One Touch Switch Explained (2026)

One Touch Switch is an Ofcom-mandated process that lets you change broadband provider by contacting only your new provider. Launched in April 2023, it has been used by over 1.6 million households in its first year. Your new provider coordinates the switchover with your old one, and the process typically completes within ten working days. You keep your phone number and face minimal downtime during the changeover.

How One Touch Switch Works

One Touch Switch replaced the old Notification of Transfer process in April 2023, removing the need to contact your existing provider before switching. Under the new system, you simply choose a new provider and place an order. Your new provider sends a Match Request to the industry switching hub, which identifies your current service. Your old provider then receives an automated notice and must release your line on the agreed date. The entire process is managed behind the scenes, so you only deal with one company. Ofcom introduced the system after research showed 36% of customers found the old process too complicated. BT, Sky, and all Openreach-based providers are part of the scheme. The switch typically takes around ten working days, though some providers offer faster activation. You can track progress through your new provider's online account or app.

Which Providers Use One Touch Switch

All providers using the Openreach network are part of One Touch Switch. This includes major names like BT, Sky, Plusnet, TalkTalk, Vodafone, EE, and dozens of smaller alt-nets. The system covers around 95% of UK broadband connections. Virgin Media operates its own cable network and was not part of the original launch, but Ofcom now requires all providers to participate. If you are switching between Openreach providers, the process is seamless. Switching from Virgin Media requires a slightly different process, as their network is independent. Full-fibre alt-nets like Hyperoptic and Community Fibre also participate in the scheme. The key benefit is that regardless of which provider you choose, only one phone call or online order is needed to start the switch.

What Happens During the Switchover

Once you place your order, your new provider sets a switch date, usually within ten working days. You receive confirmation by email or text, along with details of any new equipment being sent. On the switch day, your old service disconnects and the new one activates, often within a few hours. Most customers experience less than 30 minutes of downtime. If your new provider needs to install new equipment, an engineer visit is arranged at a time that suits you. Your old provider sends a final bill covering any outstanding charges. Under Ofcom's Automatic Compensation scheme, if the switch is delayed beyond the agreed date, you are entitled to £6.10 per day in compensation. EE and most other providers apply this automatically without you needing to claim.

Tips for a Smooth Broadband Switch

Before switching, check your current contract end date to avoid early termination fees, which can reach £200 or more. Run a speed test at your current address to benchmark your existing service. Compare deals from multiple providers using a postcode checker to see what speeds and prices are available. Vodafone, BT, and Sky all offer online tools for this. Make sure you back up your provider email address if you use one, as access may be lost after switching. Keep your old router until the new service is confirmed working. If you are outside your minimum contract period, you are free to switch with no penalties. The 14-day cooling-off period applies to all new broadband contracts, giving you a risk-free window to test the new service.

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Frequently Asked Questions

Do I need to contact my old provider to switch?

No. Under One Touch Switch, you only contact your new provider. They handle everything with your old provider through the automated switching hub. You do not need to call to cancel your existing service.

How long does One Touch Switch take?

The standard timeframe is around ten working days from placing your order. Some providers can complete the switch faster, particularly if no engineer visit is needed. Your new provider confirms the exact switch date when you order.

Will I lose my phone number when switching?

In most cases, you can keep your existing landline number. Your new provider requests the number transfer as part of the switch process. This works for all Openreach-based switches.

What if something goes wrong during the switch?

Ofcom's Automatic Compensation scheme protects you. If your switch is delayed, you receive £6.10 per day. If an engineer misses an appointment, you get £30 compensation. Contact your new provider first if issues arise.

Related Guides

How Long Does It Take to Switch Broadband · Broadband Cooling-Off Period · Broadband Switching Checklist · How to Switch Broadband

Methodology & Sources

Information in this guide is sourced from Ofcom market reports, Openreach coverage data, ISPreview.co.uk, provider websites and independent broadband research from Point Topic and Thinkbroadband. Prices and availability are checked monthly. Speed data reflects advertised average speeds from provider Key Facts documents.