People should be able to switch telecom providers easily to take advantage of the range of services available. Easier switching allows people to shop around with confidence to find the best price and service for their needs.

Difficulties in the switching process can put people off moving providers. Effective switching is also important to support competitive investment in, and take-up of, faster and more reliable broadband.

The change means all home broadband users – including cable and full fiber 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.

But for the first time, 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 be covered by the simpler process.

Currently, these customers need to contact both their existing and new providers to coordinate the switch, which includes trying to bridge the gap between the old service ending and the new one starting.

Previous Ofcom research showed that four in ten people (41%) who decide against switching were put off by the hassle of having to contact more than one provider. A similar number (43%) were put off switching as they think it will be too time-consuming. And of those who do switch, nearly a quarter (24%) who contact their current provider face unwanted attempts to persuade them to stay.

How it will work

The new ‘one-touch’ process will make it easier to get a faster package, cheaper deal, or better customer service when you switch providers. It will also make it quicker – just one day when this is technically possible.

1. A customer will contact their chosen new provider and give their details.
2. The customer then automatically receives important information from their current provider. This includes any early contract termination charges they may have to pay, and how the switch may affect other services the customer has with the company.
3. If the customer wants to go ahead, the new provider will then manage the switch.

Under our new rules, providers will also have to compensate customers if things go wrong and they are left without a service for more than one working day. And we have banned notice-period charges beyond the switch date.

All providers must have the ‘One Touch Switch’ process in place by April 2023. This will involve making significant changes to their systems and will require a wide range of companies to work together. So we have made it clear to the industry that work must start immediately to meet the deadline. switching broadband provider