider sorts out the rest.
It encompasses all broadband users, including those using cable and full fibre. For customers, this means that even switching between different technologies is straightforward. It means One Touch Switch is available between Openreach and CityFibre providers or from Virgin Media’s cable network to Hyperoptic.
Once you have contacted your new provider, you’ll automatically receive any important switching information you need from your current provider, including any early termination charges and the final bill. You’ll then receive a new contract and be required to consent to the switch. Ideally, this switch will happen over one day and the old service will cease.
While the broadband industry struggled to keep up with the regulation outlined by Ofcom, Hyperoptic made changes to make switching more effortless for the consumer in the meantime, with the Switch Now offer. This allows you to switch to Hyperoptic while still in contract with your previous provider.
However, it also gives you up to nine months of free service while you wait for your current contract to end. You’ll still need to contact your previous provider when the contract term ends, but because you’ll already be set up with Hyperoptic, it will only require a single phone call.
Why is One Touch Switch important?
One Touch Switch is an important step in improving the customer’s broadband journey. This regulation addresses the main complaints people had surrounding changing providers. These included:
- Needing to contact both providers
- The switching process is too time-consuming
- Not wanting to listen to sales representatives attempting to persuade them to stay on
By making the process easier, customers can have more confidence when looking for better deals elsewhere, knowing that it will be easy to change if they find a good one.
To make it easier, we’ve outlined all the ways you can switch, depending on your circumstances.
- One Touch Switch: This allows you to switch providers at your current address, regardless of whether they both use the Openreach network or not. You’ll simply need to give the new provider a few details and they’ll take care of the switch on your behalf.
- One-stop switch: This lets you switch providers by contacting only the new one, provided the new and current providers use the Openreach phone network. This includes BT, EE, TalkTalk and Sky, and means your new provider will arrange the transfer for you. You just need to wait for a confirmation letter from both telling you when it will proceed.
- Switching between networks: This is the traditional route if you’re moving from, or to, a full fibre service that doesn’t currently use the Openreach network, such as Hyperoptic. Both providers must be contacted, but with Hyperoptic’s Switch Now, the process is much smoother.
- Switching a bundle: This process may be the same as one of the above two unless your bundle includes a TV service. Your new provider can explain how this will impact the switch and provide any information you need regarding cancellations of the current service.
- Early termination charges: Attempting to cancel your broadband or landline service before your minimum contract period is up can result in early termination charges. Switch Now is particularly useful in this scenario because it lets you see out your contract period, while benefiting from the new service for free, avoiding these charges completely.
It should be noted that Ofcom rules state that you can leave your current provider without any early termination charges if you haven’t received the speeds promised when you signed your contract.
One Touch broadband switching aims to make the entire switching process easier for consumers – an ethos Hyperoptic stands behind. With our competitive home broadband price plans and customer-focused switching process, you can be sure you’re getting the best deal. Avoid mid-contract price hikes, experience our hyperfast speeds while still in contract, and enjoy gold-standard customer service – switch to Hyperoptic today.
Frequently Asked Questions
What is One Touch Switch?
One Touch Switch is a new process that makes switching broadband providers easier than ever.
If you’re looking to switch broadband and/or phone services at your current address, you simply need to give a few details and the new broadband provider will take care of your switch. This will involve ordering a new broadband service and taking care of cancelling with the existing provider on your behalf and ensuring your service doesn’t end until the new service is fully up and running. So you’re never without a broadband service.
What is the easy switch process?
The easy One Touch Switch process involves consumers simply contacting their new provider to enter into a new contract. The customer will receive the relevant switching information including their new contract, potential early termination fees, and their current providers’ final bill. The new service will then begin on an agreed-upon date and the old service will cease.
How does broadband switching work?
There are multiple ways to switch broadband services, excluding one-touch switching. These include:
- One-stop switch: Switching between Openreach service providers and only needing to contact the new one.
- Switching between networks: Switching between providers using different networks or technologies requires contacting both current and new providers before a switch can occur.
- Switching a bundle: Switching that involves a bundle of broadband, landline and/or TV service. It may mean having to switch services all at once.
What is TOTSCo?
The One Touch Switching Company (TOTSCo) is a not-for-profit, membership-owned company, set up by the communications industry to develop and operate the services that make one-touch switching a reality. The company developed a messaging platform called TOTSCo Hub, available to providers. It stores and migrates customer information and other relevant data between providers during switches.
What is the One Touch Switch scheme?
One Touch Switch is an industry-wide initiative which makes switching broadband providers at your current address easier than ever. With One Touch Switch, you simply need to give your new provider a few details and they’ll take care of the rest by cancelling with your previous provider on your behalf.
The new provider will also ensure that your old service doesn’t end until your new service is up and running – so you don’t need to worry about downtime during the switch.
To switch to Hyperoptic with One Touch Switch, simply enter your postcode on our website to get started. And if for any reason you’re not able to use One Touch Switch, you can still join Hyperoptic without it.
How do I switch from one broadband provider to another?
There are different ways to switch from one broadband provider to another. Typically, you may need to organise your switch by cancelling with your existing provider as well as setting up your new service with your new provider.
While this is still an option, if you’re switching providers at your current address, you can also use One Touch Switch, which is much easier. With One Touch Switch, you simply need to give your new provider a few details and they’ll take care of the rest by cancelling with your previous provider on your behalf.
The new provider will also ensure that your old service doesn’t end until your new service is up and running – so you don’t need to worry about downtime during the switch.
To switch to Hyperoptic with One Touch Switch, simply enter your postcode on our website to get started. And if for any reason you’re not able to use One Touch Switch, you can still join Hyperoptic without it.
Do I need to tell my old broadband provider before switching?
Unless you’re using One Touch Switch, you will generally need to tell your old broadband provider that you’re switching away from them. This is so that you can organise for your old service to come to an end and potentially sort out any outstanding fees that you may owe them.
If you’re switching with One Touch Switch, however, your new provider will take care of your switch for you – this includes telling your old provider that you’re leaving them and organising for your old service to continue until your new service begins. Please note, you can only use One Touch Switch if you’re switching at your current address.
To switch to Hyperoptic with One Touch Switch, simply enter your postcode on our website to get started. And if for any reason you’re not able to use One Touch Switch, you can still join Hyperoptic without it.
