Quick links:
- How does a One Touch Switch work for broadband?
- Broadband vs. energy: Why One Touch Switch does not apply to gas and electricity
- Is One Touch Switch free, and what are the rules?
- What happens if your switch is delayed?
- Moving house? Simplify your utilities with One Utility Bill
The One Touch Switch makes it easier to switch broadband providers.
Introduced by Ofcom in 2024, the process allows your new broadband provider to handle the switch on your behalf. This means you don’t need to contact your existing provider to cancel your service separately. Instead, your new provider manages the transfer, saving you time and hassle.
The system applies to most fixed-line broadband and home phone services in the UK, including major providers like Virgin Media, Sky, Vodafone, and EE.
The One Touch Switch applies only to broadband and home phone services. It doesn't cover utilities like gas, electricity, or water. If your broadband is included in your rent or provided as part of a bills package, the One Touch Switch process doesn't apply.
Since the new provider handles most of the work, switching services is quicker and easier. It can also help reduce the risk of delays or service disruption during the changeover.
Keep reading to learn how the One Touch Switch works and what it means if you're moving home or changing broadband providers.
How does a One Touch Switch work for broadband? 🤔
The One Touch Switch makes changing broadband providers much simpler. Here’s how it works:
- Choose your new broadband provider and place your order.
- Your new provider contacts your existing provider.
- Your existing provider begins the process of closing your account.
- You receive information from your current provider about any final bills, early exit fees, or outstanding charges that apply.
- Your new provider arranges the switch date and gets your new service up and running.
One of the biggest benefits of the One Touch Switch is that you don't need to contact your old provider to cancel. This means you can avoid retention calls where providers try to persuade you to stay.
For most customers, the process is quicker, simpler, and involves much less admin than switching broadband providers in the past.
Broadband vs. energy: Why One Touch Switch does not apply to gas and electricity ⚡️
One Touch Switch doesn’t apply to gas and electricity because energy switching is regulated differently. While broadband providers can use the One Touch Switch process to manage the transfer for you, energy suppliers follow separate rules set by Ofgem, a completely different regulator.
You’ll need to provide up-to-date meter readings if you’re switching energy suppliers. Energy accounts are linked to unique supply numbers, known as an MPAN for electricity and an MPRN for gas.
If you're moving home, take final meter readings and send them to your current supplier to make sure you don’t get charged for energy you didn’t use, then set up a new energy account for your new home.
Read our guide to learn more about how to set up utilities when moving house.
Is One Touch Switch free, and what are the rules? 💰
Yes, the One Touch Switch process is completely free. You won't be charged for switching providers or for your new provider handling the transfer on your behalf.
However, that doesn't necessarily mean switching is always free. You may have to pay early exit fees if you’re still within your minimum contract term. Before switching, it's worth checking your contract to see whether any charges apply.
Under Ofcom's rules, your new provider is responsible for leading the switch. This means they handle the transfer process and communicate with your existing provider on your behalf.
If something goes wrong during the switch, providers must have clear complaints processes in place, and you may be entitled to compensation in some circumstances.
What happens if your broadband switch is delayed? 👀
Most broadband switches happen without any issues. But if your switch is delayed, for any reason, your first point of contact should always be your new provider.
Under the One Touch Switch rules, they're responsible for managing the switch and keeping you updated on its progress.
Sometimes delays can happen because of provider mismatches, technical issues, or older switching processes still being used behind the scenes. In most cases, your new provider should be able to resolve the issue and arrange a new switch date.
If you have a broadband switching issue, speak to your new provider.
If you're unhappy with how your broadband provider handles a delayed or failed switch, you should follow their complaints process first. Then, if the issue still isn't resolved, you can escalate it further through the relevant industry complaints process.
Moving house? Simplify your utilities with One Utility Bill 🏡
Moving house means setting up broadband, energy, water, and council tax at the same time. Keeping track of multiple suppliers and contracts is a lot on top of regular moving stress.
One Utility Bill makes your bills easier and sets up your choice of utility bills, including broadband, for you. Rather than contacting multiple suppliers yourself, you save time and let us handle it when you get on with the rest of your move.
You can also choose a custom bills package to make budgeting easier. With one monthly payment covering the household bills you add, simplify finances, have the option of splitting payments with other bill payers, and could even choose Unlimited Energy for extra peace of mind.