One Touch Switch Broadband: How to Change Provider in the UK

One Touch Switch broadband rules have made changing provider in the UK far simpler than it used to be. Before, moving from one network to another — say from a BT-line provider to Virgin Media or a full-fibre company — often meant phoning your old provider, sitting through retention offers and trying to time the cancellation so you weren’t left offline. Now, in most cases, you only need to contact the company you want to join.

This guide explains how One Touch Switch works, what to check before you switch, what you might pay, and what to do if something goes wrong.

What is One Touch Switch?

One Touch Switch is a switching process overseen by Ofcom, the UK communications regulator. Ofcom announced on 12 September 2024 that landline and broadband customers “only need to contact their new provider to make the change,” after providers had trialled the system since July 2024.

Switching between providers on the Openreach network, such as BT and Sky, has been handled by the new provider since 2015. One Touch Switch extends that convenience to switches to or from other networks, such as Virgin Media and independent full-fibre providers, where customers previously had to deal with both companies.

How One Touch Switch broadband works, step by step

According to Ofcom’s switching guidance, the process looks like this:

1. Choose your new deal. Sign up online or by phone with the provider you want to move to.
2. Give your details. The new provider asks for your address, your current provider and which services you want to switch.
3. Review the switching information. Your current provider sends details of anything you’d owe, such as early termination charges, before you commit.
4. Pick a date. If you go ahead, the new provider can usually arrange the switch for your preferred date.
5. Get set up. You may need an engineer visit or new equipment such as a router. Your new provider should explain this.
6. Old service ends automatically. Once the new service works, your old one should stop without you needing to cancel it.

Check these things before you switch

Are you still in contract?

This is the big one. Leaving before your minimum term ends may mean early termination charges. Your provider’s website, app or emails should show your contract end date. Under One Touch Switch, your current provider must tell you about any charges before the switch goes ahead, so there should be no nasty surprises. Ofcom also notes that some providers may contribute towards exit fees to win you over, so it’s worth asking.

Do you have a bundle?

Broadband and landline usually switch together. If you want to keep your landline with your current provider, check with them first, because moving broadband can affect a linked landline. Other bundled services, such as TV, may need to be cancelled separately.

Do you qualify for a social tariff?

If you receive certain benefits, you may be eligible for a social tariff. Ofcom says these deals have no mid-contract price rises, which can make them easier to budget for. If you’re reviewing your household finances more broadly, our guide to the HMRC savings warning covers another area UK households often overlook.

What protections do you get?

Protection	What it means for you
Single point of contact	Your new provider manages the switch
Charges shown upfront	Your current provider must tell you about exit fees before you switch
No notice-period charges after switching	Your old provider can’t bill you for notice after the switchover date
Minimal downtime	Any loss of service should not last longer than one working day
Compensation	You may be compensated if you’re offline for more than one working day or a confirmed appointment is missed
Cooling-off period	You can cancel within 14 calendar days by contacting your new provider

Changing your mind: the 14-day window

If you sign up and then regret it, you can cancel within 14 calendar days by contacting your new provider. Be aware of two catches Ofcom highlights: if the new service has already started, you may still pay for the time you used and any installation costs, and your old service won’t be automatically reinstated. You would need to arrange that yourself.

When One Touch Switch doesn’t apply

Some people prefer to overlap old and new services — for example, keeping the old connection until a new full-fibre line has been tested. If you manage the switch yourself like this, One Touch Switch doesn’t apply. You’d cancel with your current provider directly and may pay for both services during the overlap. It’s a sensible approach if you work from home and can’t risk any downtime, but budget for the double bill.

Is switching worth it for you?

Before you start, ask yourself a few honest questions:

• What do you actually use? A household that streams 4K, games online and works from home needs more speed than one that mainly browses and emails.
• Is your current deal ending soon? Prices often change once an introductory period finishes, so the end of your contract is the natural time to review.
• Is a better network available at your address? Full-fibre availability keeps spreading, so the options at your postcode may have changed since you last looked.
• Is the problem your line or your Wi-Fi? If speeds drop only in certain rooms, better router placement or a mesh system may help more than a new provider.

Tips for a smooth switchover day

• Know your current speeds. Run a speed test before and after so you can tell whether the new service lives up to what you were sold.
• Charge your phone and set up mobile hotspot. If there’s a short gap, you can still get online.
• Keep the old router until it’s confirmed you don’t need to return it. Some providers ask for equipment back.
• Update your devices. A new router usually means a new Wi-Fi name and password. Smart speakers, TVs and doorbells will all need reconnecting.
• Give your computer a tune-up. If speeds still feel slow on one machine, the problem may be the device rather than the line — see our tips to improve PC performance with driver updates.

What if the switch goes wrong?

Start by contacting your new provider, because they’re responsible for managing the switch. If you’ve been without service for more than one working day, or an engineer missed a confirmed appointment, ask about compensation. Keep notes of dates, times and who you spoke to. If the provider doesn’t sort it out, follow its formal complaints process and check Ofcom’s consumer advice pages for your next options.

FAQ

Do I need to call my old provider to cancel?

Usually not. Under One Touch Switch, your new provider handles the switch and your old service should end automatically once the new one works.

Can I switch broadband while still in contract?

Yes, but you may have to pay early termination charges. Your current provider must tell you about these before you switch.

How long will I be without internet?

Ofcom says any loss of service should not last longer than one working day. You may be compensated if it does.

Does One Touch Switch work for Virgin Media and full-fibre providers?

Yes. It was designed for switches between different networks, including Virgin Media and other full-fibre networks.

Conclusion

One Touch Switch broadband rules put the new provider in charge, show you exit fees upfront, limit downtime and add compensation if things go wrong. Check your contract end date, think about any bundled services, pick a switch date that suits you and keep your Wi-Fi details handy for reconnecting devices. For more practical guides, browse our technology section.