Switching broadband is normally a very simple process for most people. But thanks to a new industry ruling, it’s now meant to be easier than ever before.
The new rule, which has been in place since 12 September 2024, may not affect everyone, as this process has already been in place for anyone switching to a provider on the same broadband network. But for those who want to upgrade their connection to full fibre or switch to a provider that uses a different broadband network, the process now should involve even less hassle.
Read on to learn all about One Touch Switch, and how you might be impacted by it when you next change providers.
What is One Touch Switch?
Put simply, One Touch Switch means you will only have to contact your new provider when you switch broadband.
This was already the case for many people who switch broadband each year, because you only needed to contact your new provider if they were on the same network as your old one. For example, the Openreach network hosts broadband connections for BT, Sky, TalkTalk, Vodafone and more.
But this process wasn’t the case if you wanted to switch between providers that used different networks (for example, from BT to Virgin Media, who operate separate cable networks across the country).
When the switch involves providers on different networks, the new one needs to activate your connection and your old one needs to turn theirs off. So until One Touch Switch, customers had to reach out to both providers to make this happen. However, this has finally changed.
The new One Touch Switch process is specifically aimed at switches between different networks. It ensures that the new provider handles the whole process, making it the same experience for everyone.
How does One Touch Switch work?
When you next switch broadband, you likely won’t notice much difference. The big change sits with the provider, rather than the customer. So if all works well, you’ll have roughly the same experience as before, just without the extra step of contacting your old provider.
Here’s a quick rundown of how the new process will work for you:
- 1
You select a new broadband deal, sign up with the provider and choose an activation date.
- 2
Your new provider shares your details with your old provider in order to ‘match’ you, so it knows where you live and which connection to pick up.
- 3
Your old provider will then send you some ‘end of contract information, which will detail your final contract date and any fees you might owe before leaving.
- 4
If you’re happy with the end of contract terms, you will be able to give permission to your new provider that you want to proceed with the switch.
- 5
Your new provider will then handle switching your connection over in time for your chosen activation date. You may be asked to book time with one of its engineers to install your new connection.
The rest of the switch will happen in exactly the same way as it did before. Prior to your activation date, you may be sent the Wi-Fi router to power up and plug in on the day. If an engineer installation is needed, they might bring the equipment with them on the day.
This all shows there really isn’t much change to expect with the introduction of One Touch Switch. The process is simply there to make it even easier for you to sign up to any provider, not just one that uses the same network.
Note: the 'matching' process between providers is not currently 100% successful. Some customers may encounter an error with this step. If you do, you may need to reach out to your new provider directly to continue with the switch.
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Different UK broadband networks: where One Touch Switch matters
As previously mentioned, broadband networks are often shared by multiple providers. So if you are moving to a new provider that’s on the same network you are currently on (for example, from BT to Sky, who both use Openreach), then you likely already don’t need to contact your old network provider.
The main thing One Touch Switch intends to solve is switching from one broadband network to another.
Here are the different networks that will involve the new One Touch Switch process if you switch between them:
| Broadband network | Broadband type | UK home coverage | Providers |
|---|---|---|---|
| Openreach | Part-fibre | 98% | BT, Sky, Plusnet, TalkTalk, EE broadband, Vodafone, NOW Broadband and more |
| Openreach | Full fibre | ~50% | BT, Sky, Plusnet, TalkTalk, Vodafone, Cuckoo and more |
| Virgin Media | Cable broadband | ~60% | Virgin Media |
| CityFibre | Full fibre | ~12% | Vodafone, TalkTalk, Cuckoo, Zen, Yayzi, toob and more |
| Virgin Media | Full fibre | ~5% | Virgin Media |
| Hyperoptic | Full fibre | ~4% | Hyperoptic |
| Nexfibre | Full fibre | ~4% | Virgin Media |
| Netomnia | Full fibre | ~3.5% | YouFibre |
As of 12th September 2024, switching between any of the above networks won't require cancelling with your old provider. All you need to do is contact the new provider that you are switching to, and you should receive all relevant switching communications from both providers going forward.
What does One Touch Switch mean for me?
In reality, One Touch Switch is only meant to provide a slight change in the way you switch broadband. But it’s a positive sign that switching is only getting easier and more accessible.
As full fibre broadband becomes available to more of the country, One Touch Switch will allow more people to upgrade their broadband to a faster, more reliable network. So if you’ve been sitting on the same broadband package for a while, you might be able to move over to a better connection with very little hassle.
All providers on Uswitch are signed up to One Touch Switch, and have implemented it since 12 September 2024. So you’ll benefit from this smoother process straight away.
Is One Touch Switch working?
While the One Touch Switch process won’t seem much different to anyone switching their home broadband, this has been a complicated change for providers to make. Especially when it comes to their own systems.
It was initially meant to launch in April 2023, but a series of delays set this back to September 2024. And since its launch the biggest hurdle providers have faced is the 'matching' process, where they get your existing customer details from your old provider.
This largely works very well, but a small number of customers have run into an error at this stage. If this happens to you, it's worth directly contacting the provider you are switching to so you can supply your details to a representative.
Read our guide on how to contact your broadband provider for more help on how to get in touch.
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