How One Touch Switch makes it easier to switch broadband provider

After several delays and postponements, One Touch Switch for broadband launched on 12 September 2024. This process should improve customers’ experience of changing broadband providers and make it easier to benefit from a better deal.

Read on to find out how, which providers have signed up, and how this change relates to the rest of the telecoms industry. 

Discover the best and worst broadband providers to see how yours fares in our regular survey. 

What is One Touch Switch?

Before One Touch Switch, changing broadband providers involved contacting both your old and new provider to arrange the switch – a process that was often far from pain-free. 

The One Touch Switch process is 'gaining-provider led', which means you will only have to inform the provider you are moving to, and they will contact your current provider and complete the switch on your behalf.

So in essence One Touch Switch improves the consumer experience of changing broadband providers and means there are less barriers to shopping around for a cheaper, more reliable connection. 

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How is One Touch Switch changing?

Previously, One Touch Switch has only been possible on the Openreach network for customers with providers such as BT, Sky, Talk Talk and Zen. Openreach is the UK’s largest broadband network infrastructure, and is used by over 650 broadband service providers to deliver the internet to customers. 

However, providers such as Virgin Media operate their own cable network to deliver broadband, and weren't part of this process. 

However, One Touch Switch has now been extended across the broadband market, meaning customers can switch between providers using different broadband networks, not just Openreach.

This expansion comes after the original implementation deadline was extended twice; first in April 2023 and then in March 2024. The delays were primarily due to the complexity of setting up a cross-sector switching process requiring significant testing and coordination across broadband providers.

Want more details on what's involved? Read our guide on how to switch broadband provider.

Which providers have signed up to One Touch Switch?

The One Touch Switching Company (Totsco) has been preparing, testing and will now deliver the service of One Touch Switching, on behalf of its members and other providers. 

Larger broadband providers that are members include:

• BT
• Community Fibre
• Hyperoptic
• Sky
• Talk Talk
• Utility Warehouse
• Vodafone
• Virgin Media
• Zen Internet

A variety of other smaller and localised providers are also signed up. However, providers do not need to be members of Totsco to be on the hub and offer one touch switching, so the service will still be available at many more.

This is an intensely competitive time for broadband providers as they try to attract new customers. Take advantage of this to make savings to your bills and improvements to your service.

Does One Touch Switch apply to mobile providers?

One Touch Switch only applies to broadband, but in recent years switching mobile networks has also been made significantly easier, and could net you significant savings, especially if you're out of contract. Our guide to the best Sim-only deals includes hand-picked deals from our experts, for low, medium and high-data contracts. 

The switching process itself is easy, and involves retrieving what's called a PAC code from your current provider by texting a number, ordering a Sim from a new provider, and sending them this code. This also ensures you can keep your old number. For full details on the process and our advice on how to save money during it, read our guide on how to switch mobile provider.

Have you switched provider recently? We'd love to hear about your experience. Get in touch with our experts at providers@which.co.uk.