One Touch Switch: how to switch broadband
To change broadband provider you now deal with one company: the one you are joining. They arrange the move, and your old service ends without a phone call.
The call to cancel, and the retention offer that came with it, used to be the part people put off. Since 12 September 2024 it has not been part of the process.
What One Touch Switch is
One Touch Switch is Ofcom's process for moving a home broadband or landline service between providers. You contact the new provider only. They tell the old one, agree the date, and the old service stops when the new one starts.
Before it came in, that only worked between providers on the Openreach network, such as BT and Sky. Moving to or from a different network, such as Virgin Media, meant contacting both companies and lining the dates up yourself. One Touch Switch covers every network.
How to switch, in three steps
- Sign up with the provider you want to join, online or by phone. They will ask for your address, who your current provider is, and which services you want to move.
- Read what your current provider sends you. They must send you the details of the switch, including any charges for leaving, before it goes ahead. If you are happy, the new provider books the date.
- Set up the new service. That usually means a new router, and sometimes an engineer visit if you are moving to a different network. Once the new service is working, the old one should stop automatically.
The deals you can switch to depend on your address.
Compare broadband dealsWhat your old provider can charge you
Notice period
Nothing after the switchover date. Your old provider must not charge you for notice that runs past the day you move, so you are not paying for two connections.
Leaving early
An early termination charge, if you are still inside your minimum term. Under One Touch Switch your provider must tell you the amount before you switch, so it is never a surprise on the final bill.
Time without service
Any gap should not last longer than one working day. If it does, or if a confirmed installation appointment is missed, your provider must compensate you. Ofcom's automatic compensation scheme sets out the amounts.
Still in contract? Some providers will put money towards the exit fee if you move to them. Ask before you sign, and get the amount in writing.
What it does not cover
- Television and other extras in a bundle. If your package includes TV, you may need to contact your current provider to cancel that part yourself. They have to explain your options.
- A landline you want to leave behind. Moving only the broadband can affect the landline attached to it, so check with your current provider before you go ahead.
- An email address from your provider. It may stop working after you leave. Ask what happens to it, and set up a new address first if you cannot keep it.
- Your mobile. That moves with a PAC code, by text, and is a separate process.
Check where you stand before you start
Find out whether you are in or out of contract. It is in your provider's app or online account, on your bill, and in the end of contract notice they are required to send you. If you are out of contract, leaving costs nothing.
If you are still in contract, look at whether your price has risen by more than you were told when you signed up. That is one of the situations where you can leave without a fee, and our guide to your broadband rights covers each of them.
If you change your mind
You have the right to cancel your order within 14 calendar days. Contact the new provider to do it. If the new service has already started you may still have to pay for the days you used and any installation costs, and your old service is not brought back automatically, so cancel as early as you can.
You can also choose to manage the move yourself, for example if you want the old and new services to overlap for a few days. That is allowed, but One Touch Switch does not apply: you cancel the old service yourself, and you pay for both if they overlap.
Last reviewed by William.
Questions people ask
Do I need to tell my old broadband provider I am leaving?
No. Under One Touch Switch you contact only the provider you are joining. They arrange the switch, and your old provider writes to you with the details and any charges before it goes ahead.
When did One Touch Switch start?
12 September 2024. It applies to home broadband and landline services across every network, including moves to and from Virgin Media and the newer full fibre networks.
How long does it take to switch broadband?
There is no fixed number of days. The new provider gives you a date, which depends on whether you need new equipment or an engineer. What Ofcom's rules do fix is the gap: you should not be left without service for more than one working day.
Will I be charged for switching broadband?
Not for the notice period: your old provider cannot charge for notice that runs past the switchover date. If you are still inside your minimum term you may owe an early termination charge, and your provider has to tell you the amount before you switch.
Does One Touch Switch cancel my TV package too?
Not necessarily. If your bundle includes TV or other services, you may need to contact your current provider to cancel those. They have to explain your options.
What happens if my broadband switch goes wrong?
If you are left without service for more than one working day, or a confirmed installation appointment is missed, your provider must compensate you. For providers in Ofcom's automatic compensation scheme the money is paid without you having to claim it.