How One Touch Switch works
In short: One Touch Switch is the UK process that lets you switch broadband provider by dealing only with your new provider. You give them your details and agree to the switch; they tell your current provider and coordinate the change. Switch day is usually set within a few days to two weeks. You may need to send back old equipment. Check your contract and early exit fees before switching.
What is One Touch Switch?
One Touch Switch (OTS) is the Ofcom-backed process for switching broadband and landline in the UK. You contact the new provider, give your address and account details, and they handle the rest—including notifying your current provider and arranging the switch date. You don’t have to call your current provider to “release” the line.
Evidence note: Process rules and timelines can change. For the authoritative picture, read Ofcom’s current guidance on switching and One Touch Switch alongside this guide.
If you’re on a tight budget and receive certain benefits, check whether a social tariff is an option before you switch—then use OTS with your chosen provider.
What to expect
Your new provider will confirm the switch date. On that day, your service usually moves from the old to the new provider. There may be a short period without connection; the new provider should set expectations. You may receive a new router or need to plug in equipment they send. Return any old router or kit as instructed to avoid charges.
Contract and early exit
If you’re still in a minimum term with your current provider, leaving early may trigger exit fees. Check your contract and any early termination charges before you switch. The new provider won’t pay those for you.
If something goes wrong
If the switch doesn’t complete or you lose service, contact your new provider first—they’re responsible for the switch. If you’re unhappy, you can complain to them and then to the relevant ombudsman (e.g. Ombudsman Services or CISAS for telecoms).