One touch switch broadband

One Touch Switch: why changing broadband provider is easy now

Switching to a new broadband provider used to be a bit of a hassle. But there’s a new system in place that makes it simple.

The regulator Ofcom has changed the rules so you don’t have to run around trying to make broadband providers talk to each other or worry about losing your connection when the switchover happens. Now the only thing you have to do is find a new deal and sign up for it.

What actually is One Touch Switch?

One Touch Switch is a rule instigated by Ofcom that means you don’t have to contact your old provider when you switch broadband to tell them you’re leaving. This makes the switching process much easier, as it means your new provider has to contact your old one, rather than you.

One Touch Switch was launched in September 2024 in an attempt to increase competition and encourage customers to switch broadband providers once they were out of contract. And it seems to be working. In the first year since it was implemented, 1.6 million customers switched providers, according to Ofcom’s data.

Before One Touch Switch was introduced, you had to notify your old provider when you switched to a new one to make sure your old service was switched off once your new one was activated. One Touch Switch has simplified this process by making it your new provider’s responsibility instead. So your switch should happen seamlessly without any extra effort from you. All you need to do is find a deal that suits your needs and sign up. Your new provider will handle the rest.

How does One Touch Switch work?

With One Touch Switch, the switch from one wired broadband provider to another is handled by the new provider.

If you’re out of contract, all you need to do is:

1. Compare broadband options available where you are
2. Choose a deal that’s right for you and sign up
3. Give your details to your new provider, including your address, postcode and billing information
4. Give them permission to share your details- they’ll share with your old provider so the switch can be finalised

That’s literally it. You don’t need to contact your old provider to tell them you’re leaving.

That’s the job of the provider you’re switching to.

That said, One Touch Switch doesn’t apply to mobile broadband. So if you’re switching to or from a mobile deal, you’ll need to contact your old provider as well as your new one.

Your switching date

As part of the sign-up process, your new broadband provider will ask you to choose a start date for your new service (usually from a limited range of dates they have available).

This activation date is the same as your end date with your old provider. You don’t need to give notice to your existing provider. Your new provider will coordinate with them so that there’s minimal interruption to your broadband supply on switch day.

How long does the switching process take?

If you’re switching to a different type of network, for example, if you’re upgrading from hybrid fibre to full fibre, you’ll need an engineer visit. This has to be booked in, so your switch date will probably be a week or two later than it would be if you were staying on the same network.

On the switching date, there will be some internet downtime while you get connected to the new network. But this should be the only downtime you experience.

If you’re left without a broadband supply for longer than one working day, your provider has to pay you compensation. So they have a powerful incentive to give you a smooth switchover.

The benefits of One Touch Switch

One Touch Switch makes changing to a new broadband deal much easier because it pushes responsibility for a seamless switch firmly onto providers. This means:

• It’s no longer your job to coordinate the switch
• Minimal time without internet
• No overlap in service, so you don’t pay twice
• Usually a quicker transfer to the new provider than you would have had before

The biggest difference is that switching means no work or worry on your part. Just sign up with your new supplier and let them handle everything.

Is OTS free?

Yes, One Touch Switch is free for broadband customers. The administrative cost of handling a switch is covered by the providers themselves.

Your new provider is still free to impose charges at the start of your contract, like:

• A charge for your engineer visit
• Payment for your router or other equipment
• Any other set-up fees or upfront payments they want to charge

But none of these fees are the result of One Touch Switch.

Any charges from your provider should always be made clear to you before you sign up, so nothing is a surprise.

What does One Touch Switch mean for me?

One Touch Switch is a game-changer because it massively reduces the problems linked to getting a new broadband deal. Here’s how it’ll benefit you when you’re ready to switch:

• You don’t have to worry about losing connection - that won’t happen unless there’s a physical problem with the network, in which case the new provider will be working to sort it
• You don’t have to contact your old provider
• You don’t need to make the two providers talk to each other - it’s now their job to coordinate on your behalf

One Touch Switch was brought in by the regulator to solve a problem: people were reluctant to change broadband providers and this made the market less competitive. Now you’re free to compare broadband deals and switch to something better without the hassle.

Are there any exceptions to One Touch Switch?

Yes, there are. We spoke to Ofcom in January 2026, who confirmed that One Touch Switch isn’t available for business broadband customers at the moment. It also doesn’t apply for mobile broadband customers. One Touch Switch is only in place for home broadband customers who are switching from one wired broadband provider to another.

So how do I switch broadband deals?

We recommend using our Go.Compare broadband comparison tool to choose from a wide selection of deals from the trusted providers on our panel.

• Enter your postcode to see what deals are available in your area
• Compare options
• Filter by contract length, internet speed or price
• When you’ve chosen a plan that fits your needs and budget, click on “Get Deal” and go through to the provider’s site to sign up

The provider you’ve chosen will probably ask for your postcode and address again to confirm they definitely cover your home. They’ll ask for more information as part of the sign-up process, including your name and billing details. They’ll also ask you to choose an activation date.

