- One Touch Switching is the UK process under which you arrange a switch with the gaining provider only, and they coordinate ending the old service.
- You do not need to contact your old provider to switch, and you should not, because the new provider handles it.
- Before the switch completes you should receive clear information about any early termination fees and the loss of any add-on services.
- If something goes wrong, such as a service gap or a failed switch, the providers are responsible for putting it right and compensation rules may apply.
One Touch Switching replaced the old patchwork of switching methods with a single, gaining-provider-led process. The principle is simple: you deal only with the company you are moving to, and they take care of the company you are leaving. In practice a few checks before you commit will keep the move smooth.
Step one: get your switching information
When you ask a new provider to switch you, the process generates clear information about what leaving your current provider involves, including any early termination fee you would owe and any services you would lose, such as an email address or a TV add-on. Read this before you confirm, because it is your chance to weigh the cost of leaving against the new deal.
Step two: place the order and set a date
You place the order with the gaining provider and agree an activation date. The gaining provider then coordinates with the losing provider to end the old service, ideally so the new service goes live as the old one stops, minimising any gap.
Step three: the switch completes
On the agreed date the new service activates. For a like-for-like technology switch this is often seamless; where an engineer visit or new equipment is needed, the gaining provider will have told you in advance. You do not phone your old provider to cancel, the process handles that.
The OTS timeline
| Stage | What happens | Who acts |
|---|---|---|
| Enquiry | You receive switching and exit-fee information | Gaining provider |
| Order | You confirm the deal and pick a go-live date | You and gaining provider |
| Coordination | Old service is ceased to align with the new one | Both providers |
| Go-live | New service activates | Gaining provider |
What can go wrong, and your rights
Most switches complete without incident, but problems happen: a delayed activation, a gap with no service, or a switch that fails outright. The providers, not you, are responsible for resolving these. Where there is a delay or loss of service for which automatic compensation applies, you may be entitled to a payment without having to ask. If a switch fails or a gap is not resolved, raise a complaint and escalate to the ombudsman if it is not put right.
Frequently asked questions
How does One Touch Switching work step by step?
You contact only the new provider, who gives you switching and exit-fee information, takes your order with an agreed go-live date, coordinates ending your old service, and activates the new one on the date. You do not contact the old provider.
How long does OTS switching take?
It varies by provider and technology, but you agree a go-live date when you order, and the process aims to align the new service starting with the old one ending to avoid a gap. Switches needing an engineer or new equipment can take longer, and you will be told in advance.
Do I need to tell my old provider I am switching?
No. Under One Touch Switching the gaining provider coordinates ending your old service. Contacting the old provider yourself is unnecessary and can complicate the process.
What if there is a gap in service when switching?
The process is designed to avoid a gap by aligning the cease and go-live. If a gap or delay does occur, the providers are responsible for resolving it, and automatic compensation may apply for qualifying loss of service or delayed activation.
What happens if my OTS switch fails?
Raise a complaint with the provider responsible. They must put it right. If it is not resolved after six weeks or you receive a deadlock letter, you can escalate the dispute to the communications ombudsman, which can order a remedy.
