One Touch Switching (OTS)

What is One Touch Switching?

In September 2021, the regulator Ofcom announced its proposal to implement a new industry-wide switching process termed One Touch Switching (OTS), outlining a new framework of rules providers must follow during the switching process. Ofcom's intention with this new framework is to support residential customers in making informed switching decisions when looking to change their fixed voice and broadband service provider in a quicker and easier manner.

The core concept of the OTS process is to have the gaining provider – the customer's new provider – manage the entire switching process with the cooperation of the losing provider (the customer's current provider). This new framework came into force in September 2024.

The OTS process is managed by TOTSCo (https://totsco.org.uk/), a company established by the industry for this process.

What is the overall aim of OTS?

One Touch Switching is an industry-wide change with the specific aim of making the process of switching from one supplier to another easier for the customer. This means you only need to deal with the new provider throughout the switch process.

Who informs my existing supplier?

One Touch Switching is what is known as gaining provider led. This means you only need to liaise with your new provider (the provider you intend to move to). It is the responsibility of the gaining provider to communicate the customers intentions of moving away and the completion of the switch. This is so that the losing provider can terminate your service and billing on the day of switch.

How will I know if there are any implications of switching?

When you have asked your new supplier to look after the switching process for you, you will be automatically sent an email and attached letter from your current supplier. This is known as the "Switching Implications" letter. It is sent once your new supplier has successfully matched your details via TOTSCo. This is when your new supplier has identified you, the customer, and the service(s) you have with your current provider. The Switching Implications letter advises you what services you currently have, what services you would lose if you moved away, and also any early termination charges that would be incurred.

When is One Touch Switching not applicable/available?

One Touch Switching is only applicable when a residential (not business) customer is moving from one supplier to another. It can be bypassed if the switch is too complex or if there are issues "matching" the customer's current supplier. These could be due to the data being incorrect with the current provider or if the provider is not yet signed up to OTS.

Can I switch more than one service/account at once?

If you have more than one product or service that you wish to move across, you would need to match and switch each product or service separately. The match process only identifies one service or account at a time. For example, if you have both broadband and telephony with your current supplier then you will need to arrange with your new supplier to have both moved across. This would entail two switches being requested with your current supplier, and you would receive two separate "Switching Implications" emails/letters from them.

What if your new supplier is unable to match the details with your current provider?

For the match request, you will need to provide your new supplier with all the relevant details for yourself and your current service. The more accurate the details that are provided, the stronger the likelihood of a straightforward match. For example, if only your name and address was provided then it might result in multiple matches, but if you provided your current account number and/or phone number as well, then hopefully it will result in a strong match. If the data is provided incorrectly or the current provider has incorrect data, such as your name spelled differently, then the matching process is likely to fail. If a fail occurs then you are likely to be asked to confirm the details you have provided, in case there are any mistakes, and/or provide additional information.

What do the terms Cease and Retain mean in this context?

Ceasing is industry terminology for stopping your old service and closing the billing account. Once you have successfully switched to the new supplier, then your service with your old supplier will be ceased.

Retain means to keep part of the service. For example, if you switch your telephone service and want to keep your phone number, this will be retained (ported in indistry terminology) as part of the order. You might also perhaps decide to move your broadband service but keep your phone service with your current supplier, effectively splitting your needs across two suppliers.

What if I don't understand something or what to ask further questions about One Touch Switching?

If any of the above information is not clear to you, or indeed you have any further questions about One Touch Switching, then please do send us an email and we will do our best to assist. We might also update this page to try and make things clearer for other people too.

Email: enquiries@loopscorpio.net