- One Touch Switching is a gaining-provider-led process, so the new provider arranges the switch.
- Under the process, the customer usually does not need to contact the old provider to cancel.
- Providers must give clear switching information, including any early termination charges that may apply.
- The process is designed to reduce gaps in service when moving between providers.
- Ofcom oversees the switching rules to make changing provider simpler and clearer.
One Touch Switching lets the new provider arrange the move, so the customer usually need not contact the old one. It aims to avoid service gaps, and providers must set out any early termination charges upfront.
Last reviewed: June 2026
What One Touch Switching is
One Touch Switching is the process designed to make changing broadband provider simpler in the UK. Its defining feature is that it is gaining-provider-led: the new provider the customer is moving to arranges the switch, including the ending of the old service. This removes the need, under most circumstances, for the customer to contact their existing provider separately to cancel. The aim is a smoother switch with less effort and fewer gaps in service. Understanding how the process works helps a household switch with confidence and avoid common pitfalls.
The process replaced older, more cumbersome methods of switching, where customers often had to deal with both the old and new providers themselves. By placing responsibility with the gaining provider, it streamlines the experience and reduces the risk of being left without a connection during the change.
How the process works
To switch, the customer arranges the new service with the provider they are moving to. As part of this, the new provider gives the customer key information, including the details needed to make an informed decision and any implications of switching, such as early termination charges on the existing contract. The gaining provider then co-ordinates with the losing provider to carry out the switch. The customer does not usually need to contact the old provider to cancel, because the process handles the ending of the old service as part of the switch.
| Step | What happens | Who acts |
|---|---|---|
| Choose new provider | Customer arranges the new service | Customer and gaining provider |
| Receive switching information | Details and any early termination charges given | Gaining provider |
| Switch co-ordinated | Old service ended, new service set up | Gaining and losing providers |
| Service goes live | New connection starts | Gaining provider |
| Return equipment | Old router returned if required | Customer |
Information you receive before switching
A key protection in the process is that the customer receives clear information before committing. This includes details of the new service and, importantly, information about any early termination charges that would apply for leaving the existing contract before its term ends. Being told this upfront allows the customer to weigh the cost of switching early against the benefit, or to time the switch for when the existing contract ends. This transparency is designed to ensure customers are not caught out by unexpected charges when they move.
Timelines and avoiding service gaps
The process is designed to manage the timing so that the new service starts and the old one ends in a co-ordinated way, reducing the risk of a gap in connection. The exact timeline depends on the providers and the technology involved, such as whether the switch is between services on the same network or involves a different network or a new installation. Where a switch involves moving to a different physical network, additional steps such as an installation may extend the timeline. The gaining provider sets out the expected dates as part of arranging the switch.
What happens to your email address
A practical consideration when switching is any email address tied to the old provider. Some providers offer email addresses linked to the broadband account, and these may stop working when the service ends, or may be available to keep, sometimes for a fee, depending on the provider's policy. Anyone who relies on a provider-linked email address should check what will happen to it before switching, and consider moving important contacts and accounts to an independent email address that does not depend on the broadband provider. This avoids losing access to an email address that other services rely on.
Returning equipment
When leaving a provider, there may be equipment to return, such as a router, depending on the provider's terms. Some providers ask for equipment back and may charge if it is not returned, while others let the customer keep it. The losing provider's terms set out what is required, and it is worth checking this when switching to avoid an unexpected charge. The new provider typically supplies its own router for the new service, so the old equipment is usually no longer needed once the switch is complete.
Switching while in contract
It is possible to switch while still within a fixed-term contract, but doing so may incur an early termination charge for leaving before the term ends. The switching information the gaining provider must supply includes details of any such charge, so the customer can decide whether to switch now and pay it, or wait until the contract ends to switch without penalty. Where a customer is out of contract, switching generally does not incur an early termination charge. Knowing the contract status, which the provider must make available, is therefore central to deciding when to switch.
Switching with confidence
In summary, One Touch Switching makes changing broadband provider simpler by placing the process with the gaining provider, so the customer usually need not contact the old provider to cancel. The process provides clear information upfront, including any early termination charges, and is designed to avoid gaps in service. Checking what happens to any provider-linked email address, whether equipment must be returned, and the existing contract status, ensures a smooth switch with no surprises, which is what the process is designed to deliver.
When a switch is not a simple switch
One Touch Switching is designed for moves between providers that use the same underlying network, such as different retail providers over the Openreach network, where the process is most seamless. Some moves are more involved, for example switching to or from a separate network such as Virgin Media, or to a connection that needs a new installation. In these cases additional steps may apply and the timeline can be longer, although the principle of clear information and a co-ordinated move still holds. Where a switch crosses between different network types, it is worth confirming with the gaining provider exactly how the move will be handled and whether any overlap or gap in service could occur, so the change can be planned around any installation that is needed.
Frequently Asked Questions
How long does broadband switching take?
The timeline depends on the providers and the technology, such as whether the switch is between services on the same network or involves a different network or a new installation. The process is designed to co-ordinate the new service starting and the old one ending to avoid a gap. The gaining provider sets out the expected dates when arranging the switch.
Do I need to contact my current provider to switch?
Usually no. One Touch Switching is gaining-provider-led, so the new provider arranges the switch, including the ending of the old service, and co-ordinates with the losing provider. This removes the need, under most circumstances, for the customer to contact their existing provider separately to cancel.
What is One Touch Switching?
One Touch Switching is the gaining-provider-led process for changing broadband provider in the UK, where the new provider arranges the switch. It replaced older methods that required dealing with both providers, and it is designed to make switching simpler, provide clear information upfront, and reduce gaps in service.
What happens to my ISP email address when I switch?
Some providers offer email addresses linked to the broadband account, and these may stop working when the service ends or may be available to keep, sometimes for a fee, depending on the provider. Anyone relying on such an address should check the policy before switching and consider moving to an independent email address.
Can I switch broadband if I am in a contract?
Yes, but switching while still within a fixed-term contract may incur an early termination charge for leaving before the term ends. The switching information the gaining provider must supply includes details of any such charge, so the customer can decide whether to switch now and pay it or wait until the contract ends.
Will I lose my connection during a switch?
The process is designed to co-ordinate the new service starting and the old one ending to reduce the risk of a gap. Where a switch involves moving to a different physical network, additional steps such as an installation may affect timing. The gaining provider sets out the expected dates so the customer knows what to expect.
