Switching to broadband is MUCH faster with new ‘one touch’ service: here’s what you need to know

Broadband customers can switch providers faster and more easily thanks to new ‘one touch’ switching rules that come into effect from 12 September.

Currently, switching to another broadband provider is a complicated and time-consuming process, which can leave households without internet for up to two weeks.

But the long-awaited one-touch switching service aims to simplify and speed up the process, with consumers simply telling their new provider they want to switch – and them doing the rest. Switching should ideally take just one day.

However, the service is facing some teething problems as not all broadband providers are ready for the September 12 launch date.

This is everything you need to know about ‘one touch switching’ for broadband.

How does switching broadband work now?

There are currently two systems for broadband switching.

The quickest and easiest way is if you want to switch from one broadband provider to another via the same network.

For example, BT, EE, TalkTalk and Sky all use the Openreach network to deliver internet to your home. To switch between any of these companies, simply contact the company you want to move to and they will guide you through the process.

The other way to change broadband provider is more complicated and could be for example if you want to switch from one provider to another that does not use the same network. For example if you are switching from BT to Virgin Media, which has its own network.

In that case, you should ask your current provider to cancel your broadband subscription and then contact your new provider to take out a new subscription.

That process takes an average of two weeks. If you don’t have access to the internet, it can take a long time.

How does ‘one touch switching’ work?

The idea is that you only need to contact your new broadband provider, who will then arrange the switch and cancel your old internet subscription for you.

This applies regardless of which network you use, in the same way that the Payment Account Switching Service arranges the transfer of payment accounts between banks.

The one touch switching service is controlled by telecoms regulator Ofcom.

To switch, you will need to provide your new broadband provider with your personal details, such as your name, address, account number, telephone number and the name of your current provider.

The broadband company you want to switch to will then take care of the rest, using a new platform from The One Touch Switching Company.

The process can be done within one day. If problems occur and your internet connection is down for more than a day, you will receive compensation.

When is switching done at the push of a button?

Technically, some consumers have already used the service, as broadband companies have trialled it for a select few customers.

However, the large-scale rollout of one-touch switching is not expected to take place until September 12, 2024, after the original April 2023 start date was delayed by more than a year.

However, customers who want to switch soon after that date may find they are still using the current, cumbersome system.

That’s because many broadband companies aren’t yet ready for the one-touch switch, despite being given an extra 17 months to get everything in order.

Ofcom said on 5 September 2024 that it would not delay the launch date again, but gave broadband companies an additional six weeks to introduce one-touch switching if necessary.

In practice, this means that many consumers will be able to switch within one day from 12 September, while others will still be dependent on the old system until the end of October.

There is little way to predict whether this will affect you, as some providers can transfer some customers quickly, but take longer with others.

Find the fastest, cheapest broadband – and see if you can save

Broadband, TV and phone subscriptions are notoriously sticky. Customers often let their contracts run for years, while providers raise prices.

But you could get faster broadband, a better TV package and a better phone plan, all while saving money every month.

It always pays to compare prices to see if you can save, especially with the cost of living soaring.

This is Money has teamed up with Broadband Choices to give readers the chance to easily search for the best and cheapest deals on their broadband, mobile and TV.

> Can you save? Compare broadband, TV and phone plans