You don’t need to tell your old provider that you’re switching. One Touch Switch means that your new provider handles that instead.

What broadband providers can I switch to with One Touch Switch?

Any provider you like. In the past, it was more complicated to switch from one network to another than to move between two providers on the same network. One Touch Switch has got rid of this distinction and it’s exactly the same process for all providers. Even if you’re switching from cable to fibre (for example, from Virgin Media to NOW Broadband) you still have minimal admin and service disruption.

The only exception would be if you’re switching to or from a mobile broadband provider. One Touch Switch only applies to fixed-line services.

How does One Touch Switch work for broadband and landline?

One Touch Switch for broadband and landline customers works in the same way as it does for broadband only customers. Once you’ve found a broadband and phone deal that’s right for you, all you need to do is complete the sign-up process and arrange your engineer’s visit, if you need one.

Your new provider will inform your old provider that you’re leaving and will make sure your old service is disconnected and your new one is activated with minimal downtime for both your internet and your landline.

What are the disadvantages of One Touch Switch?

There’s always a chance your provider might experience a technical issue while completing your switch. But it’s a much more straightforward process for customers because your new provider has to let your old provider know you’re leaving. They can then handle the switch to make sure your old connection is cancelled and your new one is activated with minimal downtime.

This has already had a positive impact on switching. According to Ofcom’s data, 1.6 million people switched their broadband provider in the first year since One Touch Switch was implemented.

Do early termination charges still apply to One Touch Switch for broadband?

Unfortunately, yes. One Touch Switch takes away the pain of switching but it doesn’t take away the potential costs. If you’re still within the minimum term of your contract, you usually can’t leave without paying an exit fee.

But there are some exceptions to the rule and there are some providers who will pay something towards your early exit fee if you commit to joining them. Check out our guide to your broadband cancellation rights for more information.

When can I switch my broadband without a penalty

You can switch broadband penalty-free if you’re outside the fixed term of your contract. You should know if that’s the case because your provider is legally obliged by Ofcom to tell you when your contract is coming to an end.

When your minimum term ends, your provider will almost certainly move you to a rolling contract that costs more. (They have to tell you when they’re doing this and how much it will be.) This is the perfect time to switch and see if you can get more bandwidth for your money.

This is the perfect time to compare broadband deals to see if you can get more bandwidth for your money.

If you’re still within the minimum term, you will almost certainly face penalties for switching. There are only a few exceptions:

• If you’ve just signed the contract and you’re still within the cooling-off period (usually a fortnight but some providers offer more - check the T&Cs)
• If you’re leaving because of unacceptable service (but you’ll need to document this)

Sometimes providers will waive the exit fees even when they don’t have a legal obligation to do so. For example:

• If you’re moving house and they don’t cover your new address
• Compassionate reasons - for example, if you’re experiencing money worries

This isn’t guaranteed, but it’s always worth politely asking.

FAQs

Does One Touch Switch work if you have TV with your broadband?

One Touch Switch applies only to fixed landline and broadband services. It doesn’t apply to other services, even if you get them in a bundle with your broadband. So if you have a TV and broadband combined package, you will need to contact your old provider, whether you want to end the TV part of the deal or continue with it separately from the broadband.

How do you move your broadband when you are moving house?

The best thing to do is to contact your broadband provider a few weeks before you’re due to move to ask if they’ll supply your new home and what the process is.

Some providers charge a fee to transfer an existing customer’s supply to a new address. Others will only charge if you need an engineer visit - for example, if you’re already on full fibre but your new place doesn’t have it installed yet.

In a few rare cases, your provider won’t offer a service in the area you’re moving to, so you have no choice but to switch providers. If that’s the case for you and you’re still in contract, it’s the provider’s choice whether to charge the usual exit fees or waive them as a courtesy. It’s always worth contacting them to ask.

Can I still switch providers without using OTS?

No, but there wouldn’t be any benefit to doing so, even if you could. One Touch Switch is now the industry standard for how broadband providers transfer customers between them. It means a much better, less stressful experience for you as the customer.

Does One Touch Switch apply to mobile providers?

No, One Touch Switch just applies to fixed-line broadband and landline providers. It doesn’t apply to mobile broadband.

Who should I contact if I have questions about the switch?

If you have any questions or concerns about your broadband switch, contact your new provider. They should be able to provide you with the answers you need.

Do I need to contact my current provider to cancel my service?

No. The beauty of One Touch Switch is that you don’t need to contact your current provider to say you’re leaving. It’s all handled by the provider you’re switching to.

What happens if there's an issue with the switch?

If you have any issues with your broadband switch, contact your new provider. They should be able to resolve any problems for you. And if you’re not satisfied with your new provider, you have a 14-day cooling-off period, so you can cancel penalty-free during the first two weeks of your contract.