One Touch Switch (OTS): A Complete Guide to Ofcom’s 2024 Broadband Reform

In September 2024, Ofcom introduced the One Touch Switch (OTS) system—a transformative change in how UK consumers switch broadband and landline providers. Designed to eliminate friction, delays, and confusion, OTS replaces the legacy Notification of Transfer (NoT+) process and is now the default switching method for most residential fixed-line services.

This guide explains how OTS works, outlines the responsibilities of both new and old providers, and highlights the benefits and limitations—especially compared to the traditional 30-day notice period.

How One Touch Switch Works: Step-by-Step

1. Customer Contacts New Provider

• The customer initiates the switch by contacting their new provider only.
• They provide basic details: name, address, and current provider.

2. New Provider Initiates the Switch via TOTSCo

• The new provider uses the TOTSCo Hub to send a match request to the old provider.
• This request includes service identifiers and customer details.

3. Old Provider Responds Promptly

• The old provider must respond to the match request within 60 seconds electronically, or within 24 hours if the customer prefers postal communication.
• Once matched, the old provider must issue a Conditions of Transfer (CoT) notice.

Old Provider Responsibilities Under OTS

Once the switch is triggered, the losing provider must complete several tasks to ensure a smooth, transparent transition:

A. Send Conditions of Transfer (CoT) Notification

This must include:

• Early Termination Charges (ETCs)
  If the customer is mid-contract, the provider must clearly state any fees for ending the contract early.

• Impact on Bundled Services
  If the customer has TV, mobile, or other services bundled with broadband, the provider must explain how the switch will affect them.

• Equipment Return Instructions
  The provider must outline what equipment (e.g. routers, set-top boxes) needs to be returned, how, and by when.

• Final Billing Timeline
  Customers must be informed when to expect their final bill and what it will include.

• Cooling-Off Rights
  Customers must be reminded of their right to cancel the switch within 14 calendar days.

B. Disconnect Service on the Installation Date

• The losing provider must cease service on the same day the new provider installs the new connection.
• This ensures no overlap of services or billing—a key requirement under Ofcom’s rules.

C. Issue Final Bill Promptly

• The final bill must include:
  • Any ETCs
  • Outstanding usage charges
  • Refunds for overpayments or unused services

D. Provide Support for Equipment Returns

• Providers must offer accessible return options, including prepaid packaging or drop-off points.
• Failure to return equipment may result in additional charges, which must be disclosed upfront.

Benefits of One Touch Switch

1. Simplicity

• Customers only deal with the new provider.
• No need to contact the old provider directly.

2. Speed

• Switches can happen in as little as one working day, depending on technical feasibility.

3. No Overlapping Bills

• The old provider must disconnect service on the install date, so customers don’t pay for two services at once.

4. Transparency

• Customers receive full disclosure of fees, service impacts, and return requirements before confirming the switch.

5. Reduced Retention Pressure

• Old providers can no longer delay the switch or pressure customers with last-minute offers.

6. Service Continuity

• Providers must coordinate to avoid service gaps.
• If a customer is left without service for more than one working day, automatic compensation applies.

7. Regulatory Oversight

• Ofcom monitors compliance and can penalise providers who fail to meet OTS obligations.

Drawbacks and Challenges

1. Early Termination Fees Still Apply

• OTS does not override contract terms.
• Customers switching mid-contract may face significant ETCs.

2. Loss of Negotiation Opportunity

• Under the old system, contacting the old provider often triggered retention deals.
• OTS removes this step, which may mean missing out on better offers.

3. Technical Mismatches

• Initial rollout faced issues with customer matching and address data errors.
• These can delay switches or cause erroneous transfers.

4. Disparities Among Providers

• Smaller providers may struggle to meet OTS technical requirements, creating an uneven playing field.

5. Limited Scope

• OTS does not apply to:
  • Mobile broadband services
  • Customers moving premises
  • Complex bundled packages requiring manual coordination

Comparison: OTS vs. Traditional 30-Day Notice Period

Final Thoughts

Ofcom’s One Touch Switch regulation is a major win for UK consumers. It simplifies the switching process, enforces transparency, and protects users from aggressive retention tactics and double billing. Crucially, it ensures that the old provider disconnects service on the same day the new provider installs, eliminating overlapping charges and service confusion.

Shaun, if you'd like this adapted into a visual explainer, flyer, or carousel for social media, I can tailor it for Teesside audiences with clear calls to action and accessibility in mind. Just say the word.