Insights Ofcom introduces new “One Touch Switch” process to make it easier for broadband and landline customers to change provider


The change means all home broadband users, including cable and full fibre customers, will only have to contact their new company to switch, with no need to speak to their current provider before making the move.

People can already switch between providers on Openreach’s copper network, such as BT, Sky and TalkTalk by following a process where their new provider manages the switch.

Customers switching between different networks or technologies, for example, from a provider using the Openreach network to one using CityFibre’s, or from Virgin Media to Hyperoptic, will now also be covered by the simpler process. Currently, these customers need to contact both their existing and new provider to co-ordinate the switch, which includes trying to bridge the gap between the old service ending and the new one starting. To read Ofcom’s news release in full and for further information on how the new process will work, click here.