One Touch Switch: What is it and how does it work?

One Touch Switch is a new system for changing broadband that means your new provider handles everything about the switch for you, including cancelling with your old provider. It was brought in by Ofcom, the regulator for UK communications industries, to take away the extra admin and stress that can come with switching broadband providers.

One Touch Switch is specifically aimed at switches that take place between different networks. When the switch involves providers on different networks, the new one needs to activate your connection, and your old one needs to turn theirs off. Until recently, it was the customer’s job to reach out to both providers to make this happen.

However, this is no longer the case. Since it was introduced in September, One Touch Switch means that the new provider handles the whole process for you, so it’s same experience for everyone – no matter which provider you’re with.

Customers don’t have to pay notice-period charges beyond the switch date either, so there’s no more paying for an old service you’re not using after the new one starts.

According to Ofcom, One Touch Switch is designed to make it easier for people check if their current provider is right for them and make the switch if it’s not. Your new provider handles all the extra legwork that comes with switching broadband providers, so you can sit back, relax, and enjoy your new broadband.

The switching process probably won’t change much for consumers, except for the fact you won’t need to contact your old provider to let them know you’re leaving. You’ll also no longer need to provide a 30-day notice period, and all billing and activation dates are handled in the background between the operators.

This means the switching process might work like this:

The rest of the switch will happen in the same way it did before. You’ll be sent the Wi-Fi router to power up and plug in on your chosen activation day, and, if an engineer installation is needed, they’ll bring the equipment with them on the day.

OTS is an important step in making the switch between broadband providers as easy as it can be. It has helped address some of the main complaints people had about changing providers, including you having to contact both providers and be involved in the process.

As fibre broadband becomes more readily available across the UK, One Touch Switch allows you to upgrade your broadband to a faster, more reliable network. If you feel like you have been stuck with the same broadband package for years, you’ll be able to move over to a better connection without the hassle.

1. Smooth switching

With One Touch Switch, you won’t have to juggle the end of one broadband contract and the beginning of another - everything will be handled by your new provider. This helps reduce confusion, prevents any lapses in service, and makes sure you experience minimal disruption during the transition.

2. Less admin

The One Touch Switch process ensures your new provider contacts your current one to let them know about the swap, so that you don’t have to. This reduces the paperwork and stress of managing the change. It also minimises the chance of errors or miscommunications that can sometimes arise when dealing with multiple providers, leaving you with time to focus on other things.

3. Faster Process

Instead of waiting for a full billing cycle to switch over, the switch can happen within days. Behind-the-scenes coordination between providers means that billing and activation dates align perfectly, so there's no need to worry about being double-charged or waiting weeks for the switch to happen.

4. Minimal Service Disruption

One major worry with switching providers is the fear of losing service, even temporarily. With One Touch Switch, service interruption is minimised, ensuring seamless transitions from one broadband provider to another. Because the providers communicate directly and coordinate activation and deactivation dates, the transition should happen without any noticeable gap in service.

5. Customer control and flexibility

With switching providers easier than ever before, you can take advantage of cheaper broadband deals and new promotions without the fear of complicated switching processes. If you're unhappy with your current provider's pricing, customer service, or offerings, One Touch Switch allows you to make changes quickly without the hassle of contacting multiple companies yourself.

With most broadband providers signed up to One Touch Switch following its introduction in September 2024, it has never been easier to switch to a different network. Whether you are looking for broadband on its own or want a broadband and TV package for the whole family, long gone are the days of back-and-forth communication and endless paperwork.

Looking to make the switch to a Virgin Media broadband deal? Whether you’re looking for just broadband, broadband and TV or Broadband and phone, switching to Virgin Media has never been easier.

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