Your cookie preferences

We use cookies and similar technologies. You can use the settings below to accept all cookies (which we recommend to give you the best experience) or to enable specific categories of cookies as explained below. Find out more by reading our Cookie Policy.

Select cookie preferences

Skip to main content

One Touch Switch explained: easier broadband switching than ever

Switching broadband just got even simpler. Here’s what the new process means for you next time you change broadband providers.
Max Beckett author headshot
Written by Max Beckett, Broadband Expert
Updated on 12 September 2024
Share
one touch switch broadband image with couple using laptop

Switching broadband is normally a very simple process for most people. But thanks to a new industry ruling, it’s now meant to be even simpler.

The new rule, which has been implemented since 12 September 2024, may not affect everyone, as it’s only meant to help customers who are switching between certain providers. 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 than before.

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 now only have to contact your new provider when you switch broadband.

This is already the case for many people who switch each year, because you only have to contact one provider if your new one is on the same network as your old one. For example, Openreach hosts broadband services for BT, Sky, TalkTalk, Vodafone and more.

But this wasn’t the case if you wanted to switch between providers that used different networks (for example, BT and 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 is finally set to change. The new One Touch Switch process is specifically aimed at switches that take place 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, 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.

Find broadband deals

Browse a wide range of broadband deals available at your address with Uswitch.

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 networkBroadband typeUK home coverageProviders
OpenreachPart-fibre97%BT, Sky, Plusnet, TalkTalk, EE broadband, Vodafone, NOW Broadband and more
OpenreachFull fibre~50%BT, Sky, Plusnet, TalkTalk, Vodafone, Cuckoo and more
Virgin MediaCable broadband~60%Virgin Media
CityFibreFull fibre~12%Vodafone, TalkTalk, Cuckoo, Zen, Yayzi, toob and more
Virgin MediaFull fibre~5%Virgin Media
HyperopticFull fibre~4%Hyperoptic
NexfibreFull fibre~4%Virgin Media
NetomniaFull fibre~3.5%YouFibre

As of 12th September 2024, switching between any of the above networks will be even simpler than before. 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.

The majority of 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 even at its launch, it’s not fully ready to adopt in favour of the old system. So a small number of customers may still need to switch the old-fashioned way for a number of weeks to come until some of the issues with its rollout are resolved.

If you’re running into issues switching your broadband, it’s always worth reaching out to the provider you want to switch to. Read our guide on how to contact your broadband provider for more help on how to get in touch.

Compare fibre broadband deals

Find a fibre broadband deal that's right for you and your household.

Read more

how to switch broadband guide
How to switch broadband - a guide to changing your providerWant to switch your broadband service? Here's how to do it all, from finding the speed you ..
Happy 60s older mature middle aged adult woman using digital tablet on Wi-Fi
The different types of broadband in the UKFind out all about the different broadband connections available in the UK, and which ones ..
“Smaller providers were voted best value for money broadband.”
The best value for money broadband providers in the UKSee which providers offer the fastest speeds for the cheapest prices, and find out what el ..